Senior Associate, L2 Support Engineer; Databolt - Software; Remote

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

Ever since our first credit card customer in 1994, Capital One has recognized that technology and data can enable even large companies to be innovative and personalized. As one of the first large enterprises to go all-in on the public cloud, Capital One needed to build cloud and data management tools that didn’t exist in the marketplace to enable us to operate at scale in the cloud.

And in 2022, we publicly announced Capital One Software and brought our first B2B software solution, Slingshot, to market.

Building on Capital One’s pioneering adoption of modern cloud and data capabilities, Capital One Software is helping accelerate the data management journey at scale for businesses operating in the cloud. If you think of the kind of challenges that companies face – things like data publishing, data consumption, data governance, and infrastructure management – we’ve built tools to address these various needs along the way.

Capital One Software will continue to explore where we can bring our solutions to market to help other businesses address these same needs going forward.

As an Senior Associate, Support Engineer, you will be a cornerstone of the Databolt support organization, ensuring our customers receive expert-level service for a mission-critical data security product. This is a highly technical, hands‑on role focused on advanced troubleshooting, incident response, and problem management.

You will serve as a specialized escalation point, taking ownership of complex customer issues that require deep technical analysis. This role is ideal for a technical problem‑solver who thrives on diagnosing and resolving complex issues across cloud infrastructure, networking, and data systems, while also helping to build a scalable, enterprise‑grade support function from the ground up.

• 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 Pager Duty.

• 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…