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 diagnostic tools to restore service quickly. Execute and maintain runbooks, operational procedures, and standard remediation steps; suggest updates bas...