At a Glance
- Tasks: Lead customer onboarding and complex technical investigations for top-tier accounts.
- Company: Join a fast-growing fintech company with innovative products.
- Benefits: Attractive compensation, incentives, and a collaborative learning environment.
- Other info: Opportunity to mentor junior engineers and work with cutting-edge technology.
- Why this job: Make a real impact by solving complex challenges in customer operations.
- Qualifications: 5+ years in customer engineering or related roles, strong diagnostic skills required.
The predicted salary is between 60000 - 80000 € per year.
The Senior Customer Operations Engineer (Sr. COE) is a senior technical role within Customer Engineering, the client‑facing technology organization at Integral. The Sr. COE is responsible for customer onboarding, platform setup and configuration changes, complex technical investigation, and named technical relationships for top‑tier accounts.
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: 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 requiring 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.
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.
Why Should You Join Us
- Attractive compensation and incentives.
- Working in a fast‑growing company with exciting products and customers.
- Collaborative and learning environment.
Senior Customer Operations Engineer in London employer: Integral Development Corp.
Integral is an exceptional employer for the Senior Customer Operations Engineer role, offering a dynamic and collaborative work environment that fosters professional growth and innovation. With attractive compensation packages and a commitment to employee development, you will have the opportunity to work with cutting-edge technology and top-tier clients, all while being part of a fast-growing company that values teamwork and continuous learning.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Operations Engineer in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its products. Knowing their tech stack and recent projects can help you stand out and show you’re genuinely interested.
✨Tip Number 3
Practice your technical skills! Brush up on relevant tools and languages, especially if they’re mentioned in the job description. Being sharp will give you the confidence to ace those technical questions.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive!
We think you need these skills to ace Senior Customer Operations Engineer in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Senior Customer Operations Engineer role. Highlight your relevant experience in customer onboarding, technical investigations, and client relationship management. We want to see how your skills align with what we’re looking for!
Showcase Your Technical Skills:Don’t hold back on showcasing your technical expertise! Mention your hands-on experience with FX trading platforms, APIs, and any scripting skills you have. We love seeing candidates who can demonstrate their problem-solving abilities and technical know-how.
Be Clear and Concise:When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to read. We appreciate a well-structured application that highlights your key achievements and experiences without unnecessary fluff.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Integral Development Corp.
✨Know Your Stuff
Make sure you brush up on your knowledge of FX trading platforms and market data systems. Be ready to discuss your hands-on experience and how it relates to the role. Prepare examples of complex customer onboarding projects you've led, as this will show your capability in handling the responsibilities outlined.
✨Showcase Your Problem-Solving Skills
Be prepared to talk about specific technical challenges you've faced in previous roles. Think of instances where you had to investigate cross-service failures or connectivity issues. Highlight your diagnostic skills and how you communicated these issues to both technical and non-technical stakeholders.
✨Demonstrate Team Coordination
Since this role involves coordinating across various teams, come equipped with examples of how you've successfully managed cross-team projects. Discuss how you ensured timely go-lives and maintained communication throughout the process. This will illustrate your ability to work collaboratively in a fast-paced environment.
✨Emphasise Your Mentorship Experience
If you've mentored junior engineers or contributed to training materials, make sure to mention this. Talk about how you’ve shared your knowledge and helped others grow. This shows that you're not just focused on your own success but also invested in the development of your team.
