R3’s Support Engineering team embodies innovative problem-solvers and fast-moving support engineers who collaborate with customers and the internal engineering and product teams to solve customer technical challenges in Digital Currency, Banking, Financial Market Infrasture (FMI) and ISV’s space. The support engineering group is part of the post-sales function that ensures our customers fully support R3’s products by providing a world-class service whilst constantly looking at ways to improve the product.
The Head of Support Engineering role is a technical management role reporting to the Global Head of Professional Services, Support and Dev-Rel.
The role is a hands-off technical leadership role. The candidate must display a high level of understanding of enterprise solutions and cloud technologies and clearly articulate to several stakeholders.
The successful candidate is technical, tenacious, approachable, proactive, communicates well, and exhibits 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:
- Line management of a team of nine, including engineers and first-line support managers
- Ownership of all support processes, looking to mature ways of working and revising support processes as needed as the company expands into different service lines.
- Be part of a leadership team, reporting client issues and themes and identifying areas to improve working as a cohesive unit.
- Identify and implement new support packages to meet the demands of the product.
- Accountability of customer improvement plans with a customer-first approach, introducing quarterly check-ins for premium support customers.
- Work closely with other teams, including Professional Services and Product team, providing feedback to internal teams to constantly improve incumbent products.
Team Leadership:
- Ensure teams are motivated and regularly deliver against their objectives.
- Champion and represent the team to other parts of the firm.
- Team management, career planning, training, team guidance, mentoring and advice.
- Mature overall support strategy and represent R3 in a support capacity to top-tier clients and banks.
Support process :
- Incident Management of critical customer incidents caused by R3’s enterprise DLT software and product suite.
- Ensuring the Support Engineering team (and all other teams) adhere to the identified support process
- Provide oversight and leadership to the support engineering team, and provide visibility to senior stakeholders.
- Act as a liaison between senior management and technical teams to define and design SLAs in line with the client’s needs
- Provide direction and leadership on urgent conference calls with customers when required as a point of escalation.
- Communicating internally and externally support issues, escalations, and action plans to resolve customer issues.
- Work with Sales, Product and Engineering teams to ensure R3 delivers the best support experience to their customers.
Essential Skills Required for the Role:
- Experience in banking or financial services industries.
- Experience in running teams that provide support for mission-critical software and services.
- Previous technical support and development experience (ideally in a JVM-based language) and be able to take part in technical discussions with their team and senior members of R3’s Engineering, Product and Professional Service Engineering teams.
- This position requires strong analytical, problem-solving and execution skills and solid client relationship abilities.
At R3, we encourage a diverse and inclusive workforce. 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. We’re always interested in meeting collaborative people who are excited to work with us
