Level 2 Technical Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee incidents, service requests, and production issues in relation to SLAs

• Monitor infrastructure and operational alerts to identify issues before they impact customers

• Collaborate with the L1 team and the global L2 team for prompt ticket responses and handovers

• Manage complex tickets from start to finish — including investigation, root cause analysis, and resolution

• Provide expert support for critical production incidents

• Develop scripts and diagnostic tools to expedite recurring investigations

• Work alongside Engineering/Infrastructure teams to replicate defects and implement solutions

• Convert recurring findings into documentation and proactive monitoring strategies

• Ensure escalated tickets progress — identify, resolve, or close tickets that do not have active engineering dependencies

• Maintain consistent ticket categorization (defect vs. enhancement) and engage in the regular L2 triage process

• Facilitate handover and continuity with global support teams across different regions, assuring smooth transitions on open issues

⛳️ Requirements

• Methodical, hypothesis-driven troubleshooting experience (support, DevOps, or systems engineering)

• Familiarity with configuration management (JSON, XML)

• Proficient SQL skills for data investigation (Oracle/ClickHouse is a plus)

• Strong Linux/Unix skills and scripting abilities (Python, Bash, vi/less or similar)

• Preferred knowledge of trade lifecycle and market/reference data

• Excellent communication skills for both technical and non-technical audiences, in written and real-time formats

• Practical experience with AI tools (Copilot, Claude, Gemini, etc.)

• Understanding of trade surveillance/market-abuse concepts is advantageous

• Preference for candidates in the Mountain/Pacific timezone, or those willing to work 12–8 EST for APAC coverage

🏝️ Benefits

• Fully remote work environment

• Competitive salary package

• Stock options available

• Comprehensive health, dental, vision, and disability coverage

• Unlimited paid time off

• Flexible working arrangements