高级支持工程师 - 互操作性
Senior Support Engineer - Interoperability
概述
高级支持工程师在为智能交易解决方案提供高级技术及功能支持方面发挥关键作用，包括交易管理、XES及其他交易和交易后处理平台。该职位负责对复杂的生产问题进行优先级排序，领导关键事件管理工作，并确保及时解决影响客户的问题。
理想的候选人应是积极主动、高度自律的专业人士，具备强大的分析和故障排除能力，有在生产环境中支持企业应用的实战经验，并能在压力下有效工作。该职位需要与客户、产品管理、工程、专业服务和支持团队紧密合作，以提供卓越的客户体验。
该职位约70%的工作量集中在技术分析、故障排除、事件管理和操作卓越性方面，30%的工作量通过指导团队成员、推动技术卓越性以及在关键生产事件中担任专家角色来实现。
职责
- 为互操作性、智能交易产品（包括交易管理、XES及其他交易生态系统解决方案）提供高级技术及功能支持。
- 在SEV1和SEV2事件中担任技术负责人，推动故障排除工作，并协调跨多个团队的解决活动。
- 调查并解决复杂的生产问题，进行根本原因分析并提出预防措施。
- 监控生产环境中的应用健康状况、系统性能和操作稳定性。
- 与工程、产品管理、专业服务和基础设施团队合作，识别并解决产品缺陷和操作挑战。
- 支持托管和本地客户环境中的部署、配置、维护和升级活动。
- 确保遵循既定的事件、问题和变更管理流程。
- 在支持案例的整个生命周期中，提供一致、响应迅速且高质量的客户服务体验。
- 详细记录故障排除程序、已知问题和操作手册。
- 为支持工程师和初级团队成员提供技术指导和建议。
- 推动持续改进计划。
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Overview
The Sr. Support Engineer plays a critical role in providing advanced technical and functional support for Smart Trading solutions, including Transaction Management, XES, and related trading and post-trade processing platforms. The role is responsible for triaging complex production issues, leading critical incident management efforts, and ensuring timely resolution of customer-impacting problems.
The ideal candidate is a proactive and highly motivated professional with strong analytical and troubleshooting capabilities, proven experience supporting enterprise applications in production environments, and the ability to work effectively under pressure. This position requires close collaboration with customers, Product Management, Engineering, Professional Services, and Support teams to deliver an exceptional customer experience.
The role requires approximately 70% individual contribution focused on technical analysis, troubleshooting, incident management, and operational excellence, and 30% leadership contribution through mentoring team members, driving technical excellence, and acting as a subject matter expert during critical production incidents.
Responsibilities
- Provide advanced technical and functional support for Interoperability, Smart Trading products, including Transaction Management, XES, and other trading ecosystem solutions.
- Serve as a technical lead during SEV1 and SEV2 incidents, driving troubleshooting efforts and coordinating resolution activities across multiple teams.
- Investigate and resolve complex production issues, performing root cause analysis and recommending preventive measures.
- Monitor application health, system performance, and operational stability within production environments.
- Collaborate with Engineering, Product Management, Professional Services, and Infrastructure teams to identify and resolve product defects and operational challenges.
- Support deployment, configuration, maintenance, and upgrade activities across hosted and on-premises customer environments.
- Ensure adherence to established incident, problem, and change management processes.
- Deliver a consistent, responsive, and high-quality customer experience throughout the lifecycle of support cases.
- Maintain detailed documentation for troubleshooting procedures, known issues, and operational runbooks.
- Provide technical mentoring and guidance to Support Engineers and junior team members.
- Drive continuous improvement initiatives focused on monitoring, automation, operational efficiency, and service quality.
- Participate in on-call rotations and support activities required for business-critical systems operating in a 24x7 environment.
- Collaborate with customers and internal stakeholders to understand business processes and provide effective solutions aligned with platform capabilities.
- Meet or exceed established quality, productivity, customer satisfaction, and service level objectives.
- Complete all responsibilities as outlined in the annual performance review and/or goal setting.
- Complete all special projects and other duties as assigned.
- Must be able to perform duties with or without reasonable accommodation.
This job description is intended to describe the general nature and level of work being performed and is not to be construed as an exhaustive list of responsibilities, duties and skills required. This job description does not constitute an employment agreement and is subject to change as the needs of Cotiviti and requirements of the job change.
Qualifications
- Requires a minimum of 5-7 years of related experience with a Bachelor’s degree or equivalent work experience.
- Strong knowledge of Transaction Management systems.
- Strong knowledge of XES platform.
- Strong knowledge of trading and brokerage workflows.
- Strong knowledge of market connectivity and transaction processing.
- Strong knowledge of production support methodologies.
- Strong Linux/Unix administration and troubleshooting skills.
- Working knowledge of relational databases such as
- Oracle
- Microsoft SQL Server
- Java
- Experience with
- XML
- JSON
- API integrations
- File-based processing and messaging systems.
- Knowledge of system monitoring, log analysis, and performance troubleshooting.
- Understanding of Incident Management, Problem Management, Change Management, and Service Management processes.
- Strong analytical, diagnostic, and problem-solving abilities.
Preferred
- Experience with cloud-hosted environments and modern monitoring tools.
- Knowledge of middleware, messaging platforms, and integration technologies.
- Exposure to automation and scripting for operational efficiency.
- Familiarity with ITIL processes and best practices.
Cognitive/Mental Requirements:
- Strong customer service orientation and stakeholder management skills.
- Ability to remain calm and effective during high-pressure production incidents.
- Excellent verbal and written communication skills.
- Strong ownership mindset with the ability to drive issues through resolution.
- Ability to manage multiple priorities and work independently.
- Continuous learning attitude with a passion for developing product and domain expertise.
- Team player with a proven ability to mentor and support colleagues.
Physical Requirements and Working Conditions:
- Ability to work in a fast-paced, customer-focused environment.
- Flexibility to support a 24x7 operational model, including participation in on-call rotations and critical incident support.
Base compensation ranges from $110,000 to $148,000 per year. Specific offers are determined by various factors, such as experience, education, skills, certifications, and other business needs.
Cotiviti offers team members a competitive benefits package to address a wide range of personal and family needs, including medical, dental, vision, disability, and life insurance coverage, 401(k) savings plans, paid family leave, 9 paid holidays per year, and 17-27 days of Paid Time Off (PTO) per year, depending on specific level and length of service with Cotiviti. For information about our benefits package, please refer to our Careers page.
Since this job will be based remotely, all interviews will be conducted virtually.
Date of posting:8/18/2026
Applications are assessed on a rolling basis. We anticipate that the application window will close on 11/18/2026, but the application window may change depending on the volume of applications received or close immediately if a qualified candidate is selected.
Originally posted on Himalayas