Senior Associate, L2 Support Engineer (Databolt) - Capital One Software (Remote)
Capital One
Senior Associate, L2 Support Engineer (Databolt) - Capital One Software (Remote)
Job Description
Overview
Ever since our first credit card customer in 1994, Capital One has recognized that technology and data can enable even large companies to be innovative and personalized. As one of the first large enterprises to go all-in on the public cloud, Capital One needed to build cloud and data management tools that didn’t exist in the marketplace to enable us to operate at scale in the cloud. And in 2022, we publicly announced Capital One Software and brought our first B2B software solution, Slingshot, to market.Building on Capital One’s pioneering adoption of modern cloud and data capabilities, Capital One Software is helping accelerate the data management journey at scale for businesses operating in the cloud. If you think of the kind of challenges that companies face – things like data publishing, data consumption, data governance, and infrastructure management – we’ve built tools to address these various needs along the way. Capital One Software will continue to explore where we can bring our solutions to market to help other businesses address these same needs going forward.As an Senior Associate, Support Engineer, you will be a cornerstone of the Databolt support organization, ensuring our customers receive expert-level service for a mission-critical data security product. This is a highly technical, hands-on role focused on advanced troubleshooting, incident response, and problem management.You will serve as a specialized escalation point, taking ownership of complex customer issues that require deep technical analysis. This role is ideal for a technical problem-solver who thrives on diagnosing and resolving complex issues across cloud infrastructure, networking, and data systems, while also helping to build a scalable, enterprise-grade support function from the ground up.Key Responsibilities:Advanced Troubleshooting: Serve as the technical escalation point for complex Databolt issues, performing deep technical analysis to identify and resolve problems.
Incident & Problem Management: Manage and resolve complex customer issues , participating in on-call rotations to respond to critical incidents.
Root Cause Analysis: Drive problem management by participating in Root Cause Analysis (RCA) and contributing to the development of Permanent Corrective Actions (PCA) to prevent issue recurrence.
Knowledge Contribution: Develop and maintain comprehensive documentation for our internal and external knowledge bases, detailing troubleshooting guides and common issue resolutions.
Cross-Functional Collaboration: Act as a critical feedback loop to Product and L3 Engineering teams, channeling customer feedback and common issues to foster continuous improvement.
Mentorship: Provide guidance and mentoring to L1 support engineers, helping to build the technical capacity of the frontline team.
Tools & Process Navigation: Manage the case lifecycle across a suite of tools, including Salesforce, JIRA, Slack, and PagerDuty.
Bachelor’s degree in Computer Science, Engineering, or Information Technology
At least 4 years of experience in technical support, systems administration, software engineering, or solutions architecture
At least 3 years of experience in technical operations related to infrastructure architecture, database architecture, and Data Security
At least 3 years of experience with public cloud platforms (AWS strongly preferred, including services like EC2, ECS, S3, RDS, and API Gateway)
Demonstrated working knowledge of containerization and orchestration (Docker, Kubernetes)
Proven experience with on-call rotations and responding to critical incidents
Proficiency in at least one scripting language (e.g., Python, Bash) for automation and log analysis
Experience with observability and monitoring platforms (e.g., Splunk, Datadog, Prometheus, New Relic)
Strong grasp of networking fundamentals (e.g., private links, mTLS, API gateways)
Knowledge of data security concepts including data tokenization, encryption, and access control (RBAC)
Excellent communication skills, with the ability to explain complex technical concepts clearly and concisely to both technical and non-technical stakeholders
Demonstrated ability to adapt to new technologies and learn quickly
Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at theCapital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.comCapital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).
Locations
- Richmond, Virginia, United States (Remote)
- McLean, Virginia, United States (Remote)
- Remote Richmond, Virginia, United States (Remote)
Salary
50,000 - 85,000 USD / yearly
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Advanced troubleshootingintermediate
- Public cloud platforms (AWS: EC2, ECS, S3, RDS, API Gateway)intermediate
- Containerization (Docker, Kubernetes)intermediate
- Scripting (Python, Bash)intermediate
- Observability tools (Splunk, Datadog, Prometheus, New Relic)intermediate
- Networking fundamentals (private links, mTLS, API gateways)intermediate
- Data security (tokenization, encryption, RBAC)intermediate
Required Qualifications
- Bachelor’s degree in Computer Science, Engineering, or Information Technology (experience)
- At least 4 years of experience in technical support, systems administration, software engineering, or solutions architecture (experience)
- At least 3 years of experience in technical operations related to infrastructure architecture, database architecture, and Data Security (experience)
- At least 3 years of experience with public cloud platforms (AWS strongly preferred) (experience)
Responsibilities
- Serve as technical escalation point for complex Databolt issues with deep technical analysis
- Manage and resolve complex customer issues, participate in on-call rotations
- Drive Root Cause Analysis (RCA) and develop Permanent Corrective Actions (PCA)
- Develop and maintain documentation for knowledge bases
- Collaborate with Product and L3 Engineering teams
- Mentor L1 support engineers
- Manage case lifecycle using Salesforce, JIRA, Slack, PagerDuty
Benefits
- general: Comprehensive, competitive, and inclusive set of health, financial and other benefits
Answer 10 quick questions to check your fit for Senior Associate, L2 Support Engineer (Databolt) - Capital One Software (Remote) @ Capital One.
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Senior Associate, L2 Support Engineer (Databolt) - Capital One Software (Remote)
Capital One
Senior Associate, L2 Support Engineer (Databolt) - Capital One Software (Remote)
Job Description
Overview
Ever since our first credit card customer in 1994, Capital One has recognized that technology and data can enable even large companies to be innovative and personalized. As one of the first large enterprises to go all-in on the public cloud, Capital One needed to build cloud and data management tools that didn’t exist in the marketplace to enable us to operate at scale in the cloud. And in 2022, we publicly announced Capital One Software and brought our first B2B software solution, Slingshot, to market.Building on Capital One’s pioneering adoption of modern cloud and data capabilities, Capital One Software is helping accelerate the data management journey at scale for businesses operating in the cloud. If you think of the kind of challenges that companies face – things like data publishing, data consumption, data governance, and infrastructure management – we’ve built tools to address these various needs along the way. Capital One Software will continue to explore where we can bring our solutions to market to help other businesses address these same needs going forward.As an Senior Associate, Support Engineer, you will be a cornerstone of the Databolt support organization, ensuring our customers receive expert-level service for a mission-critical data security product. This is a highly technical, hands-on role focused on advanced troubleshooting, incident response, and problem management.You will serve as a specialized escalation point, taking ownership of complex customer issues that require deep technical analysis. This role is ideal for a technical problem-solver who thrives on diagnosing and resolving complex issues across cloud infrastructure, networking, and data systems, while also helping to build a scalable, enterprise-grade support function from the ground up.Key Responsibilities:Advanced Troubleshooting: Serve as the technical escalation point for complex Databolt issues, performing deep technical analysis to identify and resolve problems.
Incident & Problem Management: Manage and resolve complex customer issues , participating in on-call rotations to respond to critical incidents.
Root Cause Analysis: Drive problem management by participating in Root Cause Analysis (RCA) and contributing to the development of Permanent Corrective Actions (PCA) to prevent issue recurrence.
Knowledge Contribution: Develop and maintain comprehensive documentation for our internal and external knowledge bases, detailing troubleshooting guides and common issue resolutions.
Cross-Functional Collaboration: Act as a critical feedback loop to Product and L3 Engineering teams, channeling customer feedback and common issues to foster continuous improvement.
Mentorship: Provide guidance and mentoring to L1 support engineers, helping to build the technical capacity of the frontline team.
Tools & Process Navigation: Manage the case lifecycle across a suite of tools, including Salesforce, JIRA, Slack, and PagerDuty.
Bachelor’s degree in Computer Science, Engineering, or Information Technology
At least 4 years of experience in technical support, systems administration, software engineering, or solutions architecture
At least 3 years of experience in technical operations related to infrastructure architecture, database architecture, and Data Security
At least 3 years of experience with public cloud platforms (AWS strongly preferred, including services like EC2, ECS, S3, RDS, and API Gateway)
Demonstrated working knowledge of containerization and orchestration (Docker, Kubernetes)
Proven experience with on-call rotations and responding to critical incidents
Proficiency in at least one scripting language (e.g., Python, Bash) for automation and log analysis
Experience with observability and monitoring platforms (e.g., Splunk, Datadog, Prometheus, New Relic)
Strong grasp of networking fundamentals (e.g., private links, mTLS, API gateways)
Knowledge of data security concepts including data tokenization, encryption, and access control (RBAC)
Excellent communication skills, with the ability to explain complex technical concepts clearly and concisely to both technical and non-technical stakeholders
Demonstrated ability to adapt to new technologies and learn quickly
Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at theCapital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.comCapital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).
Locations
- Richmond, Virginia, United States (Remote)
- McLean, Virginia, United States (Remote)
- Remote Richmond, Virginia, United States (Remote)
Salary
50,000 - 85,000 USD / yearly
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Advanced troubleshootingintermediate
- Public cloud platforms (AWS: EC2, ECS, S3, RDS, API Gateway)intermediate
- Containerization (Docker, Kubernetes)intermediate
- Scripting (Python, Bash)intermediate
- Observability tools (Splunk, Datadog, Prometheus, New Relic)intermediate
- Networking fundamentals (private links, mTLS, API gateways)intermediate
- Data security (tokenization, encryption, RBAC)intermediate
Required Qualifications
- Bachelor’s degree in Computer Science, Engineering, or Information Technology (experience)
- At least 4 years of experience in technical support, systems administration, software engineering, or solutions architecture (experience)
- At least 3 years of experience in technical operations related to infrastructure architecture, database architecture, and Data Security (experience)
- At least 3 years of experience with public cloud platforms (AWS strongly preferred) (experience)
Responsibilities
- Serve as technical escalation point for complex Databolt issues with deep technical analysis
- Manage and resolve complex customer issues, participate in on-call rotations
- Drive Root Cause Analysis (RCA) and develop Permanent Corrective Actions (PCA)
- Develop and maintain documentation for knowledge bases
- Collaborate with Product and L3 Engineering teams
- Mentor L1 support engineers
- Manage case lifecycle using Salesforce, JIRA, Slack, PagerDuty
Benefits
- general: Comprehensive, competitive, and inclusive set of health, financial and other benefits
Answer 10 quick questions to check your fit for Senior Associate, L2 Support Engineer (Databolt) - Capital One Software (Remote) @ Capital One.
Related Books and Jobs