Senior Service Engineer
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Job Description
Service Engineer ensuring stability, scalability, and performance for OneTick trade surveillance systems. Collaborating with engineers to resolve complex technical issues and provide customer support.
Responsibilities:
- Take ownership of troubleshootings and has eagerness to work with different stakeholders, including Customers
- Is willing to learn new technical stack
- Is committed to meeting and exceeding SLAs, with a strong sense of accountability and follow-through
- Communicates clearly and confidently with customers and internally, turning complex technical situations into transparent, reassuring updates
- Troubleshoot and resolve complex technical issues, escalating to leads or engineering teams when necessary
- Keep customers informed on the status of their issues and ensure resolution within agreed SLAs
- Track open cases and follow up to ensure timely closure
- Follow and contribute to existing SOPs and knowledge base articles, suggesting updates where gaps are identified
- Maintain accurate and up-to-date case documentation in the ticketing system
- Highlight SLA risks on individual cases and communicate them to the lead promptly
- Work with internal teams such as engineering and product to investigate and resolve customer issues
- Serve as a reliable technical point of contact for customers during issue resolution
- Share customer feedback and observations with the lead to support ongoing improvements
Requirements:
- Linux: confident with the command line and system fundamentals
- GitLab / Git: working knowledge of Git workflows and key commands
- Python: ability to read, write, and debug basic scripts
- Awareness of and high level of experience with the development SDLC
- Apache Airflow: ability to work with DAGs.
- English: professional working proficiency (spoken and written)
- Nice to have Experience in Customer support L1/L2 is a big plus.
- AWS (EFS, EC2, SGW, ASG, NLB, and more)
- Computer networking: diagnostic tools such as ping, traceroute, mtr, netstat/ss, dig
- Hands-on experience with observability stacks such as ELK or LGTM
- Familiarity with ITSM concepts (Incident, Problem, Service Request, Change, etc.)
- Basic knowledge of financial markets and trading workflows: common asset classes (e.g., equities, derivatives, fixed income), trade lifecycle events, and corporate actions
- Pandas, NumPy experience
- Working with large datasets (chunking)
- Basic understanding of: memory usage performance
Benefits:
- Flexible working arrangements: full remote, hybrid, or office-based, depending on your location and preferences
- Competitive compensation, aligned with your experience, skillset, education, and local market standards
- Regular performance reviews linked to salary adjustments
- Medical insurance for you and immediate family members (Benefits may vary based on location and country-specific requirements.)
- Professional-development budget to support courses, certifications, and conferences
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