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L2 Support Engineer

3 weeks ago

Manila, National Capital Region, Philippines CUBE Full time

CUBE are a global RegTech business defining and implementing the gold standard of regulatory intelligence for the financial services industry. We deliver our services through intuitive SaaS solutions, powered by AI, to simplify the complex and everchanging world of compliance for our clients.

Why us?
CUBE is a globally recognized brand at the forefront of Regulatory Technology. Our industry-leading SaaS solutions are trusted by the world's top financial institutions globally.

In 2024, we achieved over 50% growth, both organically and through two strategic acquisitions. We're a fast-paced, high-performing team that thrives on pushing boundaries—continuously evolving our products, services, and operations. At CUBE, we don't just keep up we stay ahead.

We believe our future is built by bold, ambitious individuals who are driven to make a real difference. Our "make it happen" culture empowers you to take ownership of your career and accelerate your personal and professional development from day one.

With over 700 CUBERs across 19 countries spanning EMEA, the Americas, and APAC, we operate as one team with a shared mission to transform regulatory compliance. Diversity, collaboration, and purpose are the heartbeat of our success.

We were among the first to harness the power of AI in regulatory intelligence, and we continue to lead with our cutting-edge technology. At CUBE, You will work alongside some of the brightest minds in AI research and engineering in developing impactful solutions that are reshaping the world of regulatory compliance.

Role Mission
To ensure the stability, performance, and reliability of the organization's technology infrastructure by delivering advanced second-level (L2) technical support, resolving complex system issues, and collaborating across teams to maintain seamless operations.

Key Responsibilities

  • Deliver L2 technical support for hardware, software, and network-related issues, ensuring timely resolution and minimal downtime.
  • Monitor critical systems for performance, availability, and reliability; proactively address alerts and system anomalies.
  • Act as the escalation point for L1 support teams, collaborating to troubleshoot and resolve more complex technical challenges.
  • Conduct routine system maintenance, including patch management, updates, and data backups.
  • Support the rollout and deployment of new technologies and infrastructure upgrades.
  • Maintain detailed documentation of configurations, troubleshooting procedures, and system changes.
  • Provide technical guidance and training to L1 support teams and assist end-users where necessary.
  • Participate in an on-call support rotation to provide 24/7 coverage for mission-critical systems.
  • Contribute to root cause analysis (RCA) for recurring incidents and implement preventive measures.

Required Skills & Qualifications

  • Minimum 3 years of experience in IT support roles, including at least 1 year in an L2 support function.
  • Proficient in Windows and Linux operating systems, with strong understanding of networking protocols such as TCP/IP, DNS, and DHCP.
  • Hands-on experience with virtualization tools like VMware and Hyper-V, as well as cloud platforms such as AWS and Azure.
  • Proficiency in scripting languages (e.g., PowerShell, Python) to support automation initiatives.
  • Familiarity with the ITIL framework and best practices in incident, change, and problem management.
  • Demonstrated ability in managing alerts and monitoring systems.
  • Strong analytical and problem-solving capabilities, especially under time constraints.
  • Excellent communication, collaboration, and interpersonal skills.

Interested?
If you are passionate about leveraging technology to transform regulatory compliance and meet the qualifications outlined above, we invite you to apply. Please submit your resume detailing your relevant experience and interest in CUBE.

CUBE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.