Technical Services Engineer

Ripple•San Francisco, CA

12h•$100,000 - $120,000

About The Position

At Ripple, we’re building a world where value moves like information does today. It’s big, it’s bold, and we’re already doing it. Through our crypto solutions for financial institutions, businesses, governments and developers, we are improving the global financial system and creating greater economic fairness and opportunity for more people, in more places around the world. And we get to do the best work of our career and grow our skills surrounded by colleagues who have our backs. If you’re ready to see your impact and unlock incredible career growth opportunities, join us, and build real world value. At Ripple, we’re building a world where value moves like information does today. It’s big, it’s bold, and we’re already doing it. Through our crypto solutions for financial institutions, businesses, governments and developers, we are improving the global financial system and creating greater economic fairness and opportunity for more people, in more places around the world. And we get to do the best work of our career and grow our skills surrounded by colleagues who have our backs. If you’re ready to see your impact and unlock incredible career growth opportunities, join us, and build real world value. As a Technical Services Engineer, you will be providing first-class service and support for our financial institution customers using Ripple’s 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 fix, replicate, and resolve issues to our customers 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 partners advised and up to date on the situation. You will engage all levels of the Ripple organization 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 lead role in configuring production support and guidance arrangements for Ripple customers so that the risk of service interruption is reduced. These preventative activities will be instrumental in ensuring a smooth and reliable production experience for all users of Ripple technology.

Requirements

3 - 5 years’ experience implementing or supporting transaction processing systems supporting cash management, payments, or trade finance product in complex technical environment
A solid sense of ownership, and empathetic attitude that “the customers’ problem is my problem”
Excellent leadership and decision-making capabilities and able 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, Application 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, 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

Nice To Haves

Experience of Production Support Leadership
Experience supporting critically important applications
Experience with testing tools and technologies - Test Harnesses
Experience working with a Worldwide team
Hands-on coding experience in web based technologies: Web Services
Experience with Linux, Javascript, Ruby or Python
Peer-to-peer networks
Real-time technologies
Solid understanding of Linux system administration with an emphasis on networking (TCP/IP) and security standard processes
Experience with Zendesk, Jira, Confluence, and 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

Responsibilities

Enhance and adhere to a world-class set of operational procedures and policies for critically important production support on a peer-to-peer payments network, and continually review and 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 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 advised
Become a domain 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 polices and procedures for the smooth running of Ripple technology
Assist in QA and validation of releases against known customer environments and configurations
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

Benefits

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.
In-office collaboration for moments that matter is important to our culture, and we give managers and teams the flexibility to decide which 10+ days a month they come in.
Bi-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 offsites, team bonding activities, happy hours and more!
Competitive salary, bonuses, and equity
Competitive benefits that cover physical and mental healthcare, retirement, family forming, and family support
Employee giving match
Mobile phone stipend
R&R days so you can rest and recharge
Generous wellness reimbursement and weekly onsite & virtual programming
Generous 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