About Us Duco is making waves! Businesses in the digital economy succeed or fail based on their ability to deal with masses of data and complexity quickly and efficiently, and many of the world’s leading companies trust Duco with the management of their complex, mission-critical data. Duco brings together data quality, reconciliation, data prep and management in one agile, cloud-based platform.

Headquartered in London, with offices in New York, Boston, Poland, and Singapore, Duco serves clients across the globe. Our customers include over 15 of the largest global international banks as well as brokers, exchanges, asset managers, hedge funds, administrators, service providers and corporates.

About The Role

We’re looking for an experienced Senior Support Engineer to aid clients in resolving technical issues to guarantee the availability and optimal performance of our systems, as well as to enhance customer satisfaction.
You will join a talented and highly motivated team of more than 200 Duco professionals across US, UK, Europe and APAC. You will report directly to the Support Engineering Manager and will be a part of a 15-people Support Team.
What you will be working on

• Leading the collaboration with Customer Support / Engineering / Product Management to ensure the availability and performance of our systems and the satisfaction of our customers
• Supporting the overall health, performance, and capacity of the production environment
• Building tools to make our infrastructure more consistent, more reliable, more observable, and require less manual intervention
• Performing real-time monitoring of systems for software/hardware errors, failures and capacity issues; troubleshoot, diagnose and fix problems
• Creating and maintaining documentation and runbooks/playbooks
• Recommending improvements to the technologies we use
• Participating in on call coverage rotation, providing leadership to all customer facing teams during incidents
• Participating in weekend releases in rotation with the other Support Engineers.

Ideally, you will have

• Previous experience in 2nd line support roles (More than 3 Years)
• Previous experience in product company supporting external customers (experience in a SaaS environment is a plus)
• Strong knowledge and experience in writing efficient SQL queries and a sound understanding of relational databases
• Experience with AWS or other cloud technologies (relevant certifications are beneficial)
• Practical experience with the following tech stack: Kibana, Grafana, Gitlab, Bash scripting, Kubernetes, Prometheus, and Alertmanager
• Strong Experience with supporting Linux-based solutions
• Great knowledge and independent user of Jira and Confluence
• Strong understanding and experience with networking diagnostics and infrastructure
• Analytical thinking and problem-solving skills, so you can unravel complex technical issues
• Outstanding communication skills, ability to work collaboratively with a range
  of different teams and individuals
• Patience, persistence, and a positive approach 
• Agile mindset, ability to work in a fast-paced environment
• Willingness to learn new technologies in an evolving environment
• Experience with any of these: Amazon Web Services, Hadoop, Impala, ODBC, SSO, Power BI, Tableau, Honeycomb, Helm is a strong plus
• Experience in the financial services industry or with financial services software as
  a benefit

Our benefits

• A starting annual salary in the range of $124 000 - $153 000, aligned to your skills and experience. Reviewed annually
• The role is based in New York City with Flexible work arrangements, however we do expect you to visit the Office occasionally
• A commission plan, so we recognise and reward your target achievement
• Medical, dental, and vision insurance with 100% employer-paid options, powered by an HSA (with employer contribution!) or FSA, to promote health and financial wellness
• 401k with up to 4% match and immediate vesting, to help you plan for the future
• Employee Assistance Programme, for extra support outside of work
• $260 annual allowance to make your home working environment comfortable
• Unlimited PTO, because we trust our people to manage their own time off
• Opportunity to work abroad for up to 6 weeks per country per year
• Enhanced family leave provisions
• Annual dedicated budget for personal learning and development opportunities
• Referral bonus if we hire someone great who you’ve recommended to us
• An Employee Equity Purchase Scheme, so you have a personal investment in the success of the company
• Employee of the Month and Employee of the Year awards
• 4 volunteering days, so you can donate your time to the causes you’re most passionate about

Want to do a little more research before you apply?

Head over to our Glassdoor page to learn about our benefits, culture and to find out what our team thinks about life at Duco. You can also find out more about us on LinkedIn 

Disclaimer 

Because we are committed to inclusivity, we strive to provide equitable opportunities for everyone. If you require accommodation during the recruitment process, please let us know at talent@du.co. Include your contact information, the role you're applying for, and how we can accommodate you.

During the interview process and after hire, Duco does not discriminate on the basis of race, colour, gender or gender expression, sexual orientation, marital or pregnancy status, national origin, age, disability, religion or creed, socioeconomic background or status, size, or any other protected characteristic.