Senior Service Engineer

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

📋 Description

• Take charge of troubleshooting tasks and demonstrate enthusiasm for collaborating with various stakeholders, including customers.

• Display a willingness to learn new technical stacks.

• Show commitment to meeting and surpassing SLAs, with a strong sense of accountability and follow-through.

• Communicate clearly and confidently with customers and internally, translating complex technical issues into transparent and reassuring updates.

• Diagnose and resolve intricate technical problems, escalating to team leads or engineering departments when necessary.

• Keep customers updated on the status of their issues and ensure resolutions are achieved within agreed SLAs.

• Monitor open cases and follow up to guarantee timely closure.

• Adhere to and contribute to existing SOPs and knowledge base articles, proposing updates when gaps are found.

• Maintain precise and current case documentation in the ticketing system.

• Identify SLA risks on individual cases and promptly communicate them to the lead.

• Collaborate with internal teams such as engineering and product to investigate and resolve customer issues.

• Act as a dependable technical contact for customers throughout the issue resolution process.

• Relay customer feedback and observations to the lead to facilitate ongoing improvements.

⛳️ Requirements

• Proficient in Linux with confidence in command line and system fundamentals.

• Familiarity with GitLab/Git, including working knowledge of Git workflows and key commands.

• Capability to read, write, and debug basic Python scripts.

• Awareness and substantial experience with the software development life cycle (SDLC).

• Experience working with Apache Airflow and DAGs.

• Professional working proficiency in English, both spoken and written.

• Experience in Customer Support L1/L2 is a significant advantage.

• Knowledge of AWS services (EFS, EC2, SGW, ASG, NLB, and more).

• Understanding of computer networking diagnostic tools like ping, traceroute, mtr, netstat/ss, and dig.

• Practical experience with observability stacks such as ELK or LGTM.

• Familiarity with ITSM concepts (Incident, Problem, Service Request, Change, etc.).

• Basic understanding of financial markets and trading workflows, including common asset classes (e.g., equities, derivatives, fixed income), trade lifecycle events, and corporate actions.

• Experience with Pandas and NumPy.

• Ability to work with large datasets (chunking).

• Basic understanding of memory usage performance.

🏝️ Benefits

• Flexible working arrangements: full remote, hybrid, or office-based, depending on your location and preferences.

• Competitive compensation, aligned with your experience, skill set, education, and local market standards.

• Regular performance reviews linked to salary adjustments.

• Medical insurance for you and your immediate family members (Benefits may vary based on location and country-specific requirements).

• Professional development budget to support courses, certifications, and conferences.