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.
About the Job
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 global payments. In your role, you will work directly with our customers and collaborate with Ripple’s Engineering teams to troubleshoot, replicate, and resolve their issues. Your responsibilities will include analyzing and resolving challenging technical issues, investigating root causes at the product, data, or network level, and keeping key stakeholders informed throughout the process.
You will play an important role in configuring production support and oversight arrangements for Ripple customers, significantly reducing the risk of service interruptions. Your 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 operational procedures and policies for mission-critical production support, continually reviewing and improving them.
- Demonstrate, reproduce, debug, and resolve technical issues across our customers’ technology stack.
- Design and build tools and scripts to analyze product data, database, and network log files to identify issues.
- Assist in administering the infrastructure and systems that keep our customers informed and up to date.
- Become a subject matter expert on Ripple's technology and products, guiding customers on best practices.
- Communicate customer requirements and feedback back to Product Development and Engineering.
What You'll Bring
- 5-8 years of experience in supporting transaction processing systems relevant to cash management, payments, or trade finance in a complex technical environment.
- Strong sense of ownership with a compassionate attitude towards customer issues.
- Excellent decision-making skills and effectiveness in demanding situations.
- Deep technical understanding of payment flows and cross-border payment processing.
- Knowledge of IT Infrastructure including databases, firewalls, load balancers, and web servers.
- Hands-on experience with web-based technologies including APIs and programming with languages such as JavaScript, Ruby, or Python.
- Experience with Linux system administration, including networking (TCP/IP) and security best practices.
- Familiarity with tools like Jira, Confluence, and real-time monitoring tools like Grafana.
- Strong communication and collaboration skills to work in an agile environment.
- Comfort with customer-related travel (10-20%).
What We Offer
- The opportunity to work in a fast-paced start-up environment with industry leaders.
- A learning environment to explore the latest technologies and enhance your skills.
- Competitive salary and equity options.
- Comprehensive benefits that support your health and well-being, including mental healthcare and family support.
- Generous vacation and parental leave policies.
Ripple is committed to building a diverse and inclusive team. We do not discriminate against qualified employees or applicants based on any protected characteristic.
