Senior Application Support Engineer

Application Support Engineer (L3/Lead) / Remote / W2 ONLY

About our Customer & Role:

Our direct customer, a global Fortune 500 company & a leader in the Food Services industry is looking for a senior
"Application Support Engineer (L3)",
Run Support team. This role provides advanced technical expertise, incident resolution, and long-term application stability improvements. The L3 engineer acts as the final escalation point for critical issues, leads root cause analysis (RCA), and partners with Product and Development teams to ensure that defects (bugs) and feature requests (stories) are properly documented, prioritized, and delivered through Azure DevOps (ADO). L3 Application Support Engineer plays a pivotal role in reducing technical debt, improving backlog quality, and strengthening collaboration between Run Support, Product, and Development teams.

Key Responsibilities

• Incident & Problem Management
• Bug & Story Management (Azure DevOps)
• Continuous Improvement & Automation
• Release & Change Support
• Leadership & Mentorship

Qualifications:

• 5+ years of experience in application support, production support, or software operations.
• Strong hands-on experience with ticketing systems (Helix) and backlog management tools (e.g., Jira, Azure DevOps).
• Expertise in monitoring platforms (Splunk, Dynatrace, Zabbix, AlertBot).
• Experience leading root cause analysis and managing complex production incidents.
• Expert problem solver with the ability to navigate complex technical environments
• High-level technical generalist with broad system knowledge (not a deep specialist)
• Full-stack application understanding (web front end, back-end services, and databases)
• Strong technical troubleshooting, problem-isolation, and root cause analysis (RCA) expertise
• Ability to identify failing components or functions and resolve issues when possible
• Ability to escalate to Development with clear, actionable technical detail when resolution is not possible
• Proficiency in Azure DevOps (ADO) for backlog, incident-to-bug/story translation, and release management
• Ability to translate incidents into actionable bugs and stories with clear business value
• Strong SQL / T-SQL skills for querying, stored procedure execution, and troubleshooting batch and ETL processes (non-DBA level)
• .NET and C# development experience
• AWS experience supporting applications and services (e.g., S3, SQS, Amazon Q, containerization)
• Hands-on experience with Azure DevOps (ADO) and Visual Studio
• Knowledge of ITIL practices (Incident, Problem, Change)
• Strong collaboration skills across Dev, QA, Product, and cross-functional teams

Preferred:

• Certifications such as ITIL Intermediate/Expert, Splunk Power User, Dynatrace Associate, or Certified Problem Manager.
• Familiarity with Agile and DevOps practices, including backlog grooming and sprint planning.
• Experience in enterprise-scale environments with complex application landscapes.