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

Position: Senior Associate, L2 Support Engineer (Databolt) - Capital One Software (Remote)
* 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 complex technical concepts clearly and concisely to both technical and non-technical stakeholders
* Demonstrated ability to adapt to new technologies and learn quickly

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
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