Support Engineer (Application & Production Support)
Locations: Irving, TX OR Chicago, IL (Hybrid - On-site Tue/Wed/Thu)
Job Type: W2 Contract (No OPT / No Sponsorship / Direct W2 Only - No C2C)
Pay Rate: Up to $45.00 - $55.00/hr W2
About the Role
We are seeking a Support Engineer to serve as a technical escalation lead across our enterprise application ecosystem. This is not a helpdesk or basic ticket-triage role--we need a hands-on problem solver who can perform deep-dive root cause analysis across application logs, databases, cloud platforms, and codebase layers.
You will partner directly with Engineering, Product, and QA teams to troubleshoot complex incidents, identify software defects, optimize database performance, and improve long-term system reliability.
Key Responsibilities
- L3 Technical Escalations & Incident Response: Lead root cause analysis (RCA) and deep technical troubleshooting for high-impact production incidents across cloud-based applications.
- Log Analysis & Platform Debugging: Utilize Databricks and cloud logging tools to inspect application logs, trace execution paths, and isolate system failures.
- Database & API Troubleshooting: Write complex SQL queries to diagnose database performance bottlenecks, resolve data integrity issues, and inspect REST/integration APIs.
- Codebase & Defect Identification: Analyze code written in at least two modern languages (Java, C# / .NET, Python) to pin-point software defects and collaborate directly with developers through release resolution.
- Process Improvement & Automation: Drive ITSM/ServiceNow incident workflows, enforce change management standards, and identify manual support tasks for process automation.
Required Qualifications
- 3+ years of dedicated experience in Application Support, Production Support, or Software Engineering.
- Databricks Experience: Hands-on experience analyzing application logs, pipeline errors, and data issues within Databricks.
- Advanced SQL: Expertise troubleshooting complex database queries, schema relationships, data performance, and integrity issues.
- Code & API Proficiency: Ability to read and debug code in at least two languages (Java, C# / .NET, Python) and troubleshoot REST APIs / integrations.
- ITSM Standards: Solid working knowledge of ITIL/ITSM processes and ticket management (ServiceNow strongly preferred).
- Location & Work Authorization: Ability to work on-site in Irving, TX OR Chicago, IL 3 days per week (Tue-Thu) on a direct W2 basis without current or future sponsorship requirement.
Preferred Qualifications (Strong Pluses)
- Experience with Power Automate for workflow or ticket automation.
- Background in Technical QA, defect validation, or cloud application support.
- Experience mentoring Tier 1/2 support engineers or leading triage teams.
- Advanced Excel and data reporting capabilities.
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