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Technical Support Engineer L2 - Melbourne, Australia - capital

capital Melbourne, Australia

1 month ago

Hybrid

Description

We are a leading trading platform that is ambitiously expanding to the four corners of the globe. Our top-rated products have won prestigious industry awards for their cutting-edge technology and seamless client experience. We deliver only the best, so we are always in search of the best people to join our ever-growing talent team. Who we are: At , we're a dedicated team committed to providing exceptional technical support and ensuring the smooth functioning of our trading platform. We value integrity, innovation, and collaboration, striving to deliver top-notch service to our users every day. What we do: Our team focuses on automating and optimising technical support processes using cutting-edge technologies. We troubleshoot and resolve issues swiftly to enhance user experience. We aim to stay ahead of industry trends, setting new standards for online trading platforms. Who we want to be: Looking ahead, we aspire to be industry leaders in providing unparalleled support and guidance to traders worldwide. We're committed to continuous improvement, embracing new skills and technologies to evolve with the ever-changing needs of our users. Our goal is to maintain as a trusted partner for traders, offering excellence in service and innovation. Position overview We are looking for a Technical Support Engineer to join our dynamic team and play a critical role in ensuring our services run smoothly. As a Technical Support Engineer, you will be responsible for investigating and resolving service requests from customers, automating manual tasks, developing internal tools using advanced technologies such as artificial intelligence, and collaborating with cross-functional teams to improve operational efficiency.

Responsibilities:

Investigate and resolve service requests – describe, triage, and resolve clients requests

Automatisation of manual tasks and design of internal tools leveraging advanced technologies, including AI, to streamline operations

Design operational tools to make the process of issue identification (root cause) and resolution better and faster

Collaborate with team(s) members (including risk managers, dba, dev team, customer support, etc.) to research and resolve problems

Create documentation on troubleshooting techniques for common (repetitive) issues

Work schedule: from Friday to Tuesday

Requirements:

English level B2 and higher

Python, SQL (PostgreSQL), the ability to work with any Unix OS

DevOps experience

Experience with different monitoring tools, , Kibana, Grafana, Prometheus, Datadog, and AWS metrics

T2-T3 Technical Support experience

Experience in setting up alerts (PagerDuty)

Technical documentation writing skills

Be a key player at the forefront of the digital assets movement, propelling your career to new heightsJoin a dynamic and rapidly expanding company that values and rewards talent, initiative, and creativity. Work alongside one of the most brilliant teams in the industry.

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