Custodia on cord

Custodia

Technical Support Agent

External position
Knutsford, UK
Hiring internally for Custodia?
RegTech · Data
We capture, validate and secure digital assets (data) for regulated industries.
Posted
3 weeks ago
Checked
cord regularly checks that external positions are still open
2 days ago

Skills & Experience

Job roles: Support Engineer
Experience level: Mid
Core skills considered: Linux, SQL Server, Azure, Docker, Kubernetes
Other skills considered: PowerShell, Python, Bash, Terraform, Ansible

Logistics

Base salary: Undisclosed
Some companies on cord are unable to disclose salaries publicly due to internal company policies. Message the company for salary information.
Employment type: Permanent
Remote working: Hybrid
Visa sponsorship: Not available

Job Description

As a Technical Support Agent (L2), you will provide advanced technical support for Custodia's products and services, focusing on troubleshooting and resolving complex issues while escalating only the most advanced cases. You will work closely with the Tech Support Team Lead and other team members to ensure timely resolution of support requests, maintain high levels of customer satisfaction, and contribute to the overall operational efficiency of the technical support function. The role requires solid technical knowledge, critical thinking, and strong communication skills to bridge customer needs and technical resolutions.


Key Responsibilities

Technical Support & Troubleshooting:

  • Resolve Level 2 technical support tickets, escalations, and incidents within defined SLAs.
  • Diagnose and troubleshoot complex technical problems using system logs, monitoring tools, and issue documentation.
  • Troubleshoot and resolve system and network issues, ensuring minimal downtime and optimal performance.
  • Provide detailed root cause analysis for recurring issues and propose solutions to improve system stability.
  • Perform intermediate-level configurations, installations, maintenance and updates on Custodia's hybrid cloud and on-premises systems.
  • Collaborate with the Tech Support Team Lead to refine troubleshooting methodologies and best practices.

System Monitoring & Maintenance:

  • Monitor system performance and resource utilization, identifying areas for optimization.
  • Ensure platform performance meets defined KPIs, escalating deviations when necessary.
  • Assist in configuring, maintaining, and updating infrastructure as code tools like Terraform and Ansible.
  • Support and maintain the CI/CD pipelines under the direction of senior engineers or team leads.
  • Ensure all technical documentation is accurate and up-to-date for internal use.

Customer Interaction & Case Management:

  • Communicate with customers to gather detailed information about technical issues and provide timely updates on case progress.
  • Escalate unresolved or highly complex issues to Level 3 support or product teams, ensuring all relevant details are captured.
  • Work collaboratively with the Customer Service Team to ensure seamless resolution of customer concerns.

Team Collaboration & Knowledge Sharing:

  • Actively participate in team meetings, training sessions, and technical discussions to enhance overall team knowledge.
  • Share insights and lessons learned from resolved incidents to help reduce repeat issues.
  • Foster a culture of collaboration and teamwork to improve service delivery and team efficiency.

Operational Efficiency & Process Improvement:

  • Proactively identify opportunities to improve processes, tools, and workflows for technical support.
  • Provide input on alarming and threshold configurations to ensure optimal system monitoring.
  • Contribute to building and maintaining a robust knowledge base for recurring issues and best practices.
  • Participate in post-incident reviews and contribute to implementing preventive measures to reduce similar issues.

What You Bring

Required Technical Skills:

  • 2+ years of experience supporting IT enterprise level infrastructure or a related technical role.
  • Strong knowledge of mixed Windows Server (2012-2019) and Linux (RedHat), SQL Server, Networking, and Active Directory.
  • Familiarity with cloud environments (e.g., Azure, Google Cloud) and containerization technologies (e.g., Docker, Kubernetes).
  • Proficiency in scripting languages (e.g., PowerShell, Python, Bash).
  • Experience working with ticketing systems and adhering to SLAs/KPIs.
  • Exposure to voice recording platforms, IP networks, or storage technologies is a plus.

Preferred Skills:

  • Basic understanding of CI/CD pipelines and infrastructure as code tools (e.g., Terraform, Ansible).
  • Bachelor's degree in Computer Science, Information Systems, or related field or equivalent work experience.
  • Certifications such as ITIL Foundation, Microsoft Azure, or equivalent are highly desirable.

Soft Skills:

  • Reliability: Consistently delivers high-quality work on time and communicates effectively when delays occur.
  • Critical Thinking: Demonstrates the ability to analyze technical issues logically and identify effective solutions.
  • Customer Focus: Balances technical resolutions with customer satisfaction, ensuring clear and empathetic communication.
  • Teamwork: Collaborates effectively with team members, mentors junior staff, and contributes to shared goals.
  • Productivity: Manages tasks independently, prioritizes effectively, and meets deadlines consistently.
Technical Support Agent at Custodia
Position posted 3 weeks ago

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Starling Bank on cord

Starling Bank

Full Stack Engineer (ML Ops)

London, UK
FinTech · Banking · Finance
A better bank for everyone
Active
over 6 months ago
Responds to
0% of requests
Responds in
1h 55m
Requests
7 pending

Skills & Experience

Job roles: Full Stack
Experience level: Mid, Senior
Core skills considered: Java, React, Redux, AWS, JavaScript

Logistics

Base salary: £70K - £110K
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

Starling is the UK’s first and leading digital bank on a mission to fix banking! Our vision is fast technology, fair service, and honest values. All at the tap of a phone, all the time.

Starling is the UK’s first and leading digital bank on a mission to fix banking! We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way.

We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

Our Data Environment

Our Data teams are excited about the value of data within the business, powers our product decisions to improve things for our customers and enhance effective and agile decision making, regardless of what their primary tech stack may be. Hear from the team in our latest blogs or our case studies with Women in Tech.

We are looking for talented data professionals at all levels to join the team. We value people being engaged and caring about customers, caring about the code they write and the contribution they make to Starling. People with a broad ability to apply themselves to a multitude of problems and challenges, who can work across teams do great things here at Starling, to continue changing banking for good.

Requirements

We have built our entire banking platform in house and mostly in Java. We are looking for people who want to work on building the tooling that is used by our engineers on a daily basis.

We are looking for people who are truly full stack, and are as comfortable polishing their javascript front end as they are debugging the innards of their java applications database interactions, or standing up infrastructure with terraform. We are looking for people who can:

  • Design REST apis.
  • Code backend services, ideally using Java, or another other server side compiled language.
  • Develop modern front ends, ideally using React and Redux.
  • Get their code into the cloud and support it there, ideally on AWS.
  • Believe in clean coding, simple solutions, automated testing and continuous deployment.
  • Like to take ownership of a feature from the original idea through to live.
  • Think (like us) that a small number of empowered developers is the right way to deliver software.

Company Benefits

  • 33 days holiday (including flexible bank holidays)
  • An extra day’s holiday for your birthday
  • 16 hours paid volunteering time a year
  • Part-time and/or flexible hours available for most roles
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary
  • Hybrid/remote working
  • Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
  • Generous family-friendly policies
  • Varied social groups set up and run by our employees
  • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
  • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

Full details are available on our careers site

Interview Process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

  • Stage 1 - 30 mins with one of the team
  • Stage 2 - Take home challenge
  • Stage 3 - 90 mins technical interview with two team members
  • Stage 3 - 45 min final with an executive and a member of the people team
Alex Yeates on cord
Message Alex Yeates at Starling Bank
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