L2 and L3 Application Support Engineer

Job Description

Job Summary

We are seeking a hands-on L3 Support Engineer to serve as the escalation point for critical production issues across trading and risk systems.

This role focuses on:

Deep incident diagnosis

Partnering with engineering teams for fixes and reliability improvements

Building tooling, runbooks, and documentation to enable L1/L2 teams to resolve issues more efficiently

Key Responsibilities

Own L3 escalations end-to-end: triage, root cause analysis, remediation, and post-incident follow-up

Collaborate with engineering and stakeholders to resolve critical production issues

Partner with product and engineering teams to improve application reliability, operability, and supportability

Enhance logging, monitoring metrics, and alert quality

Develop scripts, runbooks, diagnostics, and tools to reduce mean time to resolution (MTTR)

Create and maintain documentation for L1/L2 teams

Conduct knowledge transfer and enablement sessions

Participate in incident reviews and problem management processes

Drive permanent fixes and automation for recurring issues

Participate in weekend/on-call rotation (approx. 4–6 weekends per year with compensatory time-off)

Minimum Qualifications

Bachelor’s degree or equivalent experience

3+ years of experience in software engineering or production support

Strong proficiency in Java or similar programming language

Solid debugging and troubleshooting skills

Experience with scripting (e.g., Bash) and Linux environments

Strong communication skills with the ability to explain technical issues to diverse audiences

Proactive mindset with a strong bias for action

Excellent problem-solving skills, including identifying edge cases and failure scenarios

Experience with SDLC and support tools:

GitLab

JIRA

Incident management tools

Ticket triage and prioritization

Preferred Qualifications

Experience supporting trading systems or working with trading desks at an investment bank

Strong SQL skills for data validation and incident triage

Experience with object-oriented programming and microservices-based architectures (Java/SOA)

Experience with monitoring and alerting tools:

Prometheus

Grafana

Kibana

PagerDuty

Familiarity with DevOps, CI/CD practices, and Agile methodologies

Knowledge of Fixed Income products:

Rates

Credit

FX

Commodities

Work Model & Schedule

Strong collaboration with engineering and trading support teams

On-call/weekend rotation: approximately 4–6 weekends per year (scheduled in advance)