Support Engineer

Title: Support Engineer
Location: New York, NY (4 days on-site, in-office adjacent to the business)
Target Start Date: ASAP
Type: Contract-to-hire
Pay Rate: $75–$95/hour

Why Work Here
This is a chance to sit at the center of a fast-moving, systematic trading operation, where your work has direct and visible impact on the business every single day. The team operates with a strong sense of ownership and mutual respect, and you'll be trusted to make judgment calls under pressure rather than just follow a script. There's real investment in building things the right way, including modern observability, automation, and monitoring, rather than just patching problems as they come up. You'll work alongside sharp engineers and business stakeholders in a collaborative, low-ego environment where clear communication is valued as much as technical skill. It's a stable, well-resourced organization that offers room to grow technically while staying close to the trading business.

About the Role
This role sits on a production support and technology operations team responsible for keeping a systematic trading platform healthy, observable, and reliable around the clock. You'll be the first line of response when something goes wrong in production, working through the issue methodically: understanding scope and impact, communicating clearly with both technical and business stakeholders, and then driving the technical triage and resolution. The role blends hands-on technical troubleshooting across cloud infrastructure, databases, and monitoring tools with a heavy emphasis on communication, since you'll be sitting close to the business and interacting daily with both developers and non-technical stakeholders. You'll also help build out and improve monitoring, alerting, and operational tooling from the ground up, rather than just responding to what already exists. This position also involves rotational, follow-the-sun coverage and coordination with overseas teams as needed.

Responsibilities

• Serve as the first point of contact for production incidents, alerts, and support requests across the trading environment
• Assess the scope and business impact of an issue before diving into technical triage, and communicate that assessment clearly and quickly
• Provide concise, business-friendly status updates to stakeholders and management throughout an incident, in addition to more technical detail for engineering teams
• Investigate, troubleshoot, and help resolve production issues, escalating to the right teams when needed
• Maintain clear, accurate, and well-documented incident tickets and post-incident summaries
• Partner with engineering and platform teams to support safe, reliable deployment of new code into production
• Help design, build, and maintain monitoring and alerting from scratch, including custom dashboards and alert logic
• Monitor and help ensure the health of databases and infrastructure components across the environment
• Contribute to and follow operational playbooks and runbooks, and help improve them over time
• Participate in a rotational on-call/coverage schedule, including coordination with international teams

• Strong, hands-on experience in incident management, including communication, escalation, and documentation practices
• Solid working knowledge of Linux, AWS, and Kubernetes environments
• Experience with databases and the ability to assess and maintain database health, regardless of specific platform
• Scripting or programming experience, ideally with Python
• Experience configuring and tuning monitoring and alerting from the ground up (tool-agnostic — doesn't need to be Elastic specifically)
• Excellent verbal and written communication skills, with the ability to translate technical issues into clear, concise business updates
• Comfort working directly alongside business stakeholders, not just other engineers
• Prior experience within financial services, ideally at a hedge fund
• A calm, methodical mindset when things go wrong, prioritizing scope and communication before jumping straight into fixing

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