Technical Support Engineer L1

Responsibilities

• Investigate and resolve service requests: describe, triage, and resolve client and internal requests within agreed timelines.
• Monitor system health: proactively track system performance, investigate abnormal behavior, and escalate in case of component failures.
• Collaborate cross-functionally: work closely with Risk Managers, DBAs, Developers, Customer Support, and other teams to research and resolve issues.
• Contribute to automation: automate manual tasks and design internal tools leveraging advanced technologies (including AI) to streamline operations.
• Improve operational processes: design and enhance tools that accelerate issue identification (root cause analysis) and resolution.
• Create and maintain documentation: develop troubleshooting guides and knowledge base articles for recurring issues.

Requirements

• Basic understanding of IT infrastructure, system monitoring, and incident handling.
• Strong analytical and troubleshooting skills.
• Understanding of client-server architecture and system components.
• Experience in trading or fintech companies is nice to have.
• Basic scripting knowledge (preferably Python) or strong interest in learning automation.
• Ability to clearly document technical issues and solutions.
• Excellent written and verbal communication skills in English.
• Willingness to work in a 24/7 shift environment.

Nice-to-have

• Experience with monitoring systems and alerting tools.
• Familiarity with SQL and database basics.
• Experience with ticketing systems (e.g., Jira, ServiceNow).
• Exposure to automation, bots, or AI-driven tools.