Support Engineer Associate

Summary

Join iCapital's Support Engineering team and play a crucial role in maintaining the reliability of our financial technology platform. As an Associate, you will monitor systems, respond to alerts, and coordinate initial incident response efforts, working closely with the Site Reliability Engineering team. This role offers valuable experience in incident management, modern observability, and processes. You will participate in on-call rotations, utilize monitoring tools like New Relic and Splunk, and contribute to post-incident reviews. The position is fully remote, and iCapital provides a comprehensive benefits package.

Requirements

• 2+ years of experience in technical support engineer, operations, NOC or similar role
• Strong problem-solving skills and attention to detail
• Excellent written and verbal communication abilities
• Experience with or willingness to learn new monitoring tools
• Familiarity with ticketing systems (Jira) and documentation platforms (Confluence)

Responsibilities

• Participate in on-call rotations to monitor and respond to technical incidents
• Monitor health and performance using New Relic, Prometheus/Grafana, Splunk dashboards
• Create and maintain accurate incident data in Jira and Confluence
• Support post-incident reviews by gathering relevant data and timeline information
• Collaborate with SRE team to improve incident management processes
• Help maintain and update runbooks and documentation
• Assist in tracking incident metrics and trends

Preferred Qualifications

Bonus having experience with DevOps practices

Benefits

• Competitive salary
• Annual performance bonus
• Equity for all full-time employees
• Healthcare with 100% employer-paid health and dental insurance
• Generous paid time off (PTO)
• Fully remote work