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Technical Services Engineer

2 months ago

Sydney, New South Wales, Australia Ripple Full time
About the Role

We are seeking a highly skilled Technical Services Engineer to join our team at Ripple. As a Technical Services Engineer, you will be responsible for providing first-class service and support for our financial institution customers using Ripple's mission-critical software to make payments around the globe.

Key Responsibilities
  • Provide technical support and troubleshooting for our customers using Ripple's software
  • Work closely with our Engineering teams to resolve issues and improve the overall customer experience
  • Analyze and resolve challenging technical issues, identifying root causes and implementing solutions
  • Configure production support and oversight arrangements for Ripple customers to reduce the risk of service interruption
  • Design and build tools and scripts to help analyze product, database, and network log files
  • 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
Requirements
  • 5-8 years' experience implementing or supporting transaction processing systems supporting cash management, payments, or trade finance product in a complex technical environment
  • Strong sense of ownership and compassionate attitude towards customers
  • Excellent decision-making capabilities and ability to be highly effective in demanding situations
  • Deep technical and functional understanding of payment flows and cross-border payment processing
  • Knowledge of IT Infrastructure including Databases, Firewalls, Load Balancers, Proxy Servers, Applications, and Web Servers
  • Hands-on support/coding experience in web-based technologies: Web Services, REST APIs, JSON, Linux, Javascript, Ruby, or Python, Bash/S, Peer-to-peer networks, Real-time technologies
  • Working knowledge of Linux system administration with an emphasis on networking (TCP/IP) and security best practices
  • Experience with Jira, Confluence, and test/defect management tools and processes, and real-time monitoring tools such as Grafana
  • Experience in providing customer support in a peer-to-peer technology environment
  • Solid understanding of database systems (Oracle, MSSQL, PostGres) including common database tasks and cloud technologies (AWS/Azure)
  • Strong communication and collaboration skills to partner with internal Product and Engineering teams as well as external customers in an agile environment
  • Excellent oral and written and customer service skills
  • Proven analytical and problem-solving skills
  • Ability to work in a team environment 7x24x365 with the ability to function with independent discretion during rotating shift work
  • Comfortable with some customer-related travel (10-20%)
About Ripple

Ripple is a fast-paced start-up environment with experienced industry leaders. We offer a learning environment where you can dive deep into the latest technologies and make an impact. A professional development budget to support other modes of learning. We thrive in an environment where no matter what race, ethnicity, gender, origin, or culture they identify with, every employee is a respected, valued, and empowered part of the team.

We come together for moments that matter which include team offsites, team bonding activities, happy hours, and more. Take Control of Your Finances: Competitive salary, bonuses, and equity. Competitive benefits that cover physical and mental healthcare, retirement, family forming, and family support. Employee giving match. Take Care of Yourself: R&R days so you can rest and recharge. Generous wellness reimbursement and weekly onsite & virtual programming. Generous vacation policy - work with your manager to take time off when you need it. Industry-leading parental leave policies. Family planning benefits. Catered lunches, fully-stocked kitchens with premium snacks/beverages, and plenty of fun events.