Description
At Ripple, we’re building a world where value moves like information does today. It’s big, it’s bold, and we’re already doing it. Through our crypto solutions for financial institutions, businesses, governments and developers, we are improving the global financial system and creating greater economic fairness and opportunity for more people, in more places around the world. And we get to do the best work of our career and grow our skills surrounded by colleagues who have our backs. If you’re ready to see your impact and unlock incredible career growth opportunities, join us, and build real world value. THE WORK: 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: - 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 ongoing basis - Demonstrate, reproduce, successfully debug, and resolve technical issues across our customers’ technology stack - Design and build tools and scripts to help analyze the product, database, and network log files and narrow the cause of issues - Help to build and administer the infrastructure and systems that keep our customers up to date and informed - Become a subject matter expert on Ripple's revolutionary technology and products and an authority in the product requirements for production excellence - Work with engineering and product to fix issues, release patches, and install in customer environments - Coach and guide Ripple customers in implementing standard methodology policies and procedures for the smooth running of Ripple technology - Voice of the customer: communicate customer’s requirements and desires back to Product Development and Engineering to influence Product Functionality and Roadmap - You will be required to participate in out-of-hours customer production support from time to time WHAT YOU'LL BRING: - 5–8 years of experience implementing or supporting transaction processing systems in payments, cash management, or trade finance product in a sophisticated technical environment - Strong hands-on