Technical Services Engineer
Ripple provides crypto and blockchain solutions for enterprises, enabling global financial entities to move, manage, and tokenize value. They focus on improving existing financial systems through partnerships and regulatory compliance, with products used in over 50 countries.
About Ripple
Ripple is an enterprise blockchain and crypto solutions company that aims to enable the world to move value as seamlessly as information moves today. Their mission is to build breakthrough crypto solutions for a world without economic borders. Using blockchain technology, Ripple facilitates global financial institutions, businesses, governments, and developers to move, manage, and tokenize value, thereby unlocking greater economic opportunity. The company works within existing financial systems to improve them, partnering with customers to streamline infrastructure and collaborating with regulators to ensure solutions are secure and compliant. Ripple's products are in commercial use by hundreds of customers across more than 50 countries, helping them expand into new markets, access liquidity solutions, and generate crypto-enabled revenue streams. They also support developers by providing tools for building on the XRP Ledger, a fast and sustainable public blockchain. Ripple’s payments, custody and stablecoin solutions empower financial institutions to integrate blockchain and digital assets into their business in a simple, secure, compliant way—all in one place. From instant payments to asset tokenization, blockchain and crypto are happening right now, across the world. It’s happening to suppliers, to retailers, to exchanges, to currencies, to sectors, to industries, to markets, and to global businesses. And it’s happening with Ripple.
Skills
About the Role
As a Technical Services Engineer, you'll provide first-class service and support to financial institution customers using mission-critical software that powers global payments. You'll work directly with customers and coordinate with Engineering teams to troubleshoot, replicate, and resolve issues to the customer's satisfaction. You'll analyze and resolve challenging technical issues, investigate and identify root causes at the product, data, or network level, and keep stakeholders informed throughout. You'll engage all levels of the organization, from Engineering to Account Management to Leadership, to own and drive customer issues to timely resolution. You'll also play a key role in configuring production support and oversight arrangements to reduce the risk of service interruption, helping ensure a smooth and reliable production experience for all users.
Requirements
- 5–8 years of experience implementing or supporting transaction processing systems in payments, cash management, or trade finance
- Strong hands-on experience with Web Services, REST APIs, and JSON
- Proficiency in scripting or programming using Bash, Python, Ruby, or JavaScript
- Skilled in Linux system administration, including networking (TCP/IP) and security methodologies
- Solid understanding of IT infrastructure: databases, firewalls, load balancers, proxy servers, application and web servers
- Experience with real-time systems and peer-to-peer technologies
- Familiarity with database systems such as Oracle, MSSQL, or PostgreSQL
- Exposure to cloud platforms (AWS or Azure) and middleware technologies
- Experience with monitoring and workflow tools such as Grafana, Jira, Confluence
- Deep technical and functional knowledge of payment flows and cross-border payment processing
- Experience supporting critical SaaS-based applications in high-availability environments
- Ability to work in a 24x7x365 distributed team setup with rotating shifts
- Comfortable with 10–20% customer-facing travel
- Proven analytical and problem-solving abilities
- Strong collaboration skills with internal and external teams in agile environments
- Excellent oral, written, and customer-facing communication skills
- Experience working with distributed global teams
- Familiarity with middle- and back-office payments operations, corporate treasury processes, and FX/treasury systems
- Knowledge of industry messaging standards (ACH, SWIFT, SEPA) and wire transfer systems
- Understanding of payment settlement systems, bookkeeping, and accounting in the payments domain
Responsibilities
- Enhance and adhere to operational procedures and policies for mission-critical production support on a peer-to-peer payments network
- Demonstrate, reproduce, debug, and resolve technical issues across customers' technology stack
- Design and build tools and scripts to analyze product, database, and network log files
- Help build and administer infrastructure and systems that keep customers up to date and informed
- Become a subject matter expert on Ripple's technology and products
- Work with engineering and product to fix issues, release patches, and install in customer environments
- Coach and guide customers in implementing standard methodology policies and procedures
- Communicate customer requirements back to Product Development and Engineering
- Participate in out-of-hours customer production support from time to time
Benefits
- Professional development budget
- Flexible in-office collaboration schedule
- Bi-weekly all-company meeting with Leadership Team
- Team offsites, team bonding activities, and happy hours
- Competitive bonuses and equity
- Competitive benefits covering physical and mental healthcare, retirement, family forming, and family support
- Employee giving match
- Mobile phone stipend
- R&R days
- Generous wellness reimbursement and weekly onsite & virtual programming
- Generous vacation policy
- Industry-leading parental leave policies and family planning benefits
- Catered lunches, fully-stocked kitchens with premium snacks/beverages, and fun events