WHAT YOU'LL DO:

📍Enhance and adhere to a world-class set of operational procedures and policies for critical production support on a peer-to-peer payments network, and continually review and improve on these on an on-going basis 📍Demonstrate, reproduce, successfully debug, and resolve technical issues across our customers’ technology stack 📍Design and build tools and scripts to help analyze the product, database, and network log files and narrow the cause of issues 📍Help to build and administer the infrastructure and systems that keep our customers up to date and informed 📍Become a domain expert on Ripple's revolutionary technology and products and an authority in the product requirements for production excellence 📍Work with engineering and product to fix issues, release patches, and install in customer environments 📍Coach and guide Ripple customers in implementing best practice policies and procedures for the smooth running of Ripple technology 📍Assist in QA and validation of releases against known customer environments and configurations 📍Voice of the customer: communicate customer’s requirements and desires back to 📍Product Development and Engineering teams to influence Product Functionality and Roadmaps 📍Participate in out-of-hours customer production support from time to time

WHAT YOU'LL BRING:

📍Required 📍2-5+ years’ experience implementing or supporting transaction processing systems supporting cash management, payments, or trade finance product in a complex technical environment 📍A strong sense of ownership, and empathetic demeanor that “the customers’ problem is my problem” 📍Excellent leadership and decision-making capabilities and the ability to be highly effective in demanding situations 📍Deep technical and functional understanding of payment flows and cross border payment processing 📍Knowledge of IT Infrastructure including Databases, Firewalls, Load Balancers, Proxy Servers, Application and Web Servers. 📍Strong collaboration skills to partner with internal Product and Engineering teams as well as external customers in an agile environment 📍Excellent Oral, Written and Customer Service skills 📍Proven Analytical and problem-solving skills 📍The ability to communicate your knowledge of enterprise-level, commercially available hardware and software products, operating systems, networking systems, and methodologies for integrating web-based products 📍Work in a team environment 7x24x365 with the ability to function with independent discretion during rotating shift work. 📍Must be comfortable with some customer-related travel (10-20% travel)

Preferred

📍Experience supporting critical applications 📍Experience with testing tools and technologies - Test Harnesses 📍Experience working with a Worldwide team 📍Hands-on Support/coding experience in web-based technologies (Web Services; Experience with Linux, Javascript, Ruby or Python; Peer-to-peer networks) 📍Solid understanding of Linux system administration with an emphasis on networking (TCP/IP) and security best practices 📍Experience with Zendesk, Jira, Confluence, and test/defect management tools and processes and real-time monitoring tools such as Splunk 📍Experience of providing customer support in a peer-to-peer technology environment