Level 2 Technical Support Engineer
Own complex escalated customer tickets from investigation through resolution, monitor production systems and alerts, support critical incidents, coordinate with global support colleagues, partner with Engineering and Infrastructure to resolve defects, build diagnostic scripts, create troubleshooting documentation, and communicate technical findings to clients and engineers.
Responsibilities
- Monitor incidents, service requests, production issues, and operational alerts
- Coordinate ticket response and handovers with Level 1 and global Level 2 support
- Own complex tickets through investigation, root-cause analysis, and resolution
- Provide advanced support for critical production incidents
- Build scripts and diagnostic tools for recurring investigations
- Partner with Engineering and Infrastructure to reproduce defects and drive fixes
- Convert recurring findings into documentation and proactive monitoring
- Manage, categorize, unblock, flag, and close escalated tickets
- Support global shift handovers for open issues
Requirements
- Troubleshooting background in support, DevOps, or systems engineering
- Configuration management experience with JSON and XML
- Strong SQL skills; Oracle or ClickHouse is a plus
- Linux/Unix proficiency and Python, Bash, vi/less, or similar scripting
- Trade lifecycle and market/reference data knowledge preferred
- Clear written and real-time technical communication
- Hands-on experience with AI tools such as Copilot, Claude, or Gemini
- Trade surveillance and market-abuse concept familiarity is a plus
- Mountain or Pacific timezone availability preferred, or willingness to work 12–8 EST for APAC coverage
Benefits
- Fully remote work
- Competitive compensation
- Stock options
- Health, dental, vision, and disability coverage
- Unlimited PTO
- Flexible work arrangement