Technical Services Engineer

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. You will directly work with our customers and coordinate with Ripple’s Engineering teams to fix, replicate, and resolve issues to our customers’ satisfaction.

• 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 ongoing 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 policies 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
• Participate in out‑of‑hours customer production support from time to time

• 3‑5 years’ experience implementing or supporting transaction processing systems supporting cash management, payments, or trade finance product in a complex technical environment
• A solid sense of ownership, and an empathetic attitude that “the customer’s problem is my problem”
• Excellent leadership and decision‑making capabilities and the ability 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 knowledge of enterprise‑level commercially available hardware and software products, operating systems, networking systems, and methodologies for integrating web‑based products

• Experience in 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 providing customer support in a peer‑to‑peer technology environment

For positions that will be based in CA, the annual salary range for this position is below. Actual salaries may vary based on numerous factors…