Senior Customer Engineer

ICE; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a talented customer support engineer to join its dynamic team. This role involves providing operational training, troubleshooting, and system interface support to clients in the CDS and U.S. Treasury clearing space. You will analyze complex cases, communicate effectively with customers, and contribute to the design and testing of new services. The ideal candidate will have a robust background in troubleshooting, excellent communication skills, and experience in software development, particularly with Java and SQL. Join a forward-thinking organization that values innovation and collaboration, and make a significant impact on customer satisfaction and service delivery.

Qualifications

• 5+ years of relevant industry experience with rigorous troubleshooting techniques.
• Excellent communication skills and ability to document clearly.
• Experience in software development and large-scale enterprise applications.

Responsibilities

• Provide integration guidance and resolve customer inquiries effectively.
• Prepare technical documentation and API code samples for enhancements.
• Conduct root cause analysis and collaborate on issue resolution.

Skills

Troubleshooting Techniques

Communication Skills

Analytical Skills

Multi-tasking

Education

Bachelor's Degree or Equivalent

Tools

Java

SQL

Excel

VBA

IBM MQ

JMS

Kafka

XML

FIX

FpML

Python

JavaScript/TypeScript

Unix Shell Scripting

Job description

Job Description

Job Purpose

We seek a talented, creative and technical individual to join our team of customer support engineers at ICE Clear Credit.

You will be responsible for partnering with ICE Clear Credit and ICE Link customers to provide operational process, system interface training, onboarding and trouble-shooting across CDS and U.S. Treasury clearing and post-trade processing services. This will involve analyzing complex cases and measuring them against expected system behavior to provide customers with case resolution. You will act as a primary escalation point for internal production support queries and will work closely with service delivery, systems operations and account management teams. You will be expected to participate in the design, implementation and testing of new products and services, and service enhancements, providing input based on your knowledge of customer needs and existing system and process challenges.

Responsibilities

• Integration Guidance: Clearly communicate with end users, educating them and dealing with all queries relating to system interfaces and their relationship with operational processes
• Customer Inquiries: Resolve customer inquiries in an articulate, timely, and courteous way seeking to deliver quick and effective solutions
• Technical Documentation: Prepare and manage technical guides for external business analyst and developments teams to review for new functionalities and enhancements
• API Code Sample: Prepare API samples and message templates for ICE functionality that showing best practice for integrating to ICE
• Technical Review: Perform periodic technical reviews of external integrations to ICE to identify areas of improvement for ICE connectivity
• Issue Handling:
• Investigation: Provide root cause analysis and issue resolution guidance to Systems Operations, Development and Quality Assurance teams
• Impact Assessment: Collaborate with customers and internal teams to assess external integration impacts to drive design decisions for issue resolution
• Escalation: Escalate issues to internal teams when necessary, clearly articulating problems and steps required for resolution
• Resolution: Consistently and correctly prioritize and resolve issues independently, with minimal supervision
• Documentation: Clearly track/update cases with detailed statuses and resolutions; maintain knowledge store of common issues/solutions/troubleshooting steps, etc.
• Process Improvements: Review internal process improvements for inter-team collaboration efficiency, and produce tools for troubleshooting using Java, SQL, Excel, VBA

Knowledge and Experience

• 5+ years relevant industry experience
• Rigorous troubleshooting techniques plus the willingness to convey technical details clearly and politely
• Excellent communication skills; good written English and demonstrable experience in writing clear/concise documentation
• Ability to independently learn nuances of a complex, multifaceted system with minimal supervision
• Effective use SQL as an analytical tool
• Work experience in a Software Development role is preferred, especially developing large scale enterprise applications using Java
• Experience in modern messaging protocols such as IBM MQ, JMS, Kafka, etc. is preferred
• Experience using database development concepts (SQL, PL/SQL, views, etc.) is preferred
• Experience in Object-Oriented Programming (Java/C++), XML, FIX, FpML, Python, JavaScript/TypeScript and Unix shell scripting is preferred
• Experience setting and supporting conformance testing preferred
• Must be able to multi-task, prioritize and escalate when appropriate
• Previous IT Support experience preferred
• Bachelor’s degree or equivalent