icapitalnetwork

Support Engineer - Associate

New
Lisboa, Portugal
Posted March 14, 2025

About the Role

iCapital is powering the world’s alternative investment marketplace. Our financial technology platform has transformed how advisors, wealth management firms, asset managers, and banks evaluate and recommend bespoke public and private market strategies for their high-net-worth clients. iCapital services approximately $210 billion in global client assets invested in 1,690 funds, as of November 2024.iCapital has been named to the Forbes Fintech 50 for six consecutive years (2018 – 2024); a three-time selection by Forbes to its list of Best Startup Employers (2021-2023); and a three-time winner of MMI/Barron’s Solutions Provider award (See link below).

Key Responsibilities

  • The Support Engineering team at iCapital is crucial for maintaining our services' reliability and being at the forefront of incident response. As an associate, you’ll work closely with Site Reliability Engineering team and have responsibilities monitoring our systems, responding to alerts, and coordinating initial incident response efforts. By working directly with our SRE team, you will not only learn and apply best practices in incident management but also gain valuable experience with modern observability and processes.
  • Participate in on-call rotations to monitor, respond, and assist in basic troubleshooting with production technical incidents
  • Monitor health and performance using New Relic, Prometheus/Grafana, Splunk dashboards
  • Create and maintain accurate incident data in Jira and Confluence
  • Support post-incident reviews by gathering relevant data and timeline information
  • Collaborate with SRE team to improve incident management processes
  • Help maintain and update runbooks and documentation
  • Assist in tracking incident metrics and trends
  • Qualifications
  • 2+ years of experience in technical support engineer, operations, NOC or similar role
  • Basic knowledge of CLI on Linux for incident data gathering and troubleshooting, with bonus experience in aws and kubernetes
  • Excellent written and verbal communication abilities
  • Experience with or willingness to learn new monitoring tools
  • Familiarity with ticketing systems (Jira) and documentation platforms (Confluence)
  • Bonus having experience with DevOps practices
  • Employees in this role will work fully remote. Every department has different needs, and some positions will be designated in-office jobs, based on their function.

Benefits & Compensation

  • •iCapital offers a comprehensive benefits package that includes a total compensation program consisting of competitive salary, annual performance bonus, and equity for all full-time employees; healthcare with 100% employer-paid health and dental insurance; and generous paid time off (PTO).
  • •For additional information on iCapital please visit https: //www.icapital.com/about-us Twitter:@icapitalnetwork | LinkedIn:https://www.linkedin.com/company/icapital-network-inc