• Spend the majority of your time managing and resolving everyday queue tickets, tackling complex account administration, billing inquiries, and escalated cases with minimal guidance. • Recognize trends that cross product specialty areas, raising issues through the proper channels with suggested next steps. • Fully document customer and internal interactions within tickets, capturing key technical details. • Identify gaps in our customer-facing or internal documentation, writing original draft articles and training resources to help upskill the team. • Identify areas where our support processes can be streamlined, reporting them with logical recommendations. • Deliver support across multiple channels (such as email, chat, and phone), ensuring SLA compliance and high-quality interactions. • Assist and guide peers in resolving complex concepts, helping maintain the "voice of Twilio".

• Provide exceptional customer support by resolving customer issues promptly, efficiently, and professionally. • Elevate systems and processes by observing, analyzing and providing actionable feedback on the support systems, software, and processes. • Share operational insights, areas for improvement, and new ideas to improve customer support practices with senior leadership. • Collaborate across Finance, Sales, and Engineering to learn and adopt new practices. • Help establish and maintain the tracking of key metrics that drive outcomes for customers including response times, quality of responses, customer satisfaction, and renewal rates. • Conduct implementation calls, configure customer solutions, and deliver product training sessions to help customers successfully onboard and begin using their software solutions. • Serve as the primary point of contact and manage relationships with key clients to ensure ongoing success and satisfaction.

Join our dynamic team to innovate and refine technology operations, impacting the core of our business services. As a Technology Support Lead in the Corporate & Investment Banking Technology, Prime Finance & Clearing Production Management Support team, you will play a senior role in ensuring the operational stability, availability, and performance of our production services across APAC. You will lead production support for Prime Finance functions including locates management, inventory management, borrow/return optimization, synthetic prime, client reporting, and broader Prime Brokerage activities across a complex, integrated application suite. Partnering closely with Business and Technology stakeholders, you will drive timely analysis and resolution of day‑to‑day issues, safe and reliable releases, effective incident/crisis management, and strong adherence to Risk & Controls, while mentoring the team and setting standards for operational excellence. Job responsibilities - Lead day‑to‑day technical and operational support for Front and Middle Office applications to ensure stability, availability, and performance across APAC, serving as the primary escalation point for critical issues. - Own support for end‑to‑end trade lifecycle applications (e.g., locates, trade booking, synthetic trade booking), ensuring resilient and well‑controlled operations. - Build and maintain strong partnerships across Production Management (APAC/global), Business, and Technology stakeholders; communicate status and remediation plans clearly and confidently at senior levels. - Partner with Application Development (AD) to implement fixes and stability enhancements that reduce operational risk and eliminate manual touches to production; champion SRE/DevOps practices. - Define, track, and report capacity, resiliency, and reliability metrics; strengthen failover and business continuity (BCP) capabilities and lead DR planning/execution. - Enhance observability and monitoring for the Prime trading application suite; evolve standard tooling and establish proactive detection and auto‑remediation patterns. - Manage production incidents end‑to‑end, including rapid triage, stakeholder engagement, vendor coordination, and clear, timely communications from incident through service restoration. - Lead detailed post‑mortems with AD; document root cause, define preventative actions, and track follow‑ups in ServiceNow for Problem Management to drive recurrence prevention. - Engage throughout the SDLC to ensure robust non‑functional readiness and smooth onboarding of new applications and features into Production. - Plan, review, and execute application change releases with Business, AD, and QA to minimize change‑related incidents, including off‑hours/weekend and DR activities as required. - Uphold firm Risk & Controls standards across incident, change, and problem management; conduct regular stability reviews and act as regional subject‑matter expert for assigned Prime products and applications. Required qualifications, capabilities, and skills - Bachelor’s degree in Engineering, Computer Science, Information Technology, or equivalent. - Formal training and certification with at least 5+ years of experience (or equivalent expertise) in production support or technology operations within financial services, with strong exposure to trade processing and front‑to‑back workflows. - Product knowledge in stock borrow/loan and synthetic prime brokerage; proven experience supporting trade booking platforms. - Excellent SQL and stored procedure skills; experience with Sybase and Oracle. - Proficiency in Linux/UNIX and strong scripting skills (Perl, Shell); ability to automate routine operational tasks. - Hands‑on experience with ITRS Geneos and modern observability practices; familiarity with alert tuning and runbook automation. - Understanding of networking, connectivity, and low‑latency trading environments; ability to diagnose complex, multi‑system issues. - Strong analysis, problem‑solving, and investigation skills; demonstrated ability to prioritize and perform under pressure with high attention to detail and an ownership/leadership mindset. - Excellent written and verbal communication skills with the ability to engage senior stakeholders and drive consensus. - Experience executing processes aligned to the ITIL framework across incident, problem, and change management. Preferred qualifications, capabilities, and skills - Experience participating in disaster recovery testing and weekend release activities; prior leadership of DR events is a plus. - Familiarity with ServiceNow Problem Management workflows and metric‑driven service improvement. - Experience enhancing monitoring and observability for trading applications, including metric design and dashboarding. - Exposure to automation and SRE initiatives (e.g., self‑healing, release automation) that reduce manual tasks and improve production stability. - Working knowledge of one or more general‑purpose programming languages (e.g., Python) and/or infrastructure automation in hybrid/on‑prem and public cloud environments. About UsJ.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives. We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation. About the TeamJ.P. Morgan’s Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.

Role Description We're looking for a Senior Technical Support Engineer to become a technical extension of our Engineering team. This is not a traditional customer support role. You'll investigate complex API and infrastructure issues, help engineers reproduce difficult bugs, improve developer experience, build automation, and continuously raise the quality and efficiency of our technical support function. We have a strong preference for engineers who naturally integrate AI into their daily workflow—not simply as a writing assistant, but as a practical engineering tool for investigation, automation, documentation, analysis, and operational improvement. Beyond solving customer issues, you'll help build a modern, AI-native support function that scales alongside the company. Qualifications - 5+ years of experience in Technical Support Engineering, Developer Support, Solutions Engineering, SRE, or another highly technical customer-facing engineering role. - Strong troubleshooting and debugging skills across REST APIs, HTTP, authentication, JSON, SDKs, webhooks, and distributed systems. - Experience investigating production issues using logs, metrics, traces, dashboards, and modern observability platforms. - Comfortable reading application code and understanding backend systems (Python, Go, Node.js, Java, PHP, or similar). - Strong analytical thinking and a structured engineering approach to debugging complex systems. Requirements - Active, practical use of AI-assisted tools to improve troubleshooting, documentation, analysis, investigation, and day-to-day engineering productivity. - Experience building automations, scripts, integrations, or AI-enabled workflows that reduce manual work and improve operational efficiency. - Demonstrated habit of continuously improving personal and team productivity through automation, AI, and process optimisation. - Curiosity to evaluate emerging AI tools and incorporate those that create measurable value. - Excellent written and verbal communication skills with developers and technical stakeholders. - High level of ownership with a track record of improving technical processes rather than simply executing existing ones. - Comfortable working in ambiguous environments where processes are continuously evolving. Benefits - Generous paid time off – vacation, sick days, public holidays. - Meaningful stock options – share in the upside you create. - Flexible hours – own your schedule outside core collaboration blocks. - Family leave – paid maternity, paternity, and caregiver time. - Company retreats – twice-yearly gatherings in inspiring locations.