{"id":2499246,"url":"https://alion.io/job/shield-fc-technical-support-engineer","title":"Technical Support Engineer","company":{"id":2063608,"name":"Shield FC","domain":"shieldfc.com","url":"https://alion.io/company/shieldfc","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Comeet","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":100000,"max":120000,"currency":"USD","period":"year","gross":null,"usd_annual":120000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"ETL/ELT","optional":false},{"name":"Grafana","optional":false},{"name":"Kubernetes","optional":false},{"name":"Prometheus","optional":false},{"name":"Windows","optional":false},{"name":"Claude Code","optional":true},{"name":"Confluence","optional":true},{"name":"Cursor","optional":true},{"name":"Incident Management","optional":true},{"name":"Jira","optional":true},{"name":"OpenSearch","optional":true}],"status":"live","first_seen_at":"2026-10-05T11:25:07Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-10-23T01:30:13Z","board_verified":true,"closed_at":null,"days_open":17,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":17},"description":"Description\nShield is a global startup, with offices in TLV, NYC, LDN, and LIS. We’re growing and looking for another important piece of the puzzle.\nIs it you?\nWe are looking for an experienced Technical Support Engineer with strong application and infrastructure troubleshooting expertise to serve as the primary technical support resource for our US region customers. This role combines deep technical knowledge with a customer support focus, ensuring customers can successfully operate Shield reliably in production. You’ll work closely with customers (on the business and IT side) and with various Shield teams to diagnose and resolve complex technical issues.\nWhat you’ll do\nProvide expert technical support for Shield deployments across US time zones as part of the global support team. \nTroubleshoot Application impacting issues covering different application and infrastructure dimensions. \nSupport customers with integration challenges and troubleshoot data flows between Shield and external systems. \nProactively monitor customer environments using Prometheus, Grafana, and other observability tools to identify potential issues. \nBreak down complex technical issues and escalate clearly to R&D with supporting data, logs, and analysis. \nDocument all customer interactions, solutions, and technical patterns in the ticketing system and knowledge base. \nCollaborate with R&D, Product, and Operations teams to resolve customer issues and improve platform reliability. \nAct as the regional technical escalation point for complex incidents and infrastructure issues. \nRespond to customer technical support requests via ticketing system in a timely and professional manner. \nParticipate in a rotating on-call schedule\nRequirements\nExperience and skills\nRequired\n2-4 years of experience in Technical Support (L1 and L2), DevOps Support, or Site Reliability Engineering - MUST. \nCustomer-facing technical support in SaaS or enterprise environments. \nStrong knowledge of Kubernetes from a troubleshooting and operational perspective. \nHands-on experience with cloud infrastructure (AWS) and cloud-native technologies. \nSolid understanding of Linux/Windows operating systems and system administration. \nExpert-level troubleshooting and root cause analysis skills for complex application and infrastructure issues. \nStrong knowledge of observability and monitoring tools (Prometheus, Grafana, and Groundcover). \nDeep understanding of APIs, integrations, and data pipeline architectures (ETL, webhooks, message queues). \nStrong troubleshooting, analytical, and problem-solving skills. \nSuperb written and verbal communication skills in English, with ability to explain technical concepts clearly. \nAbility to multitask, prioritize effectively, and work both independently and as part of a team. \nAbility to work flexibly across US time zones to support regional customers. \nWillingness and availability to travel for initial onboarding and training, with occasional business travel thereafter.\nNice to have\nExperience using AI Tools (Such as Cursor, Claude Code). \nOpenSearch operations, and troubleshooting. \nFamiliarity with US financial compliance requirements and technical implications. \nExperience using Zendesk, Jira, and Confluence for documentation and incident management.\n*** This position is based in New York - The base yearly salary for this role is between $100,000 USD - $120,000 USD a year. The salary will be dependent upon many factors, including your experience level, skill set, and market knowledge. This range is based on Shield’s good faith estimate as of the date of the job posting and may be modified in the future.\nMore information about Shield:\nShield is the industry’s most comprehensive digital communications governance and archiving solution, purpose-built for financial institutions. Named a Visionary by Gartner, Shield’s platform blends AI innovation with deep regulatory expertise to simplify compliance, strengthen security, and unlock efficiency.\nTrusted by leading global financial institutions, Shield works closely with its partners to help compliance teams uncover hidden risks, prevent financial crimes, and protect both people and markets. . With operations across key financial hubs worldwide, we support customers wherever they operate, navigating complex regulatory environments with confidence. At our core, we’re focused on building trust: protecting market integrity and creating a world where communication is understood and accountable.\nOur work has been recognized by industry leaders and analysts, including Deloitte Fast 500, Dun & Bradstreet’s Top 20 Companies, Regulation Asia Awards, and RegTech Insight Awards Europe-reflecting our impact, growth, and commitment to excellence.\nIf you’re ready to make a real impact at a fast-growing, mission-driven company working with the world’s leading banks to redefine communication governance and compliance - this is the place for you.","description_format":"text","description_chars":4936,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","LLM & Generative AI","Legal AI"],"lifecycle":[{"event":"open","at":"2026-10-14T05:30:39Z"}],"visa":[],"liveness":{"score":57,"band":"ok","label":"Likely open","p_open":1,"p_active":0.765,"p_room":0.75,"age_days":16,"expected_fill_days":20,"reasons":["conf:0","velocity","win:late","comp:junior"],"computed_at":"2026-10-22T06:10:10Z"},"pay":{"stated_usd_annual":120000,"is_top_pay":true},"html_url":"https://alion.io/job/shield-fc-technical-support-engineer","json_url":"https://alion.io/job/shield-fc-technical-support-engineer.json","meta":{"generated_at":"2026-10-23T01:55:53Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3196,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2063608},"rest":"https://alion.io/mcp/rest/get_company?id=2063608"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fshield-fc-technical-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fshield-fc-technical-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fshield-fc-technical-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/shield-fc-technical-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fshield-fc-technical-support-engineer"}]}