Technical Services Engineer

THE WORK:

Are you a problem-solver looking for an exciting technical challenge?

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

You will play an important role in configuring production support and oversight arrangements for Ripple customers to reduce the risk of service interruption. These preventative activities will be instrumental in ensuring a smooth and reliable production experience for all users of Ripple technology.

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 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 of experience implementing or supporting transaction processing systems in payments, cash management, or trade finance product in a sophisticated technical environment


• Strong hands-on experience with web-based technologies, including Web Services, REST APIs, and JSON


• Proficiency in scripting or programming using Bash, Python, Ruby, or JavaScript


• Skilled in Linux system administration, including networking (TCP/IP) and standard methodologies for ensuring security


• Solid understanding of IT infrastructure: databases, firewalls, load balancers, proxy servers, application and web servers


• Experience with real-time systems and peer-to-peer technologies


• Familiarity with database systems such as Oracle, MSSQL, or PostgreSQL, including routine administrative tasks


• Exposure to cloud platforms (AWS or Azure) and middleware technologies


• Experience with monitoring and workflow tools such as Grafana, Jira, Confluence, and test/defect management platforms


• Deep technical and functional knowledge of payment flows and cross-border payment processing


• Experience supporting critical SaaS-based applications in high-availability environments


• Ability to work in a 24x7x365 distributed team setup with rotating shifts and handle issues with independent discretion


• Comfortable with 10–20% customer-facing travel for issue resolution and relationship management


• Proven analytical and problem-solving abilities in complex technical environments


• Strong collaboration skills with internal Product and Engineering teams and external partners in agile environments


• Excellent oral, written, and customer-facing communication skills


• Strong sense of ownership and accountability, with a customer-first attitude


• Experience working with distributed global teams


• Familiarity with middle- and back-office payments operations, corporate treasury processes, and FX/treasury systems


• Knowledge of industry messaging standards (ACH, SWIFT, SEPA) and wire transfer systems


• Understanding of payment settlement systems, bookkeeping, and accounting in the payments domain