Associate Systems Engineer
Permanent - Full TimeJob Overview
We are seeking a highly motivated and detail-oriented Associate Systems Engineer to join our Global Operations team. This role is the foundational layer of our "Follow-the-Sun" support model, acting as the primary point of contact for technical triage and initial resolution of "break-fix" tickets for our high-performance SaaS trading platform. The Associate Systems Engineer will focus on monitoring, initial troubleshooting, and executing standard operating procedures (SOPs) to maintain platform stability. This is an ideal role for someone early in their career with a strong desire to learn the full infrastructure stack including: Linux, Windows, Virtualization, and AWS within a mission-critical production environment.
What Will You Be Involved With?
- Tier 1 & Tier 2 Support & Triage: Act as the initial responder for incoming technical tickets, providing triage and resolution for common "break-fix" issues related to Linux/Windows systems, AWS instances, and hardware.
- Hybrid Identity & MFA Triage: Triage and diagnose authentication and authorization failures across a global hybrid environment: Active Directory, Linux LDAP/SSSD, MFA/2FA, and AWS IAM role assumption errors.
- Virtualization Health & Performance Triage: Perform troubleshooting for global virtualization environments (e.g., Nutanix, Red Hat OpenShift Virt, VMware vSphere/ESXi or KVM) to maintain production uptime.
- Monitoring & Health Checks: Perform routine monitoring of global hybrid compute and storage services to ensure optimal health and performance.
- SOP Execution: Utilize and maintain technical runbooks (SOPs) for repeatable tasks such as user access requests, basic instance provisioning, and hardware status checks.
- Escalation Management: Clearly document and escalate complex issues to the Dispatch Lead or Senior Systems Engineers when they fall outside of standard SOPs.
- Automation Support: Assist in maintaining existing automation scripts (Bash/Python) and Infrastructure as Code (IaC) deployments under the guidance of senior team members.
- Documentation: Contribute to the internal knowledge base by documenting new troubleshooting steps and updating existing procedures.
- 24/5 Rotation: Participate in an 8-hour shift rotation (including potential swing or graveyard shifts) to provide seamless global coverage.
What Will You Bring to the Table?
- Foundational Knowledge: An associate’s degree or relevant certification in Computer Science or a related technical field is preferred.
- Virtualization Basics: General familiarity with virtualization platforms and concepts. Exposure to VMware, OpenShift Virt, Nutanix or similar technologies.
- Operating System Basics: General familiarity with Linux (RHEL/CentOS) and/or Windows Server administration.
- Analytical Skills: A talent for troubleshooting and solving technical problems in a logical, step-by-step manner.
- Scripting Exposure: Basic exposure to or interest in learning scripting languages such as Python or Bash.
- Communication: Strong verbal and written communication skills, with a focus on providing excellent customer service during technical incidents.
- Collaborative Mindset: A team-oriented attitude and the ability to follow technical direction from senior leadership and the Dispatch Lead.
- Adaptability: Ability to work in a rotating shift environment to support a 24/7 "follow-the-sun" operation.