About Ripple
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. If you’re ready to see your impact and unlock incredible career growth opportunities, join us, and build real-world value.
About the Job
Are you a problem-solver looking for an exciting technical challenge? As a Technical Services Engineer, you will provide first-class service and support for our financial institution customers using Ripple’s mission-critical software to facilitate payments globally. In this role, you will work directly with 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, while keeping key stakeholders informed and updated on the situation. Engaging with all levels of the Ripple organization—from Engineering, Account Management, Delivery, and Leadership—you will own and drive customer issues to resolution in a timely manner.
You will also play an important role in configuring production support and oversight arrangements for Ripple customers to minimize 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 and improve them.
- Demonstrate, reproduce, debug, and resolve technical issues across our customers’ technology stacks.
- Design and build tools and scripts to help analyze product, database, and network log files to narrow down the cause of issues.
- Build and administer the infrastructure and systems that keep our customers informed and up to date.
- Become a subject matter expert on Ripple's technology and products, and an authority on the product requirements for production excellence.
- Collaborate with engineering and product teams to fix issues, release patches, and install them in customer environments.
- Coach and guide Ripple customers in implementing standard methodology policies and procedures for the smooth running of Ripple technology.
- Communicate customer requirements and desires back to Product Development and Engineering to influence product functionality and roadmap.
- Participate in out-of-hours customer production support as needed.
What You'll Bring
- 5-8 years of experience implementing or supporting transaction processing systems related to cash management, payments, or trade finance in complex technical environments.
- A strong sense of ownership and a compassionate attitude: “the customers’ problem is my problem.”
- Excellent decision-making capabilities, effective under pressure, and strong analytical and problem-solving skills.
- Deep technical understanding of payment flows and cross-border processing.
- Knowledge of IT Infrastructure, including databases, firewalls, load balancers, proxy servers, applications, and web servers.
- Hands-on support/coding experience with web technologies: Web Services, REST APIs, JSON, and real-time technologies.
- Experience with Linux, JavaScript, Ruby or Python, and Bash.
- Working knowledge of Linux system administration with an emphasis on networking (TCP/IP) and security best practices.
- Experience with Jira, Confluence, and real-time monitoring tools such as Grafana.
- Strong communication and collaboration skills to effectively partner with internal product and engineering teams as well as external customers.
- Ability to work in a team environment 7x24x365 with independent discretion during rotating shift work.
- Willingness to travel for customer-related needs (10-20% travel).
Join Ripple and help us shape the future of finance!
