Job Summary
Realta is a dynamic and innovative technology company dedicated to reshaping the landscape of financial risk and compliance management. We seek a L2 Technical Support Engineer with focus on providing comprehensive technical support to our cutting-edge platform to join our talented team at the Fraud & Risk Management Research & Development Centre of Excellence in Limerick City Centre.
At Realta, we are committed to building a diverse and inclusive workplace where everyone can thrive. We welcome applications from all qualified people of all backgrounds, experiences and identities. We believe that different perspectives strengthen our team and help us grow together. Visa sponsorship may be available for the right candidate, in line with Irish employment permit regulation.
Position Overview
As a L2 Technical Support Engineer, your crucial role involves resolving complex technical issues escalated beyond Tier 1. You will act as the main link between our customers and our engineering team.
You will lead the investigation of intricate, escalated system failures, diving deep into production logs and telemetry data to identify the true root cause. You will collaborate directly with Software development, and Product teams to reproduce edge-case failures, isolate bug root causes, and provide high-fidelity tickets to software engineering for permanent resolution, reducing future L1 escalations.
How you will contribute:
- Take ownership of technical issues, providing prompt and effective resolution to ensure minimal disruption and high satisfaction.
- Investigate and troubleshoot complex technical issues using diagnostic tools and logs to identify root causes and efficient resolutions, collaborating with the Engineering team when necessary.
- Provide robust support coverage through scheduled on-call rotations, including required shifts during holidays and weekends, based on business needs and service level agreements.
- Record all customer interactions, including detailed troubleshooting steps, investigation findings, and final resolution.
- Work cross-functionally across engineering and product to build processes and manage issues.
- Author and maintain high-quality knowledge base articles that empower customers and lower-tier support staff to resolve common issues independently.
Desired Experience:
- 1 year of experience in L2 technical support, application triage, or systems troubleshooting.
- Bachelor’s degree in a relevant discipline or relevant experience.
- Proven ability to triage production issues by analyzing application/server logs (e.g., Grafana, Datadog, Logstash, Splunk).
- Hands-on experience inspecting REST APIs using tools like Postman, cURL, or browser dev tools.
- Strong appetite and curiosity to learn new tools, platform architectures, and emerging technology stacks.
- Excellent written and verbal communication skills to translate technical bugs into actionable engineering tickets.
We are looking for individuals with the potential to learn and grow, and we strive to provide a supportive environment for developing your skills. If Realta and this role sound like a good fit for you, we encourage you to apply even if you don’t meet all of the qualifications listed above. Strong candidates rarely tick every single box, and research shows that individuals from underrepresented groups are especially likely to underestimate their readiness. Please don’t discount yourself prematurely, we want to hear from you.
Benefits
We offer a competitive and inclusive benefits package designed to support your wellbeing and work-life balance. Our benefits include:
- Generous annual leave
- Hybrid working
- Family friendly & wellbeing leave policies
- Comprehensive healthcare plan and support
- Pension plan
- Opportunities for learning and career development
- A workplace culture that values diversity, equity and inclusion
We understand everyone has commitments outside of work, and where possible we aim to help you balance your career and personal life.
Additional information: This is a hybrid role in our Limerick City office that includes work from home and assigned office days set by your manager.
Disclaimer:
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
Realta reserves the right to alter this description at any time. Realta practices the concept of equal employment opportunity with respect to hiring, promotions, transfers, pay, discipline, fringe benefits, and all other terms and conditions of employment. No individual will be discriminated against, and no employment decisions will be made, on the basis of an individual's race, color, national origin, religion, age, gender, protected disability, marital status, familial status, veteran status, height, weight or citizenship.
