Senior Product Support Engineer | London, UK

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

Job summary

An established industry player is looking for a talented customer support engineer to enhance their team. This role involves collaborating with clients to provide exceptional support for complex systems and processes. You will be responsible for troubleshooting, preparing technical documentation, and improving internal processes using tools like Java and SQL. With a focus on customer satisfaction, you will ensure seamless integration and efficient problem resolution. If you are passionate about technology and customer service, this is an exciting opportunity to make a significant impact in a dynamic environment.

Qualifications

• 5+ years of relevant industry experience with strong troubleshooting skills.
• Excellent communication skills and proficiency in written English.
• Experience in Software Development, especially with large-scale applications.

Responsibilities

• Provide integration guidance and resolve customer inquiries effectively.
• Prepare technical documentation and API code samples for external teams.
• Conduct root cause analysis and document case resolutions.

Skills

Troubleshooting Techniques

Communication Skills

SQL

Java

API Development

Analytical Skills

Documentation Skills

Object-Oriented Programming

Education

Bachelor's Degree or Equivalent

Tools

Java

SQL

Excel

VBA

IBM MQ

JMS

Kafka

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 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 work closely with service delivery, systems operations, and account management teams. Additionally, you will 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, educate them, and address all queries related to system interfaces and their relationship with operational processes.
• Customer Inquiries: Resolve customer inquiries in an articulate, timely, and courteous manner, seeking to deliver quick and effective solutions.
• Technical Documentation: Prepare and manage technical guides for external business analysts and development teams to review for new functionalities and enhancements.
• API Code Sample: Prepare API samples and message templates for ICE functionality, demonstrating best practices for integration.
• Technical Review: Perform periodic technical reviews of external integrations to ICE to identify areas for improvement in 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 and drive design decisions for issue resolution.
  • Escalation: Escalate issues to internal teams when necessary, clearly articulating problems and steps for resolution.
  • 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 internal process improvements for inter-team collaboration efficiency and develop troubleshooting tools using Java, SQL, Excel, VBA.

Knowledge and Experience

• 5+ years relevant industry experience
• Rigorous troubleshooting techniques and the ability to convey technical details clearly and politely
• Excellent communication skills; proficiency in written English; experience in writing clear and concise documentation
• Ability to independently learn the nuances of complex, multifaceted systems
• Effective use of SQL as an analytical tool
• Work experience in a Software Development role is preferred, especially developing large-scale enterprise applications using Java
• Experience with 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 multi-task, prioritize, and escalate appropriately
• Previous IT Support experience is preferred
• Bachelor's degree or equivalent