Level 2 Technical Support Engineer — US
RemoteUnited States
United StatesRemoteFull TimeSmall
Full TimeSmall
Job Summary
Monitor incidents, service requests, and production issues against SLAs while catching early warning signs via infrastructure alerts. Own complex, escalated tickets end-to-end, coordinating with L1 and global teams for timely handovers and root cause resolution. Build scripts and diagnostic tools to accelerate recurring investigations and partner with Engineering to reproduce defects and drive fixes. Turn findings into documentation and proactive monitoring, applying consistent categorization during regular triage cadence. Ensure smooth shift transitions across regions while maintaining continuity on open issues.
Required Qualifications
- Methodical, hypothesis-driven troubleshooting background (support, DevOps, or systems engineering)
- Experience with configuration management (JSON, XML)
- Strong SQL skills for data investigation
- Linux/Unix proficiency and scripting (Python, Bash, vi/less or similar)
- Clear communicator — technical and non-technical audiences, written and real-time
Desired Qualifications
- Oracle/ClickHouse
- Trade lifecycle and market/reference data knowledge
- Hands-on experience with AI tools (Copilot, Claude, Gemini, etc.)
- Trade surveillance / market-abuse concept familiarity
- Mountain/Pacific timezone preferred, or willingness to work 12–8 EST for APAC coverage
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