Capital One Software is looking to solve challenges companies face with data publishing, data consumption, data governance, and infrastructure management by providing tools to address these needs at scale in the cloud. The L2 Support Engineer role is crucial for ensuring customers receive expert-level service for a mission-critical data security product, Databolt, by handling advanced troubleshooting and incident response.
Requirements
- At least 3 years of experience in technical operations related to infrastructure architecture, database architecture, and Data Security
- At least 3 years of experience with public cloud platforms (AWS strongly preferred, including services like EC2, ECS, S3, RDS, and API Gateway)
- Demonstrated working knowledge of containerization and orchestration (Docker, Kubernetes)
- Proven experience with on-call rotations and responding to critical incidents
- Proficiency in at least one scripting language (e.g., Python, Bash) for automation and log analysis
- Experience with observability and monitoring platforms (e.g., Splunk, Datadog, Prometheus, New Relic)
- Strong grasp of networking fundamentals (e.g., private links, mTLS, API gateways)
Responsibilities
- Advanced Troubleshooting: Serve as the technical escalation point for complex Databolt issues, performing deep technical analysis to identify and resolve problems.
- Incident & Problem Management: Manage and resolve complex customer issues , participating in on-call rotations to respond to critical incidents.
- Root Cause Analysis: Drive problem management by participating in Root Cause Analysis (RCA) and contributing to the development of Permanent Corrective Actions (PCA) to prevent issue recurrence.
- Knowledge Contribution: Develop and maintain comprehensive documentation for our internal and external knowledge bases, detailing troubleshooting guides and common issue resolutions.
- Cross-Functional Collaboration: Act as a critical feedback loop to Product and L3 Engineering teams, channeling customer feedback and common issues to foster continuous improvement.
- Mentorship: Provide guidance and mentoring to L1 support engineers, helping to build the technical capacity of the frontline team.
- Tools & Process Navigation: Manage the case lifecycle across a suite of tools, including Salesforce, JIRA, Slack, and PagerDuty.
Other
- Bachelor’s degree in Computer Science, Engineering, or Information Technology
- At least 4 years of experience in technical support, systems administration, software engineering, or solutions architecture
- Excellent communication skills, with the ability to explain complex technical concepts clearly and concisely to both technical and non-technical stakeholders
- Demonstrated ability to adapt to new technologies and learn quickly
- At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
