Summary

Are you a problem-solver looking for an exciting technical challenge?

As a Technical Services Engineer, you will be providing first-class service and support for our financial institution customers using Ripple’s mission-critical software to make payments around the globe! In your role, you will directly work with our customers and coordinate with Ripple’s Engineering teams to troubleshoot, replicate, and resolve issues to our customer’s satisfaction.

You will analyze and resolve challenging technical issues and investigate and identify root causes at the product, data, or network level, all the while keeping key stakeholders informed and up to date on the situation. You will engage all levels of the Ripple organization as appropriate from the Engineering, Account Management, Delivery and our Leadership team, in order to own and drive customer issues to resolution in a timely manner.

You will play an important role in configuring production support and oversight arrangements for Ripple customers to reduce the risk of service interruption. These preventative activities will be instrumental in ensuring a smooth and reliable production experience for all users of Ripple technology.

WHAT YOU’LL DO:

1. Enhance and adhere to a world-class set of operational procedures and policies for mission-critical production support on a peer-to-peer payments network, and continually review & improve on these on an on-going basis
2. Demonstrate, reproduce, successfully debug, and resolve technical issues across our customers’ technology stack
3. Design and build tools and scripts to help analyze the product, database, and network log files and narrow the cause of issues
4. Help to build and administer the infrastructure and systems that keep our customers up to date and informed
5. Become a subject matter expert on Ripple's revolutionary technology and products and an authority in the product requirements for production excellence
6. Work with engineering and product to fix issues, release patches, and install in customer environments
7. Coach and guide Ripple customers in implementing standard methodology policies and procedures for the smooth running of Ripple technology
8. Voice of the customer: communicate customer’s requirements and desires back to Product Development and Engineering to influence Product Functionality and Roadmap
9. You will be required to participate in out-of-hours customer production support from time to time

WHAT YOU'LL BRING: 

1. 5-8 years’ experience implementing or supporting transaction processing systems supporting cash management, payments, or trade finance product in a complex technical environment
2. A strong sense of ownership, and compassionate attitude that “the customers’ problem is my problem”
3. Excellent decision-making capabilities and the ability to be highly effective in demanding situations
4. Deep technical and functional understanding of payment flows and cross border payment processing
5. Knowledge of IT Infrastructure including Databases, Firewalls, Load Balancers, Proxy Servers, Applications and Web Servers
6. Hands-on support/coding experience in web-based technologies:
7. Web Services, REST APIs, JSON
8. Experience with Linux, Javascript, Ruby or Python, Bash/S
9. Peer-to-peer networks
10. Real-time technologies
11. Working knowledge of Linux system administration with an emphasis on networking (TCP/IP) and security best practices
12. Experience with Jira, Confluence and test/defect management tools and processes and real-time monitoring tools such as Grafana
13. Experience in providing customer support in a peer-to-peer technology environment
14. Solid understanding of database systems (Oracle, MSSQL, PostGres) including common database tasks and cloud technologies (AWS/Azure)
15. Strong communication and collaboration skills to partner with internal Product and Engineering teams as well as external customers in an agile environment
16. Excellent oral and written and customer service skills
17. Proven analytical and problem-solving skills
18. Work in a team environment 7x24x365 with the ability to function with independent discretion during rotating shift work.
19. Must be comfortable with some customer-related travel (10-20% travel)

Skills

• Analytical Thinking
• AWS
• Database Management
• Development
• Problem Solving
• Python
• Software Engineering
• SQL
• Team Collaboration