Senior Product Support Engineer

Intercontinental Exchange Holdings, Inc.; London; On-site; GBP 45,000 - 80,000; Full time

Job summary

Join a forward-thinking company as a Customer Support Engineer, where you will leverage your technical expertise to enhance customer experiences in operational processes and system interfaces. You will be the bridge between customers and internal teams, ensuring seamless integration and troubleshooting across various services. Your role will involve analyzing complex cases, preparing technical documentation, and driving process improvements. This dynamic position offers the chance to work with cutting-edge technologies and contribute to the development of innovative solutions in a collaborative environment. If you are passionate about technology and customer support, this is the perfect opportunity for you.

Qualifications

• 5+ years of industry experience with strong troubleshooting skills.
• Ability to learn complex systems independently and communicate clearly.
• Experience in software development, especially with Java.

Responsibilities

• Provide integration guidance and resolve customer inquiries promptly.
• Prepare technical documentation and API code samples for integrations.
• Conduct reviews of external integrations and improve internal processes.

Skills

Troubleshooting Skills

Communication Skills

SQL

Java

API Integration

Documentation

Process Improvement

Object-Oriented Programming

Multitasking

Education

Bachelor's Degree

Tools

Java

SQL

VBA

Excel

IBM MQ

JMS

Kafka

XML

Python

JavaScript/TypeScript

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 to customers. 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, offering insights 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 promptly, effectively, and courteously to deliver quick solutions.
3. Technical Documentation: Prepare and manage technical guides for external business analysts and development teams to review for new functionalities and enhancements.
4. API Code Sample: Prepare API samples and message templates demonstrating best practices for ICE integration.
5. Technical Review: Conduct periodic reviews of external integrations to ICE to identify areas for connectivity improvement.
6. Issue Handling:
   • Investigation: Provide root cause analysis and guidance for issue resolution 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 to internal teams when needed, clearly articulating problems and resolution steps.
   • 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 and solutions.
7. Process Improvements: Review and improve internal processes for better 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 ability to communicate technical details clearly and politely.
• Excellent communication skills, proficiency in written English, and experience in clear/concise documentation.
• Ability to learn complex, multifaceted systems independently.
• Proficiency in SQL for analytical purposes.
• Experience in software development, especially in large-scale enterprise applications using Java, is preferred.
• Knowledge of modern messaging protocols such as IBM MQ, JMS, Kafka, etc., is preferred.
• Experience with 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 supporting conformance testing is preferred.
• Ability to multitask, prioritize, and escalate issues when necessary.
• Previous IT support experience is preferred.
• Bachelor’s degree or equivalent qualification.