As a Technical Services Engineer, you will be providing first-class service and support for our financial institution and payment provider 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 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 stakeholders informed and up to date on the situation. You will engage all levels of the Ripple organisation 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 oversight arrangements for Ripple customers so that the risk of service interruption is reduced. You will perform regular health checks and audits of Ripple product installations to confirm that they adhere to Ripple’s best practices. These preventative activities will be instrumental in ensuring a smooth and reliable production experience for all users of Ripple technology. You will support customers during application of patches, fixes and product updates and share learnings and best practices with the customer base. 

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 issues across our customers’ technology stack
  • Design & build routine tools and scripts to help analyze product, database, and network log files and narrow the root cause of issues
  • 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 & product to fix issues, release patches, and install in customer environments
  • Work with customers to implement best practice policies and procedures for the smooth running of Ripple technology
  • Assist in QA and validation of releases against known customer environments and configurations
  • You will be required to participate in out-of-hours customer production support from time to time

WHAT WE'RE LOOKING FOR:

  • 2-5 years experience implementing or supporting transaction processing systems supporting cash management, payments, or trade finance product in complex technical environment
  • A strong sense of ownership, and empathy towards the needs of our customersDeep technical and functional understanding of payment flows & cross border payment processing
  • Knowledge of IT Infrastructure including Databases, Firewalls, Load Balancers, Proxy Servers, Application & Web Servers.
  • Strong collaboration skills to partner with internal Product and Engineering teams as well as external customers in an agile and diverse environment
  • Excellent oral, written & 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

Preferred

  • Experience supporting mission-critical applications
  • Experience with testing tools & technologies -- Test Harnesses
  • Experience working with a  global team that at times requires flexibly around working hours
  • Hands-on coding experience in web based technologies:
    • Web Services
    • Experience with Linux, Javascript, Ruby or Python
    • Peer-to-peer networks
    • Real-time technologies
  • Working knowledge of Linux system administration with an emphasis on networking (TCP/IP) and security best practices
  • Experience with Zendesk, Jira, Confluence,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

WHO WE ARE:

Ripple provides one frictionless experience to send money globally using the power of blockchain. By joining Ripple’s growing, global network (RippleNet), financial institutions can process their customers’ payments anywhere in the world instantly, reliably and cost-effectively. Banks and payment providers can use the digital asset XRP to further reduce their costs and access new markets.

With offices in San Francisco, New York, London, Mumbai, Singapore, São Paulo, Reykjavík, Washington D.C. and Dubai, Ripple has more than 300 customers around the world.

Ripple is an Equal Opportunity Employer. We’re committed to building a diverse and inclusive team. We do not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by local law or ordinance.
 
Please find our UK/EU applicant privacy notice here.

Apply for this Job

* Required

  
  


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Ripple are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.