Job Details

divh2Senior Associate, L2 Support Engineer (Databolt)/h2pEver 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 didnt 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 Ones 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 weve 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./ppAs 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./ppKey Responsibilities:/pulliAdvanced Troubleshooting: Serve as the technical escalation point for complex Databolt issues, performing deep technical analysis to identify and resolve problems./liliIncident Problem Management: Manage and resolve complex customer issues, participating in on-call rotations to respond to critical incidents./liliRoot 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./liliKnowledge Contribution: Develop and maintain comprehensive documentation for our internal and external knowledge bases, detailing troubleshooting guides and common issue resolutions./liliCross-Functional Collaboration: Act as a critical feedback loop to Product and L3 Engineering teams, channeling customer feedback and common issues to foster continuous improvement./liliMentorship: Provide guidance and mentoring to L1 support engineers, helping to build the technical capacity of the frontline team./liliTools Process Navigation: Manage the case lifecycle across a suite of tools, including Salesforce, JIRA, Slack, and PagerDuty./li/ulpBasic Qualifications:/pulliBachelors degree in Computer Science, Engineering, or Information Technology/liliAt least 4 years of experience in technical support, systems administration, software engineering, or solutions architecture/liliAt least 3 years of experience in technical operations related to infrastructure architecture, database architecture, and Data Security/liliAt least 3 years of experience with public cloud platforms (AWS strongly preferred, including services like EC2, ECS, S3, RDS, and API Gateway)/li/ulpPreferred Qualifications:/pulliDemonstrated working knowledge of containerization and orchestration (Docker, Kubernetes)/liliProven experience with on-call rotations and responding to critical incidents/liliProficiency in at least one scripting language (e.g., Python, Bash) for automation and log analysis/liliExperience with observability and monitoring platforms (e.g., Splunk, Datadog, Prometheus, New Relic)/liliStrong grasp of networking fundamentals (e.g., private links, mTLS, API gateways)/liliKnowledge of data security concepts including data tokenization, encryption, and access control (RBAC)/liliExcellent communication skills, with the ability to explain complex technical concepts clearly and concisely to both technical and non-technical stakeholders/liliDemonstrated ability to adapt to new technologies and learn quickly/li/ulpAt this time, Capital One will not sponsor a new applicant for employment authorization for this position./ppThe 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./ppRemote (Regardless of Location): $86,000 - $98,200 for Support Specialist, Sr/ppMcLean, VA: $94,600 - $107,900 for Support Specialist, Sr/ppRichmond, VA: $86,000 - $98,200 for Support Specialist, Sr/ppCandidates 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 candidates 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./ppEligibility 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./p/div