Troubleshoot and resolve complex technical issues, escalating to leads or engineering teams when necessary.
Keep customers informed on the status of their issues and ensure resolution within agreed SLAs.
Track open cases and follow up to ensure timely closure.
Follow and contribute to existing SOPs and knowledge base articles, suggesting updates where gaps are identified.
Flag recurring issues or patterns to the lead for further review.
Maintain accurate and up-to-date case documentation in the ticketing system.
Highlight SLA risks on individual cases and communicate them to the lead promptly.
Work with internal teams such as engineering and product to investigate and resolve customer issues.
Serve as a reliable technical point of contact for customers during issue resolution.
Share customer feedback and observations with the lead to support ongoing improvements.

Linux: confident with the command line and system fundamentals.
GitLab / Git: working knowledge of Git workflows and key commands.
Python: ability to read, write, and debug basic scripts.
Awareness of and high level of experience with the development SDLC.
Apache Airflow: ability to work with DAGs.
English: professional working proficiency (spoken and written).
Experience in Customer support L1/L2 is a big plus.
AWS (EFS, EC2, SGW, ASG, NLB, and more).
Computer networking: diagnostic tools such as ping, traceroute, mtr, netstat/ss, dig.
Hands-on experience with observability stacks such as ELK or LGTM.
Familiarity with ITSM concepts (Incident, Problem, Service Request, Change, etc.).
Basic knowledge of financial markets and trading workflows: common asset classes (e.g., equities, derivatives, fixed income), trade lifecycle events, and corporate actions.
Pandas, NumPy experience.
Working with large datasets (chunking).
Basic understanding of: memory usage performance.

Flexible working arrangements: full remote, hybrid, or office-based, depending on your location and preferences.
Competitive compensation, aligned with your experience, skillset, education, and local market standards.
Regular performance reviews linked to salary adjustments.
Medical insurance for you and immediate family members (Benefits may vary based on location and country-specific requirements).
Professional-development budget to support courses, certifications, and conferences.
Supportive international team.

Senior Service Engineer

Key skills