*Contract-to-Hire Opportunity*
Lighthouse Technology Services is partnering with our client to fill their Application Support Engineer – L2 position! This is a 6+ month contract-to-hire opportunity based in Charlotte, NC, and is open to local and remote candidates. This role will be a W2 employee of Lighthouse Technology Services during the contract period.
Job Summary
We are seeking an experienced Application Support Engineer (L2) to join our Run Support team. This role is responsible for providing advanced incident resolution, root cause analysis (RCA), and continuous improvement across business-critical applications. The L2 Engineer serves as the escalation point for L1 support and works closely with Development, QA, Product, and DevOps/SRE teams to prevent recurring issues, improve system monitoring, and drive automation opportunities.
What You'll Be Doing:
- Own escalated incidents from L1 and lead resolution efforts.
- Perform deep-dive troubleshooting and root cause analysis (RCA) on recurring or complex issues.
- Collaborate with DevOps/SRE to improve monitoring dashboards (AlertBot, Dynatrace, Splunk, Zabbix) and proactively detect problems.
- Manage incident lifecycle and ensure SLA compliance within the Helix ticketing system.
- Develop and maintain technical documentation, runbooks, and SOPs.
- Participate in release readiness, deployments, and post-release validations.
- Contribute to process automation and scripting efforts (Python, PowerShell, Bash).
- Mentor L1 engineers by sharing knowledge, best practices, and technical guidance.
- Provide incident metrics and reporting to leadership, including MTTR and SLA performance.
What You'll Need to Have:
- 3–5 years of experience in application support, production support, or IT operations.
- Bachelor’s degree in Computer Science, Information Technology, or equivalent professional experience.
- Strong analytical and troubleshooting skills with ability to resolve complex issues.
- Proficiency in enterprise ticketing systems (Helix preferred).
- Expertise with monitoring tools (AlertBot, Dynatrace, Splunk, Zabbix).
- Knowledge of ITIL processes (Incident, Problem, Change Management).
- Effective communicator with both technical teams and business stakeholders.
- Collaborative team player with mentoring mindset.
- Advanced certifications such as ITIL Intermediate, Splunk Power User, Dynatrace Associate, or CompTIA Network+ preferred.
- Experience with scripting/automation (Python, PowerShell, Bash) preferred.
Pay Range: $46-$51/hr
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