Job Description
This role is pivotal in maintaining the operational excellence of Ripple's peer-to-peer payments network. The candidate will be responsible for developing and refining high-quality procedures and policies to ensure robust production support. They will also play a key role in analyzing technical issues across the customer technology stack, designing tools and scripts for data analysis, and administering infrastructure systems to keep customers informed and updated. Additionally, the individual will act as a domain expert, guiding customers in implementing best practices, and collaborating with engineering and product teams to resolve issues and deliver patches. The role requires close communication with stakeholders to align product development with customer needs and ensure seamless operations.
Key Responsibilities
- Enhance and maintain world-class operational procedures and policies for critical production support on Ripple's peer-to-peer payments network, ensuring continuous improvement through regular reviews.
- Demonstrate technical expertise by reproducing, debugging, and resolving complex issues across the customer technology stack, including front-end, back-end, and integration layers.
- Design and develop automation tools and scripts to analyze product performance, database integrity, and network log files, enabling efficient root-cause analysis and issue resolution.
- Administer and optimize infrastructure systems to ensure customers remain up to date with the latest features, security patches, and operational updates.
- Collaborate with engineering and product teams to implement fixes, release patches, and deploy solutions in customer environments while maintaining system stability.
- Act as a domain expert on Ripple's innovative technology and products, providing authoritative guidance on production requirements and best practices for operational excellence.
- Coach and mentor Ripple customers to adopt and implement best practice policies and procedures, ensuring smooth and secure operation of the platform.
- Participate in quality assurance and validation processes to test releases against known customer environments and configurations, ensuring compatibility and reliability.
- Function as the "Voice of the Customer" by communicating requirements and feedback to Product Development and Engineering teams, influencing product functionality and roadmap decisions.
- Provide on-call support for customer production environments during out-of-hours periods, ensuring rapid response to critical issues and minimizing downtime.
Job Requirements
- Proven experience in production support for high-traffic financial systems or similar complex environments.
- Strong technical background in debugging, troubleshooting, and resolving issues across distributed systems, databases, and network infrastructures.
- Proficiency in scripting languages (e.g., Python, Bash) and automation tools for data analysis and system monitoring.
- Deep understanding of payment network architecture, including blockchain protocols, API integrations, and security frameworks.
- Excellent communication skills to translate customer needs into technical requirements and collaborate effectively with cross-functional teams.
- Ability to work independently and as part of a team, with a focus on delivering high-quality solutions under tight deadlines.
- Experience with customer-facing roles, including onboarding, training, and ongoing support for financial technology platforms.
- Knowledge of QA processes and release management methodologies to ensure smooth deployment and validation of updates.
- Strong problem-solving skills and analytical mindset to identify patterns, optimize processes, and prevent recurring issues.
- Availability for occasional out-of-hours support to ensure 24/7 system reliability and customer satisfaction.
