Product Support Engineer

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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.

Knowledge and Experience

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

Seniority Level

Employment Type

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