Senior Support Engineer

Senior Application Support Engineer

Location: Dallas-Fort Worth, TX
Contract Length: 6 Months+ (likely extensions)
Compensation: $65-$73/H, Commensurate With Experience
Work Authorization: Must Be a U.S. Citizen or Green Card Holder

The Opportunity

A large enterprise organization is seeking a seasoned Support Engineer to step into a high-visibility role as the go-to technical authority for their most critical systems. This isn't a first-line, ticket-resolution position -- you'll be the person engineering teams call in when an issue needs real investigation, not a quick patch. You'll dig deep into unfamiliar code and infrastructure, determine what's actually broken and why, and work hand-in-hand with developers to get it fixed for good.

This role also comes with real influence: you'll help junior support engineers level up, shape how the team handles incidents, and have a direct voice in what gets prioritized on the development roadmap.

Core Responsibilities

• Own root cause investigations for major incidents, from initial diagnosis through documented long-term fixes

• Confirm whether reported issues are genuine software defects, and hand off clear, well-documented findings to engineering

• Act as the subject matter expert other teams rely on for core applications and supporting infrastructure

• Dig into SQL, application logs, and source code to pinpoint exactly where and why systems are breaking

• Coach and guide junior support staff through complex technical situations and incident response

• Identify gaps in support processes and documentation, and push for improvements

• Work directly with Product and Engineering leadership to influence what gets fixed and when

• Keep stakeholders informed with clear, timely updates throughout an incident's lifecycle

What We're Looking For

• 5+ years in application support or software development, ideally with some exposure to QA

• A track record of resolving complex technical incidents through structured root cause analysis

• Strong SQL skills and solid object-oriented programming fundamentals, comfortable analyzing logs, database performance, and data integrity problems

• Working knowledge of how modern applications are architected, including APIs, system integrations, and database design

• Hands-on ability to read and troubleshoot code in two or more languages (Java, .NET, Python, or similar)

• A natural troubleshooter -- someone who dives into unfamiliar systems on their own rather than waiting to be shown the ropes

• Someone who takes real ownership of outcomes, not just someone who closes tickets

• Comfort working within ITSM platforms and change management frameworks

• Strong communication skills, with the ability to explain technical issues to non-technical stakeholders

• Solid Excel and Microsoft Office skills for reporting and analysis

A Plus, But Not Required

• A bachelor's degree in Computer Science, Information Systems, or similar (or equivalent hands-on experience)

• Genuine enthusiasm for mentoring others and improving how a team operates

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