Technical Services Engineer

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 on-going 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’ experience implementing or supporting transaction processing systems supporting cash management, payments, or trade finance product in a complex technical environment
• A strong sense of ownership, and compassionate attitude that “the customers’ problem is my problem”
• Excellent decision-making capabilities and the 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.
• Strong 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
• The ability to communicate your knowledge of enterprise-level, commercially available hardware and software products, operating systems, networking systems, and methodologies for integrating web-based products
• Work in a team environment 7x24x365 with the ability to function with independent discretion during rotating shift work.
• Must be comfortable with some customer-related travel (10-20% travel)