Senior Support Engineer – Interoperability

This is a fully remote position, open to applicants in United States.

📋 Description

• Offer advanced technical and functional assistance for Interoperability and Smart Trading products, including Transaction Management and XES.

• Act as the technical leader during SEV1 and SEV2 incidents.

• Lead troubleshooting initiatives and facilitate resolution activities across various teams.

• Analyze and resolve intricate production issues.

• Conduct root cause analyses and suggest preventive actions.

• Oversee application health, system performance, and operational stability in production settings.

• Collaborate with Engineering, Product Management, Professional Services, and Infrastructure teams to address product defects and operational hurdles.

• Assist in deployment, configuration, maintenance, and upgrade tasks across both hosted and on-premises customer environments.

• Ensure compliance with incident, problem, and change management protocols.

• Provide a consistent, responsive, and high-quality customer experience throughout support interactions.

• Maintain documentation related to troubleshooting methods, known issues, and operational runbooks.

• Guide Support Engineers and junior team members.

• Promote continuous enhancement in monitoring, automation, operational efficiency, and service quality.

• Participate in on-call rotations and support critical business systems that operate 24x7.

• Work with customers and internal stakeholders to comprehend business processes and deliver solutions aligned with platform capabilities.

• Achieve or surpass quality, productivity, customer satisfaction, and service level goals.

• Fulfill annual performance review or goal-setting tasks.

• Complete special projects and other assigned responsibilities.

⛳️ Requirements

• At least 5-7 years of relevant experience.

• Bachelor’s degree or equivalent professional experience.

• In-depth knowledge of Transaction Management systems.

• Extensive knowledge of the XES platform.

• Comprehensive understanding of trading and brokerage workflows.

• Strong knowledge of market connectivity and transaction processing.

• Familiarity with production support methodologies.

• Proficient in Linux/Unix administration and troubleshooting.

• Working knowledge of relational databases such as Oracle.

• Familiarity with Microsoft SQL Server.

• Basic understanding of Java.

• Experience with XML.

• Experience with JSON.

• Familiarity with API integrations.

• Experience with file-based processing and messaging systems.

• Knowledge of system monitoring, log analysis, and performance troubleshooting.

• Understanding of Incident Management, Problem Management, Change Management, and Service Management processes.

• Strong analytical, diagnostic, and problem-solving skills.

• Experience with cloud-hosted environments and modern monitoring tools is preferred.

• Knowledge of middleware, messaging platforms, and integration technologies is preferred.

• Exposure to automation and scripting for operational efficiency is preferred.

• Familiarity with ITIL processes and best practices is preferred.

• Strong customer service orientation and stakeholder management skills.

• Ability to maintain composure and effectiveness during high-pressure production incidents.

• Excellent verbal and written communication skills.

• Strong sense of ownership with the ability to navigate issues to resolution.

• Capability to manage multiple priorities and work autonomously.

• Commitment to continuous learning with a passion for developing product and domain knowledge.

• Team-oriented with a proven track record of mentoring and supporting colleagues.

• Ability to thrive in a fast-paced, customer-centric environment.

• Flexibility to support a 24x7 operational model, including participation in on-call rotations and critical incident support.

• Must be able to perform duties with or without reasonable accommodation.

🏝️ Benefits

• Medical insurance coverage.

• Dental insurance coverage.

• Vision insurance coverage.

• Disability insurance coverage.

• Life insurance coverage.

• 401(k) savings plans.

• Paid family leave.

• 9 paid holidays per year.

• 17-27 days of Paid Time Off (PTO) per year, based on specific level and length of service.

• Remote work options.

• Virtual interviews.