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Capital.Com

Posted 3 months ago

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Technical Support Engineer L1

WarsawOn-siteFull-time

AI Summary

Technical Support Engineer L1 handles monitoring, triage, and resolution of client and internal service requests; focuses on incident handling, automation, and improving operational tooling.

About this role

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 talented team.
As our platform and operations continue to scale, the Technical Support team plays an increasingly critical role in ensuring system stability and operational efficiency.
As a Technical Support Engineer L1/L2, you will be responsible for monitoring system health, investigating and resolving service requests, and contributing to process and automation improvements.
This is a hands-on, operations-focused role ideal for someone at the beginning of their career who is eager to learn, comfortable with routine operational tasks, and motivated to improve systems through automation.

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.
  • 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.

    • Skills

    AI ToolsAutomationClient-server ArchitectureCloud BasicsDBA CollaborationDocumentationIncident ManagementIT InfrastructureJiraKnowledge BaseLog AnalysisMonitoringPythonRoot-cause AnalysisServiceNowSLA/OSDSQLSystem MonitoringTicketing SystemsTroubleshooting

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