Senior Associate, L2 Support Engineer

Senior Associate, L2 Support Engineer (Databolt) - Capital One Software (Remote) 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. **Basic Qualifications:** + 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) **Preferred Qualifications:** + 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 _At this time, Capital One will not sponsor a new applicant for employment authorization for this position._ The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked. Remote (Regardless of Location): $86,000 - $98,200 for Support Specialist, Sr McLean, VA: $94,600 - $107,900 for Support Specialist, Sr Richmond, VA: $86,000 - $98,200 for Support Specialist, Sr 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. This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan. Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website (apitalonecareers.com/benefits) . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level. This role is expected to accept applications for a minimum of 5 business days. No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries. 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.com Capital 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).