Mumbai Professional Services Full-time

Support Engineer

R3’s Support team is a global-facing 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. Support team members require attention to detail to perform accurate categorisation and assignment of basic technical issues. They exhibit strong communication skills and take ownership of assigned L1 Support issues through to completion. They share knowledge, ensure customers are kept updated, operate from a platform of continuous service improvement, and seek constant feedback and take steps to address that feedback.

Responsibilities:

  • Provide an initial single point of contact for incoming technical issues related to R3 products and services.
  • Respond to customer issues across the product line within response time SLAs.
  • Conduct daily operations – including team operations, process improvement and information sharing.
  • Make best endeavour attempts to manage all support requests which can be resolved at 1st Line level and assign tickets to 2nd Line Support team as required.
  • They take ownership of L1 issues through to resolution.
  • 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 as required.
  • Ensure customers are updated regularly and frequently with the investigation progress of 1st Line tickets.
  • 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.

Key Skills Required for the Role:

  • Strong customer-facing skills with proactive can-do attitude.
  • Familiarity with Linux and/or 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:

  • Familiarity with financial services infrastructure, processes (e.g. ITIL)  and systems
  • An understanding and familiarity of blockchain and distributed ledger technology
  • Experience working on enterprise development projects
  • Familiarity and experience with Incident Management processes

About us

R3 is a leading provider of enterprise technology and services for the development of multi-party solutions that enable direct, digital collaboration in regulated industries where trust is critical.

Our values

Customers first

Customer success is paramount. We build strong relationships and strive to create the best possible experience. Learn why so many of our customers view R3 as a trusted, long-term partner.

Collaborative

We bring together all parts of our ecosystem and give our customers the tools and environment to work together to change their industries.

Bold

We have the agility of a small company but the confidence and ambition of the industry-defining trailblazer we aspire to become. As a thought leader, R3 subject matter experts produce compelling analysis and insight into emerging technology.

Ownership

We demand excellence and take pride in our products and services. We believe the Corda and Conclave platforms will transform the way the world does business.

Our benefits

We offer comprehensive and competitive benefits packages to ensure the wellbeing of all our employees and their loved ones. For a regional breakdown of our company benefits and perks, click here.

R3 may process the personal data collected or identified in accordance with R3’s Recruitment Privacy Policy. In particular, R3 will use the personal data provided for the purposes of processing your application for the role you have applied for, to assess your suitability for the role as well as to enter into a contract with you if you are successfully brought onto the R3 team.