Senior Support Engineer

Employment Type: 18-Month Contract-to-Hire

Compensation: $45–$60/hour W2 ($93,600–$124,800 annualized)

Openings: 3

Our client, one of the country’s largest grocery and retail organizations, is hiring three Senior Support Engineers to support a next-generation Point of Sale platform being rolled out across thousands of locations nationwide.

This is a Level 3 production support role embedded directly within the engineering organization. The position focuses on major incident management, production troubleshooting, operational reliability, and root cause analysis across software, infrastructure, cloud, on-prem, and store environments.

This is not a traditional developer position, although you will work closely with developers and interact with code regularly. Site Reliability Engineers may translate well, but candidates must be comfortable working in a hands-on production support environment.

What You’ll Be Doing

• Lead P1 and P2 incident response, including technical bridges and war rooms
• Drive critical production issues through resolution
• Conduct root cause analysis and ensure corrective actions are completed
• Troubleshoot applications, infrastructure, and Point of Sale systems
• Analyze logs, dashboards, monitoring tools, and system behavior
• Coordinate technical and business teams during high-pressure incidents
• Partner with developers, application teams, infrastructure teams, and business stakeholders
• Test application and infrastructure changes
• Execute and document break/fix changes, service requests, and support activities
• Support pilots, go-lives, and store rollouts
• Maintain operational procedures, documentation, processes, and scripts
• Improve system stability, performance, and overall support processes

What We’re Looking For

• Proven experience personally leading P1 or P2 incidents from initial response through resolution
• Experience running a technical bridge or war room during a major production outage
• Strong root cause analysis and problem management experience
• Familiarity with structured RCA methods such as five whys, fishbone analysis, or timeline reconstruction
• Experience driving corrective actions through completion, not simply documenting findings
• Hands-on production troubleshooting across complex application and infrastructure environments
• Experience using logs, dashboards, monitoring, and observability tools
• Ability to coordinate technical and business teams under pressure
• Strong judgment, ownership, communication, and prioritization skills
• Ability to work onsite, travel as required, and participate in rotating on-call coverage

Preferred Experience

• Point of Sale or enterprise retail systems
• High-availability or distributed multi-site environments
• Java or Go
• SQL, NoSQL, or MongoDB
• Shell, PowerShell, or Python scripting
• ServiceNow, Jira, Confluence, Splunk, Grafana, Dynatrace, or similar tools
• Windows or Linux environments
• Agile or Scrum teams