App Support Engineer - L2 (x2)

Role:: Application Support Engineer - L2

Location :: Charlotte, NC

Duration :: 6+ Months - Permanent Hire Possibility

Job Description:

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. As part of our Scaling and Growth Initiative, this role plays a key part in strengthening application resilience and ensuring long-term operational stability.

Key Responsibilities

• 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.

Core Competencies

• 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.
• Ability to perform under pressure in critical incident situations.
• Collaborative team player with mentoring mindset.

Professional Experience & Education

• Required: 3-5 years of experience in application support, production support, or IT operations.
• Education: Bachelor's degree in computer science, Information Technology, or related field OR equivalent professional experience.
• Preferred: Advanced certifications such as ITIL Intermediate, Splunk Power User, Dynatrace Associate, or CompTIA Network+.

Experience with scripting/automation (Python, PowerShell, Bash) is highly desirable.

Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian's platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals.

Dexian's brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit https://dexian.com/ to learn more.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.