*Contract-to-Hire Opportunity*

Lighthouse Technology Services is partnering with our client to fill their Application Support Engineer (Run Support Axiom) – L3 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 (L3) to join our 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). The 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.

What You'll Be Doing:

Representative support scenarios:

• Investigating Snowflake table/view refresh failures and reviewing logs
• Checking and re-running Airflow DAGs or dbt models
• Validating ingestion via Fivetran and confirming source loads with SQL
• Reviewing ETL/ELT job dependencies and manually triggering failed runs
• Identifying/resolving timing or sequencing issues in scheduled jobs

Incident & Problem Management

• Own resolution of high-severity and complex incidents escalated from L2.
• Lead root cause analysis (RCA) and ensure corrective actions are implemented.
• Ensure adherence to SLAs for incident resolution and problem closure.
• Act as Subject Matter Expert (SME) for Tier 1 applications.

Bug & Story Management (Azure DevOps)

• Collaborate with Product Owners to document, prioritize, and manage bugs and user stories in ADO.
• Ensure clear acceptance criteria and proper linkage between incidents, bugs, and backlog items.
• Partner with Development teams to validate bug fixes and story completions in lower environments.
• Track recurring incidents and translate them into actionable backlog items in ADO.
• Provide visibility into backlog health, ensuring business-critical items are prioritized.

Continuous Improvement & Automation

• Identify and implement automation opportunities for monitoring, triage, and resolution.
• Contribute to the development of proactive health checks and preventive measures.
• Support ongoing improvement of runbooks, SOPs, and knowledge base.

Release & Change Support

• Participate in release readiness activities, deployments, and post-release validations.
• Validate bug fixes and story releases in lower environments before production rollout.
• Support release pipelines by ensuring successful delivery of backlog items through ADO.

Leadership & Mentorship

• Mentor L1 and L2 support engineers to improve technical depth and incident handling.
• Share best practices for incident-to-bug/story conversion in ADO.
• Advocate for customer and business impact during sprint planning and prioritization.

What You'll Need to Have:

• 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.
• Proficiency in Azure DevOps (ADO) for backlog and release management.
• Knowledge of ITIL practices (Incident, Problem, Change).
• 5+ years of hands on experience in the following areas:
• Run Support Axiom
• Snowflake (2+ yrs of experience): querying, monitoring query history, task scheduling, data validation
• T SQL / Snow SQL: strong ability to write, debug, and optimize queries
• Airflow: DAG dependencies, task retries, scheduling, manual triggers
• DBT: running models, understanding project structure, debugging transformation errors
• Fivetran: connector monitoring, log review, manual refreshes
• Python: read/modify scripts used in ETL jobs or Lambda functions
• AWS Lambda: review logs and execution results for event-based jobs
• ETL/ELT: strong understanding of ingestion and transformation flows

Preferred Qualifications:

• Bachelor’s degree in computer science, Information Technology, or related field (or equivalent experience).
• 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.

Pay Range: $68-$73/hr

Questions about any of our jobs? Email us at [email protected]

View all of our open jobs here: jobs.lhtservices.com