Talent.com
Product Support Engineer
Product Support EngineerICE • Jacksonville, FL, US
Product Support Engineer

Product Support Engineer

ICE • Jacksonville, FL, US
Hace 8 días
Tipo de contrato
  • A tiempo completo
Descripción del trabajo

Join to apply for the Customer Support Engineer role at ICE

1 week ago Be among the first 25 applicants

Get AI-powered advice on this job and more exclusive features.

Job Purpose

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

Overview

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 will work closely with service delivery, systems operations and account management teams. You will also participate in the design, implementation and testing of new products and services, 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 development teams to review for new functionalities and enhancements.
  • API Code Sample : Prepare API samples and message templates for ICE functionality that show best practices for integrating with 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 : Correctly prioritize and resolve issues independently, with minimal supervision.
  • Documentation : Track / update cases with detailed statuses and resolutions; maintain a knowledge base of common issues / solutions / troubleshooting steps.
  • Process Improvements : Review internal process improvements for inter-team collaboration efficiency, and produce tools for troubleshooting using Java, SQL, Excel, VBA.

    • Knowledge and Experience

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

    • Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.

    Seniority Level

  • Not Applicable

    • Employment Type

  • Full-time

    • Job Function

  • Information Technology

    • J-18808-Ljbffr

    Crear una alerta de empleo para esta búsqueda

    Product Support Engineer • Jacksonville, FL, US