Level 2 Technical Support Engineer — US
About The Position
Reporting to the Global Head of Support, this role owns complex, escalated customer tickets end-to-end — from root cause investigation through resolution — while partnering with Engineering and Infrastructure to fix confirmed platform issues and monitor production systems for early warning signs. Ideal for a systematic troubleshooter with strong SQL, Linux, python and shell scripting skills and trade lifecycle knowledge, who builds tooling and referenceable troubleshooting guides to reduce repeat investigations and can translate technical findings clearly for engineers and clients alike. Mountain or Pacific timezone preferred to help cover the gap between US and APAC support.
Requirements
- Methodical, hypothesis-driven troubleshooting background (support, DevOps, or systems engineering)
- Experience with configuration management (JSON, XML)
- Strong SQL skills for data investigation (Oracle/ClickHouse a plus)
- Linux/Unix proficiency and scripting (Python, Bash, vi/less or similar)
- Trade lifecycle and market/reference data knowledge strongly preferred
- Clear communicator — technical and non-technical audiences, written and real-time
- Hands-on experience with AI tools (Copilot, Claude, Gemini, etc.)
- Trade surveillance / market-abuse concept familiarity a plus
- Mountain/Pacific timezone preferred, or willingness to work 12–8 EST for APAC coverage
Nice To Haves
- Oracle/ClickHouse a plus
- Trade surveillance / market-abuse concept familiarity a plus
Responsibilities
- Monitor incidents, service requests, and production issues against SLAs
- Monitor infrastructure and operational alerts to catch issues before they hit customers
- Coordinate with L1 and the global L2 team for timely ticket response and handover
- Own complex tickets end-to-end — investigation, root cause, resolution
- Provide advanced support for critical production incidents
- Build scripts and diagnostic tools to speed up recurring investigations
- Partner with Engineering/Infrastructure to reproduce defects and drive fixes
- Turn recurring findings into documentation and proactive monitoring
- Keep escalated tickets moving — flag, unblock, or close tickets with no active engineering dependency
- Apply consistent ticket categorization (defect vs. enhancement) and participate in the regular L2 triage cadence
- Support handover and continuity with global support teams across regions, ensuring smooth shift transitions on open issues
Benefits
- Fully remote company
- Competitive compensation
- Stock options
- Health, dental, vision & disability coverage
- Unlimited PTO
- Flexibility
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
