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Support Engineer at R3CEV
London, GB
The R3 Support Team
The Support Team are in direct contact with R3’s customers. They are engineers responsible for supporting customers developing software using the Corda platform and customers using R3 Corda networks.
The support team are technical, tenacious, approachable, pro-active, excel at communication and exhibit strong ownership. They follow issues through to resolution, press for root causes and fixes, share knowledge, ensure customers are kept updated, operate from a platform of continuous service improvement, seek constant feedback and take steps to address that feedback.
Key Responsibilities:
·        Case resolution - research, resolve and respond to complex technical issues across the R3 product line
·        Become experts on the Corda code-set
·        Re-create technical and functional issues in Corda using local development environments and test environments in the cloud
·        Work closely with R3 development teams and other engineering teams during case investigation
·        Conference calls, screen-shares and one-to-one meetings with customers to investigate and diagnose their issues
·        Make best endeavor attempts to resolve all support requests at a 1st, 2nd or 3rd line level
·        Ensure customers are updated regularly and frequently with progress using the support team’s ticketing system
·        Ensure all identified workarounds or known issues are fully documented on the Support Team’s knowledge base
·        Execute the Incident Management procedures in the event of a serious live service incident
·        Provide out-of-hours response for serious customer issues during weekends and bank holidays (on rota)
·        Act as go-between for 4th line Technical Teams and the customer, relaying technical explanations or resolutions in appropriate language
·        Ensure all operational processes defined by the firm are followed and respected
·        Constantly strive to identify and implement improvements to technologies, processes and methodologies used in the team
·        Ensure all support requests (no matter how small) are ticketed and that all investigation progress is added to the ticket
The Candidate
The candidate will be experienced in supporting mission critical technical services to a 2nd or 3rd line level. They will have excellent communication skills (written and oral) and be used to dealing with customers first-hand. They will also have development experience (preferably in a JVM based language - Corda is written in Kotlin) and be able to navigate and understand enterprise level source code.
They will be an autodidact, able to work with minimal supervision and demonstrate an ability to solve complex technical problems. They will be able to prioritise and manage their workload of customer issues effectively and, if required, communicate confidently with the development team in matters related to those customer issues.
Technical Skills:
·        Java, Kotlin (or another JVM-based language)
·        Scripting language (e.g. Bash, Python, Perl)
·        Familiarity with Linux and Windows and how to investigate software malfunctions on these OS’s using their various tools and commands
·        Basic networking investigation (e.g. connectivity issues, network traces)
·        Familiarity with operational monitoring tools
Advantageous Skills & Experience:
·        An understanding and familiarity of blockchain and distributed ledger technology
·        Experience working on enterprise development projects
·        Familiarity and experience with Incident Management processes