About this role
We are seeking a highly motivated and detail-oriented Associate Systems Engineer to join our Global Operations team. This role is the foundational layer of our "Follow-the-Sun" support model, acting as the primary point of contact for technical triage and initial resolution of "break-fix" tickets for our high-performance SaaS trading platform. The Associate Systems Engineer will focus on monitoring, initial troubleshooting, and executing standard operating procedures (SOPs) to maintain platform stability. This is an ideal role for someone early in their career with a strong desire to learn the full infrastructure stack including: Linux, Windows, Virtualization, and AWS within a mission-critical production environment. Tier 1 & Tier 2 Support & Triage: Act as the initial responder for incoming technical tickets, providing triage and resolution for common "break-fix" issues related to Linux/Windows systems, AWS instances, and hardware. Hybrid Identity & MFA Triage: Triage and diagnose authentication and authorization failures across a global hybrid environment: Active Directory, Linux LDAP/SSSD, MFA/2FA, and AWS IAM role assumption errors. Virtualization Health & Performance Triage: Perform troubleshooting for global virtualization environments (e.g., Nutanix, Red Hat OpenShift Virt, VMware vSphere/ESXi or KVM) to maintain production uptime. Monitoring & Health Checks: Perform routine monitoring of global hybrid compute and storage services to ensure optimal health and performance. SOP Execution: Utilize and maintain technical runbooks (SOPs) for repeatable tasks such as user access requests, basic instance provisioning, and hardware status checks. Escalation Management: Clearly document and escalate complex issues to the Dispatch Lead or Senior Systems Engineers when they fall outside of standard SOPs. Automation Support: Assist in maintaining existing automation scripts (Bash/Python) and Infrastructure as Code (IaC) deployments under the guidance of senior team members. Documentation: Contribute to the internal knowledge base by documenting new troubleshooting steps and updating existing procedures. 24/5 Rotation: Participate in an 8-hour shift rotation (including potential swing or graveyard shifts) to provide seamless global coverage.