Apply on Employer Site

Capital One · 4 hours ago

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

United States

Full-time

Remote

Mid, Senior Level

$86K/yr - $98K/yr

4+ years exp

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.

BankingCredit CardsFinanceFinancial Services

Comp. & Benefits

No H1B

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

Qualification

Public Cloud PlatformsData SecurityTechnical SupportContainerizationScripting LanguageNetworking FundamentalsObservability PlatformsCommunication SkillsAdaptability

Required

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)

Preferred

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