L3 Support Engineer

Job Title: L3 Support Engineer

Location: New York, NY / New Jersey

Employment Type: Full-time

Job Description:

Level 3 Support Engineer

Must Have Technical/Functional Skills

• Strong market-data experience in the financial services sector, including delivery and production support of enterprise solutions.
• Deep expertise in RTDS/RTMDS components: ADH, ADS, DACS, and ATS.
• In-depth Red Hat Enterprise Linux (RHEL) administration and advanced shell scripting.
• Proven troubleshooting capabilities across market-data networks, server hardware, platform builds, and complex production configurations.
• Hands-on automation experience using tools like Rundeck and scripting languages like Python.
• Experience with ServiceNow and Jira for workflow, incident, and change management.
• Familiarity with Git and DX1 or comparable development and CI tooling.
• Solid understanding of WAN/LAN delivery, infrastructure monitoring, patching, compliance, and production support.

Desirable: HPE Synergy, HPE OneView, ITRS Geneos, and BigPanda.

Roles & Responsibilities

• Provide Level 3 engineering and production support for a private-cloud platform serving a global customer base.
• Maintain platform standards, patch management, operational reliability, high availability, and predictability.
• Develop and maintain inventories and automation workflows required to provision and deliver new RTMDS infrastructure.
• Diagnose and resolve complex escalations spanning build processes, RTDS software configs, inventories, hardware, and bespoke setups; implement sustainable fix-forwards.
• Author and update standard operational procedures (SOPs), technical runbooks, and escalation documentation.
• Upskill and mentor Level 1 and Level 2 support teams on complex operational tasks.
• Ensure end-to-end monitoring coverage and partner with core engineering to expand observability metrics.
• Collaborate with engineering teams to build scalable automation for mass infrastructure rollouts.
• Assist development teams with feature delivery, patch rollouts, and software defect remediation.
• Partner with quality engineering to maintain robust CI/CD and deployment pipelines to minimize repeat failures.
• Coordinate with network engineering teams to validate WAN/LAN configurations and troubleshoot network-related latency and connectivity incidents.