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. In our workforce, no idea is too small, and no two days are the same. The R3 Support team, as part of the wider Professional Services Team, is a global team responsible for supporting the Corda platform and providing operational support for the R3 network. The team investigates issues reported by customers" developers who encounter unexpected behavior while building software based on Corda (CorDapps) and issues from customers" production teams operating nodes connected to the R3 network. Our support team is technical, tenacious, approachable, proactive, excels at communication, and demonstrates strong ownership. We follow issues through to resolution, emphasize root cause analysis, share knowledge, keep customers updated, continuously improve service, seek feedback, and take necessary steps to address it. **Responsibilities:** - Provide a single point of contact for technical issues related to R3 products and services - Research, resolve, and respond to complex customer issues across the product line - Conduct daily operations, including team operations, process improvement, and information sharing - Resolve support requests at various levels (1st, 2nd, or 3rd line) and ensure proper ticketing - Participate in handovers to teams in different geographies - Regularly update customers on investigation progress - Document all workarounds and known issues - Execute Incident Management procedures during live service incidents - Serve as a liaison between the technical team and customers - Ensure compliance with operational processes defined by the firm - Identify and implement improvements in technologies, processes, and methodologies - Participate in an on-call rota system for support coverage **Essential Skills Required:** - Excellent verbal and written communication skills - Strong problem-solving abilities - Experience with Java or Kotlin, or familiarity with scripting languages - Familiarity with Linux and/or Windows operating systems - Basic networking investigation skills - Knowledge of operational monitoring and cloud tools, preferably Azure and AWS **Advantageous Skills & Experience:** - Familiarity with financial services infrastructure and ITIL processes - Working knowledge of Jira Service Desk - Understanding of blockchain and distributed ledger technology - Experience in enterprise development projects - Familiarity with Incident Management processes R3 is a leading enterprise technology firm focused on digital solutions for regulated financial markets. Our technology enhances market efficiency, transparency, and connectivity, fostering an open, trusted, and enduring digital economy. Our core values - Collaborative, Ownership, Bold, and Customer First - drive our flagship DLT platform, Corda, trusted by major financial institutions worldwide. If you believe you'd be a valuable addition to R3, even if you don't meet all the criteria listed above, please send us your CV/resume. We are always eager to meet bold, collaborative individuals excited to join our team.,