Technical Support Engineer L2

at  CapitalCom

Technical Support Engineer L2
We are a leading trading platform that is ambitiously expanding to the four corners of the globe. Our top-rated products have won prestigious industry awards for their cutting-edge technology and seamless client experience. We deliver only the best, so we are always in search of the best people to join our ever-growing talent team.
At Capital.com, we’re a dedicated team committed to providing exceptional technical support and ensuring the smooth functioning of our trading platform. We value integrity, innovation, and collaboration, striving to deliver top-notch service to our users every day.
Our team focuses on automating and optimising technical support processes using cutting-edge technologies. We troubleshoot and resolve issues swiftly to enhance user experience. We aim to stay ahead of industry trends, setting new standards for online trading platforms.
We are looking for a Technical Support Engineer to join our dynamic team and play a critical role in ensuring our services run smoothly. As a Technical Support Engineer, you will be responsible for investigating and resolving service requests from customers, automating manual tasks, developing internal tools using advanced technologies such as artificial intelligence, and collaborating with cross-functional teams to improve operational efficiency.

REQUIREMENTS:

• Python, SQL (PostgreSQL), the ability to work with any Unix OS
• Familiarity with DevOps processes and instruments
• Experience with different monitoring tools, e.g., Kibana, Grafana, Prometheus, Datadog, and AWS metrics
• T2-T3 Technical Support experience
• Experience in setting up alerts (PagerDuty)
• Technical documentation writing skills

• Investigate and resolve service requests - describe, triage, and resolve clients requests
• Automatisation of manual tasks and design of internal tools leveraging advanced technologies, including AI, to streamline operations
• Design operational tools to make the process of issue identification (root cause) and resolution better and faster
• Collaborate with team(s) members (including risk managers, dba, dev team, customer support, etc.) to research and resolve problems
• Create documentation on troubleshooting techniques for common (repetitive) issues
• Work schedule: from Monday to Friday