Overview

We’re now looking for a Service Engineer to help us ensure the stability, scalability, and performance of our services as we continue to grow!

Responsibilities:
  • 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.
  • Flag recurring issues or patterns to the lead for further review.
  • 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.
Required Qualifications:
  • 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)
Benefits:
  • Flexible working arrangements: full remote, hybrid, or office-based
  • 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
  • Professional-development budget to support courses, certifications, and conferences
  • Supportive international team
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
  • Takes 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
  • Has a genuine interest in the investing and trading domain and is excited about gaining international experience in a high-impact field
Technologies:
  • OneTick time-series database
  • Apache Airflow
  • Python
Note:

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