Senior Customer Engineer - Intercontinental Exchange

ZipRecruiter; London; On-site; GBP 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a talented customer support engineer to join their dynamic team. In this role, you will provide essential operational training and troubleshooting support to clients, ensuring seamless integration with complex systems. Your expertise will be crucial in preparing technical documentation and guiding customers through their inquiries. With a focus on continuous improvement, you will analyze processes and develop innovative solutions using your technical skills in Java, SQL, and other tools. This is a fantastic opportunity to make a significant impact in a collaborative environment, where your contributions will enhance customer experiences and drive operational excellence.

Qualifications

• 5+ years of relevant industry experience in customer support engineering.
• Strong troubleshooting skills and excellent communication abilities.
• Experience in software development and API integration.

Responsibilities

• Provide operational process training and troubleshooting for customers.
• Prepare technical documentation and API code samples for integrations.
• Conduct technical reviews and suggest process improvements.

Skills

Troubleshooting

Communication

SQL

Java

API Integration

Documentation

Problem Solving

Multi-tasking

Education

Bachelor's degree

Tools

Java

SQL

VBA

Excel

IBM MQ

Kafka

JMS

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 troubleshooting across CDS and U.S. Treasury clearing and post-trade processing services. This involves analyzing complex cases, measuring them against expected system behavior, and providing case resolution. You will act as a primary escalation point for internal production support queries and work closely with service delivery, systems operations, and account management teams. Additionally, you will participate in the design, implementation, testing of new products and services, and service enhancements, providing input based on customer needs and system challenges.

Responsibilities

1. Integration Guidance: Clearly communicate with end users, educate them, and address all queries related to system interfaces and operational processes.
2. Customer Inquiries: Resolve customer inquiries in an articulate, timely, and courteous manner, aiming for quick and effective solutions.
3. Technical Documentation: Prepare and manage technical guides for external business analysts and development teams for new functionalities and enhancements.
4. API Code Sample: Prepare API samples and message templates demonstrating best practices for integrating with ICE.
5. Technical Review: Conduct periodic technical reviews of external integrations to identify areas for improvement in ICE connectivity.
6. Issue Handling:

• Investigation: Provide root cause analysis and resolution guidance to Systems Operations, Development, and QA teams.
• Impact Assessment: Collaborate with customers and internal teams to assess external integration impacts and inform design decisions.
• Escalation: Escalate issues when necessary, articulating problems and resolution steps clearly.
• Resolution: Prioritize and resolve issues independently with minimal supervision.
• Documentation: Track and update cases with detailed statuses and resolutions; maintain a knowledge base of common issues, solutions, and troubleshooting steps.

Process Improvements: Review and suggest internal process improvements for inter-team collaboration and develop troubleshooting tools using Java, SQL, Excel, VBA.

Knowledge and Experience

• 5+ years of relevant industry experience.
• Strong troubleshooting skills and the ability to convey technical details clearly and politely.
• Excellent communication skills; proficiency in written English; experience in creating clear and concise documentation.
• Ability to learn complex, multifaceted systems independently.
• Effective use of SQL for analysis.
• Experience in software development, especially developing large-scale enterprise applications using Java.
• Experience with modern messaging protocols such as IBM MQ, JMS, Kafka, etc.
• Knowledge of database development concepts (SQL, PL/SQL, views, etc.).
• Experience in Object-Oriented Programming (Java/C++), XML, FIX, FpML, Python, JavaScript/TypeScript, and Unix shell scripting.
• Experience in setting and supporting conformance testing.
• Ability to multi-task, prioritize, and escalate when necessary.
• Previous IT support experience.
• Bachelor's degree or equivalent qualification.