Technical Services Engineer

Ripple



As a Technical Services Engineer, you will be providing first-class service and support for our financial institution and payment provider customers using Rippleโ€™s mission-critical software to make payments around the globe. In your role you will directly work with our customers and coordinate with Rippleโ€™s Engineering teams to troubleshoot, replicate, and resolve issues to our customersโ€™ 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 organisation as appropriate from Project Management, Integration, Engineering, and our Leadership team, in order to own and drive customer issues to resolution in a timely manner.

You will play a key role in configuring production support and oversight arrangements for Ripple customers so that the risk of service interruption is reduced. You will perform regular health checks and audits of Ripple product installations to confirm that they adhere to Rippleโ€™s best practices. These preventative activities will be instrumental in ensuring a smooth and reliable production experience for all users of Ripple technology. You will support customers during application of patches, fixes and product updates and share learnings and best practices with the customer base.

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 issues across our customersโ€™ technology stack
  • Design & build routine tools and scripts to help analyze product, database, and network log files and narrow the root cause of issues
  • 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 & product to fix issues, release patches, and install in customer environments
  • Work with customers to implement best practice policies and procedures for the smooth running of Ripple technology
  • Assist in QA and validation of releases against known customer environments and configurations
  • You will be required to participate in out-of-hours customer production support from time to time

WHAT WE'RE LOOKING FOR:

Required

  • 5-10+ years experience implementing or supporting transaction processing systems supporting cash management, payments, or trade finance product in complex technical environment
  • A strong sense of ownership, and empathy towards the needs of our customers deep technical and functional understanding of payment flows & cross border payment processing
  • Knowledge of IT Infrastructure including Databases, Firewalls, Load Balancers, Proxy Servers, Application & Web Servers.
  • Strong collaboration skills to partner with internal Product and Engineering teams as well as external customers in an agile and diverse environment
  • Excellent oral, written & 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

Preferred

  • Experience supporting mission-critical applications
  • Experience with testing tools & technologies -- Test Harnesses
  • Experience working with a global team that at times requires flexibly around working hours
  • Hands-on coding experience in web based technologies:
    • Web Services
    • Experience with Linux, Javascript, Ruby or Python
    • 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 Zendesk, Jira, Confluence,test/defect management tools and processes and real-time monitoring tools such as Splunk.
  • Experience of providing customer support in a peer-to-peer technology environment

WHO WE ARE:

Ripple is doing for value what the internet did for information: enabling its instant and seamless flow around the world. We call this the Internet of Value (IoV). Using blockchain and cryptocurrency technology, Ripple is dedicated to creating powerful gains in financial efficiency, equity and inclusion. In addition, Ripple is developing and enabling the future use cases that will catalyze the new digital economy for governments, businesses and consumers.

Ripple has offices in San Francisco (HQ), New York, London, Mumbai, Singapore, Sรฃo Paulo, Toronto, Reykjavรญk, Washington D.C. and Dubai.

WHAT WE OFFER โ€“ The resources and support to be your best at work and beyond:

Do Your Best Work

  • The opportunity to build in a fast-paced start-up environment with experienced industry leaders
  • 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.
  • 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.
  • Ripple is Flexible First: you have the option to work remotely, from our offices, or a combination of the two within the 11 countries we are located around the world.
  • Weekly all-company meeting - business updates and ask me anything style discussion with our Leadership Team
  • We come together for moments that matter which include team off-sites, team bonding activities, happy hours and more!

Take Control of Your Finances

  • Competitive salary, bonuses, and equity
  • Bonus Flexibility Program: Participants in the Corporate Bonus Plan have the option to elect to receive their annual bonus in cash, equity or XRP, or a combination.
  • 100% paid medical and dental and 95% paid vision insurance for employees starting on your first day
  • 401k (with match)
  • Commuter benefits
  • Employee giving match
  • Mobile phone stipend

Take Care of Yourself

  • Twice a quarter R&R days so you can rest and recharge
  • Generous wellness reimbursement and weekly onsite & virtual programming
  • Flexible 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

Benefits listed above are for full-time employees. Interns - please discuss benefits with your recruiter.


Ripple is an Equal Opportunity Employer. Weโ€™re committed to building a diverse and inclusive team. We do not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by local law or ordinance.


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