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 Senior Associate, L2 Support Engineer role is crucial for ensuring customers receive expert-level service for a mission-critical data security product, Databolt, by providing advanced troubleshooting, incident response, and problem management.
Requirements
- At least 4 years of experience in technical support, systems administration, software engineering, or solutions architecture
- 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)
Responsibilities
- Serve as the technical escalation point for complex Databolt issues, performing deep technical analysis to identify and resolve problems.
- Manage and resolve complex customer issues , participating in on-call rotations to respond to critical incidents.
- Drive problem management by participating in Root Cause Analysis (RCA) and contributing to the development of Permanent Corrective Actions (PCA) to prevent issue recurrence.
- Develop and maintain comprehensive documentation for our internal and external knowledge bases, detailing troubleshooting guides and common issue resolutions.
- Act as a critical feedback loop to Product and L3 Engineering teams, channeling customer feedback and common issues to foster continuous improvement.
- Provide guidance and mentoring to L1 support engineers, helping to build the technical capacity of the frontline team.
- 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
- 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.
- No agencies please.
