L2 Support Engineer

Role: L2 Support Engineer

Location: Mexico - Remote

Language Required: English (Fluent)

Job Summary:

• We’re looking for a hands-on L2 Support Engineer who will support the stability and availability of trading and risk systems by investigating and resolving production issues escalated from L1.
• The role focuses on incident triage, analysis, and resolution using established tools and runbooks, while partnering closely with L3 and engineering teams for complex or systemic issues.
• L2 support plays a critical role in reducing incident impact and maintaining high service quality.

Responsibilities:

• Handle L2 production support escalations: investigate incidents, perform impact analysis, apply known fixes or workarounds, and escalate to L3/engineering when required.
• Perform in-depth triage and troubleshooting using logs, metrics, dashboards, and diagnost...