Senior Associate, L2 Support Engineer (Databolt) - Capital One Software (Remote)

Capital One is a leading financial services company that has embraced technology and data to innovate and personalize its offerings. As a Senior Associate, Support Engineer, you will play a crucial role in the Databolt support organization, providing expert-level service for a mission-critical data security product through advanced troubleshooting and incident management.

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

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