What are the responsibilities and job description for the Customer Support Engineer position at Intercontinental Exchange Holdings, Inc.?
Overview
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 trouble-shooting across CDS and U.S. Treasury clearing and post-trade processing services. This will involve 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 be expected to 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, 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 developments teams to review for new functionalities and enhancements
- API Code Sample: Prepare API samples and message templates for ICE functionality that showing best practice for integrating to 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: Consistently and correctly prioritize and resolve issues independently, with minimal supervision
- Documentation: Clearly track/update cases with detailed statuses and resolutions; maintain knowledge store of common issues/solutions/troubleshooting steps, etc.
- 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
- Rigorous troubleshooting techniques plus the willingness to convey technical details clearly and politely
- Excellent communication skills; good written English and demonstrable experience in writing clear/concise documentation
- Ability to independently learn nuances of a complex, multifaceted system with minimal supervision
- Effective use SQL as an analytical tool
- Work experience in a Software Development role is preferred, especially developing large scale enterprise applications using Java
- Experience in modern messaging protocols such as IBM MQ, JMS, Kafka, etc. is preferred
- Experience using 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 setting and supporting conformance testing preferred
- Must be able to multi-task, prioritize and escalate when appropriate
- Previous IT Support experience preferred
Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.
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