Senior Customer Operations Engineer

RESPONSIBILITIES

Customer Onboarding and Deployment

• Lead end-to-end onboarding for new customers: environment provisioning, platform configuration, connectivity setup, integration testing, and go-live.

• Build and maintain solution implementation plans with Customer Solutions, translating solution design into deployment steps.

• Engage early in complex solution design to understand client requirements, trading profile, and integration architecture before execution begins.

• Coordinate onboarding across internal teams (Platform Engineering, Application SRE, R&D) to meet committed go-live timelines.

• Confirm go-live through successful client test trades. Own the transition from onboarding to steady-state operations.

• Onboard new product modules for existing clients, including configuration, testing, and client-side validation.

Platform Setup and Configuration Changes

• Own post go-live configuration changes: LP connectivity changes, pricing rule updates, risk parameter adjustments, user and entitlement changes, and environment modifications.

• Assess the impact of configuration changes on the client's trading behavior, downstream systems, and dependent integrations before applying.

• Execute changes with appropriate validation, rollback plans, and client confirmation.

• Maintain configuration documentation per client so that any team member can understand the current state of a client's setup.

• Identify recurring configuration patterns and work with Platform Engineering to automate them.

Complex Technical Investigation

• Own investigation for escalated issues that require depth beyond first-line resolution: cross-service failures, latency anomalies, data integrity issues, connectivity drops, and client-reported trading discrepancies.

• Investigate across microservices, configuration surfaces, APIs, market data feeds, and client-side integrations.

• Consult embedded product specialists for segment-specific depth (Retail, BankFX, Digital) without cross-org requests.

• Reconstruct issue timelines using logs, traces, metrics, and order/trade data to isolate root cause.

• Prepare complete diagnosis packages when escalating to Application SRE or Infrastructure SRE, including steps tried, findings, and suspected root cause.

• Track SLA and own client communication throughout the ticket lifecycle, regardless of who is performing the technical work.

• Conduct post-resolution analysis on recurring issues and feed findings into runbooks and the product roadmap.

Client Relationship Ownership

• Serve as the named technical contact for assigned top-tier clients.

• Lead all technical communication for assigned accounts.

• Provide technical input for quarterly business reviews, expansion conversations, and risk signals.

Knowledge and Mentorship

• Author runbooks for new failure patterns and configuration procedures.

• Mentor first-line engineers on investigation technique, client communication, and product depth.

• Contribute to training materials and internal learning sessions.

Automation

• Design and build automation for onboarding, configuration, and operational workflows.

• Leverage AI tools and scripting to reduce manual processes and improve reliability.

QUALIFICATIONS

Required

• 5+ years in Customer Engineering, Technical Account Management, Production Operations, or a related customer-facing technical role at a B2B SaaS or fintech company.

• Hands-on experience with FX trading platforms, market data systems, order management, or pricing engines.

• Track record of leading complex customer onboarding and deployment projects from configuration through go-live, coordinating across teams and time zones.

• Strong diagnostic skills across microservices, APIs, and client-side integrations. Comfortable reading logs, traces, and metrics under time pressure.

• Experience executing production configuration changes with impact assessment, validation, and rollback planning.

• Excellent client-facing communication. Ability to explain a root cause to a non-technical stakeholder and a fix to an engineering peer.

• Experience working under SLA pressure with tiered priority models.

• Proficiency in scripting (Python, Bash, or equivalent) and familiarity with monitoring, alerting, and deployment tooling.

• Fluency in Japanese and English, with the ability to communicate effectively with Japanese-speaking clients and stakeholders and provide technical support in Japanese when required.

Preferred

• Experience in Retail FX, BankFX, or Digital Assets segments.

• Knowledge of AI tools and automation frameworks.

• Familiarity with CRM systems, ticketing platforms, and modern support workflow tooling.

• Experience mentoring junior engineers or leading knowledge-sharing sessions.

• Exposure to institutional client environments where reliability, compliance, and trust are non-negotiable.