About the role
Position: Level 2 Technical Support Engineer Job Location: Canada_Remote Job Type: Full Time Immediate Interview
Company Overview: We provides state-of-the-art, at-scale trade surveillance software across all lines of defense. Its powerful, award-winning Validus platform is easy to deploy, customize, and operate across equities, options, futures, foreign exchange (FX), fixed income, and digital asset markets. Validus is proven in the most complex, high-volume, real-time environments rapidly growing client base — including tier-1 banks, broker-dealers, futures commission merchants (FCMs), proprietary trading groups, market centers, buy-side institutions, energy and commodity trading firms, and regulators.
Position: Level 2 Technical Support Engineer : Reporting to the Global Head of Support, this role owns complex, escalated customer tickets end-to-end — from root cause investigation through resolution — while partnering with Engineering and Infrastructure to fix confirmed platform issues and monitor production systems for early warning signs. Ideal for a systematic troubleshooter with strong SQL, Linux, python and shell scripting skills and trade lifecycle knowledge, who builds tooling and referenceable troubleshooting guides to reduce repeat investigations and can translate technical findings clearly for engineers and clients alike. Mountain or Pacific time zone preferred to help cover the gap between US and APAC support.
Responsibilities: Monitor incidents, service requests, and production issues against SLAs Monitor infrastructure and operational alerts to catch issues before they hit customers Coordinate with L1 and the global L2 team for timely ticket response and handover Own complex tickets end-to-end — investigation, root cause, resolution Provide advanced support for critical production incidents Build scripts and diagnostic tools to speed up recurring investigations Partner with Engineering/Infrastructure to reproduce defects and drive fixes Turn recurring findings into documentation and proactive monitoring Keep escalated tickets moving — flag, unblock, or close tickets with no active engineering dependency Apply consistent ticket categorization (defect vs. enhancement) and participate in the regular L2 triage cadence Support handover and continuity with global support teams across regions, ensuring smooth shift transitions on open issues
Requirements Methodical, hypothesis-driven troubleshooting background (support, DevOps, or systems engineering) Experience with configuration management (JSON, XML) Strong SQL skills for data investigation (Oracle/ClickHouse a plus) Linux/Unix proficiency and scripting (Python, Bash, vi/less or similar) Trade lifecycle and market/reference data knowledge strongly preferred Clear communicator — technical and non-technical audiences, written and real-time Hands-on experience with AI tools (Copilot, Claude, Gemini, etc.) Trade surveillance / market-abuse concept familiarity a plus Mountain/Pacific time zone preferred, or willingness to work 12–8 EST for APAC coverage
About Gemini Solutions Pvt Ltd
Gemini Solutions is a global IT firm, a leading offshore outsourcing company with a specialized focus in financial services. Gemini offers several management services and is able to combine our range of services to suit a diverse range of needs. Having well equipped automated corporate office in Gurgaon and a nationwide network of associate offices.
We provide asset owners and fund managers with a wide range of support, operations outsourcing solutions, and servicing to offshore development. We also deliver innovative performance measurement and analytics tools, giving our clients the information they need to make better-informed decisions.
We’ve structured our IT community in a way that not only fosters teamwork but actually depends on it. We optimize IT best practices with IT resources available around the clock. The result is a technology that provides clients with valuable investment information and helps make them more productive.
With a creative management system, a skilled team, and inherent agility, Gemini Solutions strives to provide custom, affordable, and quality services to its patrons.
With a range of clients that we service we stick with our guiding philosophy:
• Focus on the Relationship: Understanding the personality and expectations of the client, client organization, and all other stakeholders • Clearly Defined Role: Defined roles and responsibilities for both clients, other stakeholders and consulting team • Visualize Success: Helping the client see the end at the beginning • We Advise, You Decide: Client is the best person to decide • Be Oriented Towards Results: Ensuring that the solution addresses end-user concerns, user training, implementation and maintenance constraints
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About the role
Position: Level 2 Technical Support Engineer Job Location: Canada_Remote Job Type: Full Time Immediate Interview
Company Overview: We provides state-of-the-art, at-scale trade surveillance software across all lines of defense. Its powerful, award-winning Validus platform is easy to deploy, customize, and operate across equities, options, futures, foreign exchange (FX), fixed income, and digital asset markets. Validus is proven in the most complex, high-volume, real-time environments rapidly growing client base — including tier-1 banks, broker-dealers, futures commission merchants (FCMs), proprietary trading groups, market centers, buy-side institutions, energy and commodity trading firms, and regulators.
Position: Level 2 Technical Support Engineer : Reporting to the Global Head of Support, this role owns complex, escalated customer tickets end-to-end — from root cause investigation through resolution — while partnering with Engineering and Infrastructure to fix confirmed platform issues and monitor production systems for early warning signs. Ideal for a systematic troubleshooter with strong SQL, Linux, python and shell scripting skills and trade lifecycle knowledge, who builds tooling and referenceable troubleshooting guides to reduce repeat investigations and can translate technical findings clearly for engineers and clients alike. Mountain or Pacific time zone preferred to help cover the gap between US and APAC support.
Responsibilities: Monitor incidents, service requests, and production issues against SLAs Monitor infrastructure and operational alerts to catch issues before they hit customers Coordinate with L1 and the global L2 team for timely ticket response and handover Own complex tickets end-to-end — investigation, root cause, resolution Provide advanced support for critical production incidents Build scripts and diagnostic tools to speed up recurring investigations Partner with Engineering/Infrastructure to reproduce defects and drive fixes Turn recurring findings into documentation and proactive monitoring Keep escalated tickets moving — flag, unblock, or close tickets with no active engineering dependency Apply consistent ticket categorization (defect vs. enhancement) and participate in the regular L2 triage cadence Support handover and continuity with global support teams across regions, ensuring smooth shift transitions on open issues
Requirements Methodical, hypothesis-driven troubleshooting background (support, DevOps, or systems engineering) Experience with configuration management (JSON, XML) Strong SQL skills for data investigation (Oracle/ClickHouse a plus) Linux/Unix proficiency and scripting (Python, Bash, vi/less or similar) Trade lifecycle and market/reference data knowledge strongly preferred Clear communicator — technical and non-technical audiences, written and real-time Hands-on experience with AI tools (Copilot, Claude, Gemini, etc.) Trade surveillance / market-abuse concept familiarity a plus Mountain/Pacific time zone preferred, or willingness to work 12–8 EST for APAC coverage
About Gemini Solutions Pvt Ltd
Gemini Solutions is a global IT firm, a leading offshore outsourcing company with a specialized focus in financial services. Gemini offers several management services and is able to combine our range of services to suit a diverse range of needs. Having well equipped automated corporate office in Gurgaon and a nationwide network of associate offices.
We provide asset owners and fund managers with a wide range of support, operations outsourcing solutions, and servicing to offshore development. We also deliver innovative performance measurement and analytics tools, giving our clients the information they need to make better-informed decisions.
We’ve structured our IT community in a way that not only fosters teamwork but actually depends on it. We optimize IT best practices with IT resources available around the clock. The result is a technology that provides clients with valuable investment information and helps make them more productive.
With a creative management system, a skilled team, and inherent agility, Gemini Solutions strives to provide custom, affordable, and quality services to its patrons.
With a range of clients that we service we stick with our guiding philosophy:
• Focus on the Relationship: Understanding the personality and expectations of the client, client organization, and all other stakeholders • Clearly Defined Role: Defined roles and responsibilities for both clients, other stakeholders and consulting team • Visualize Success: Helping the client see the end at the beginning • We Advise, You Decide: Client is the best person to decide • Be Oriented Towards Results: Ensuring that the solution addresses end-user concerns, user training, implementation and maintenance constraints