Level 2 Technical Support Engineer
You will own complex escalated customer tickets from investigation through resolution. You will monitor production systems and alerts, support critical incidents, coordinate with global support colleagues, and work with Engineering and Infrastructure to reproduce and resolve defects. You will build diagnostic scripts, create troubleshooting documentation, and clearly 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 in support, DevOps, or systems engineering
- Configuration management
- JSON
- XML
- SQL
- Oracle
- ClickHouse
- Linux
- Unix
- Python
- Bash
- vi
- less
- trade lifecycle
- market data
- reference data
- Technical communication
- AI tool
- Copilot
- Claude
- Gemini
- trade surveillance
- market-abuse concepts
- Mountain or Pacific timezone availability or willingness to work 12–8 EST
Benefits
- Fully remote work
- Stock options
- Health, dental, vision, and disability coverage
- Unlimited PTO
- Flexible work arrangement