Senior Support Engineer – Interoperability

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

📋 Description

• Provide expert technical and functional assistance for Interoperability and Smart Trading products, encompassing Transaction Management and XES.

• Act as the technical lead during SEV1 and SEV2 incidents, facilitating troubleshooting and coordinating resolutions across various teams.

• Analyze and resolve intricate production issues.

• Conduct root cause analyses and suggest preventive measures.

• Monitor 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 challenges.

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

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

• Provide responsive, high-quality customer support throughout the support-case lifecycle.

• Maintain documentation for troubleshooting processes, known issues, and operational runbooks.

• Mentor Support Engineers and junior team members.

• Propel continuous improvement in monitoring, automation, operational efficiency, and service quality.

• Participate in on-call rotations for mission-critical systems operating in a 24x7 environment.

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

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

• Fulfill annual performance-review objectives, special projects, and other assigned responsibilities.

⛳️ Requirements

• Minimum of 5-7 years of relevant experience with a Bachelor’s degree or equivalent professional experience.

• In-depth knowledge of Transaction Management systems.

• Proficient understanding of the XES platform.

• Strong familiarity with trading and brokerage workflows.

• Solid knowledge of market connectivity and transaction processing.

• Extensive understanding of production support methodologies.

• Proficient in Linux/Unix administration and troubleshooting.

• Working knowledge of relational databases, such as Oracle.

• Experience with Microsoft SQL Server.

• Proficiency in Java.

• Familiarity with XML.

• Knowledge of JSON.

• Experience with API integrations.

• Understanding of 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.

• Familiarity with middleware, messaging platforms, and integration technologies is preferred.

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

• Understanding of ITIL processes and best practices is preferred.

• Strong customer service orientation and stakeholder management capabilities.

• Ability to remain composed and effective during high-pressure production incidents.

• Excellent verbal and written communication skills.

• Strong ownership mindset with the capability to drive issues to resolution.

• Ability to juggle multiple priorities and work independently.

• Continuous learning attitude with a passion for developing product and domain expertise.

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

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

• Willingness 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 plan.

• Paid family leave.

• 9 paid holidays per year.

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

• Virtual interviews for the remote position.