Support Engineer

At R3 our vision is a world where value moves freely, and business is done safely. Our mission is to enable an open, trusted, and enduring digital economy. We are a scale up with a startup’s grit. We encourage a workforce where no idea is too small, and no two days are the same.R3’s Support team as part of the wider Professional Services Team is a global team responsible for support of the Corda platform and for operational support of the R3 network. They investigate issues from customer’s developers who have come across unexpected behaviour while building software based on Corda (known as CorDapps), and issues from customer’s production teams operating nodes connected to the R3 network. 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.

Responsibilities

• Provide a single point of contact for incoming technical issues related to R3 products and services.
• Case resolution - research, resolve and respond to complex customer issues across the product line, this could be through trying to reproduce the issue to some degree in a local environment.
• Daily operations - including team operations, process improvement and information sharing
• Make the best endeavour attempts to resolve all support requests at a 1st, 2nd or 3rd line level
• Ensure all support requests (no matter how small) are ticketed and that all investigation progress is added to the ticket.
• Take part in handovers to other teams in different geographies
• Ensure customers are updated regularly and frequently with investigation progress
• Ensure all identified workarounds or known issues are fully documented.
• Execute the Incident Management procedures in the event of a serious live service incident
• Act as go-between for 4th line technical team and the customer, relaying technical explanations and resolutions
• 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
• Be part of a paid-on-call rota system to ensure support is provided

Essential Skills Required for the Role

Advantageous Skills & Experience

R3 is a leading enterprise technology firm specialising in digital solutions for regulated financial markets. Our technology enables financial markets to operate with greater efficiency, transparency and enhanced connectivity. Our focus is on progressing markets and fostering an open, trusted and enduring digital economy. R3ers center around our core values – Collaborative, Ownership, Bold and Customer First – as a result our flagship DLT platform, Corda, and R3 Digital Markets product suite is trusted by the world’s leading financial market infrastructures (FMIs), exchanges, central banks and commercial banks.R3 is proud to be an equal opportunity workplace. We are a diverse and inclusive team that supports all ethnicities, races, genders, sexual orientations, origins, disability and veteran status and cultures. At R3, we’re committed to fostering an environment where individuality–not conformity–is embraced and valued because we believe our collective differences are what make us better together. For more information, visit or connect with us on or .If you don’t meet all of the above criteria, but you think you’d be a great addition to R3, send us your CV / resume. We’re always interested in meeting bold, collaborative people who are excited to work with us.