Lead Support Engineer

Charlotte, NC or Remote EST

$65-$70 / hour

6 Month Contract to Hire

Are you ready to take on high-impact technical challenges and be the go-to expert for critical applications? We're looking for an experienced Lead Support Engineer to strengthen our Run Support team and help us scale for the future.

Responsibilities

• Own resolution of high-severity and complex incidents escalated from L2.
• Ensure adherence to SLAs for incident resolution and problem closure.
• Act as Subject Matter Expert (SME) for Tier 1 applications.
• 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.
• Identify and implement automation opportunities for monitoring, triage, and resolution.
• Support ongoing improvement of runbooks, SOPs, and knowledge base.
• 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.
• Mentor junior 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.

Qualifications

Preferred

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