At Capital One, we think and work like a tech company, using our digital fluency to transform everything about the customer experience. We’re bending data to our will, and turning a stodgy industry on its head. That’s reflected in our ranking as the number one business technology innovator in the U.S. in the 2016 InformationWeek Elite 100.

Senior Associate, L2 Support Engineer – Databolt

Support EngineerSupport EngineerFull TimeRemoteTeam 10,001+Since 1994H1B SponsorCompany Site LinkedIn

Location

Virginia

Posted

121 days ago

Salary

$86K - $98.2K / year

Bachelor Degree4 yrs expEnglishAWSCloudDockerEC2KubernetesPrometheusPythonSplunk

Job Description

• 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.

Job Requirements

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
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)
Knowledge of data security concepts including data tokenization, encryption, and access control (RBAC)
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.

Benefits

Health insurance
401(k) matching
Performance based incentive compensation
Comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being