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Overview
The Sr. Support Engineer plays a critical role in providing advanced technical and functional support for Smart Trading solutions, including Transaction Management, XES, and related trading and post-trade processing platforms. The role is responsible for triaging complex production issues, leading critical incident management efforts, and ensuring timely resolution of customer-impacting problems.
The ideal candidate is a proactive and highly motivated professional with strong analytical and troubleshooting capabilities, proven experience supporting enterprise applications in production environments, and the ability to work effectively under pressure. This position requires close collaboration with customers, Product Management, Engineering, Professional Services, and Support teams to deliver an exceptional customer experience.
The role requires approximately 70% individual contribution focused on technical analysis, troubleshooting, incident management, and operational excellence, and 30% leadership contribution through mentoring team members, driving technical excellence, and acting as a subject matter expert during critical production incidents.
Responsibilities
Provide advanced technical and functional support for Interoperability, Smart Trading products, including Transaction Management, XES, and other trading ecosystem solutions.
Serve as a technical lead during SEV1 and SEV2 incidents, driving troubleshooting efforts and coordinating resolution activities across multiple teams.
Investigate and resolve complex production issues, performing root cause analysis and recommending preventive measures.
Monitor application health, system performance, and operational stability within production environments.
Collaborate with Engineering, Product Management, Professional Services, and Infrastructure teams to identify and resolve product defects and operational challenges.
Support deployment, configuration, maintenance, and upgrade activities across hosted and on-premises customer environments.
Ensure adherence to established incident, problem, and change management processes.
Deliver a consistent, responsive, and high-quality customer experience throughout the lifecycle of support cases.
Maintain detailed documentation for troubleshooting procedures, known issues, and operational runbooks.
Provide technical mentoring and guidance to Support Engineers and junior team members.
Drive continuous improvement initiatives focused on monitoring, automation, operational efficiency, and service quality.
Participate in on-call rotations and support activities required for business-critical systems operating in a 24x7 environment.
Collaborate with customers and internal stakeholders to understand business processes and provide effective solutions aligned with platform capabilities.
Meet or exceed established quality, productivity, customer satisfaction, and service level objectives.
Complete all responsibilities as outlined in the annual performance review and/or goal setting.
Complete all special projects and other duties as assigned.
Must be able to perform duties with or without reasonable accommodation.
This job description is intended to describe the general nature and level of work being performed and is not to be construed as an exhaustive list of responsibilities, duties and skills required. This job description does not constitute an employment agreement and is subject to change as the needs of Cotiviti and requirements of the job change.
Qualifications
Requires a minimum of 5-7 years of related experience with a Bachelor’s degree or equivalent work experience.
Strong knowledge of Transaction Management systems.
Strong knowledge of XES platform.
Strong knowledge of trading and brokerage workflows.
Strong knowledge of market connectivity and transaction processing.
Strong knowledge of production support methodologies.
Strong Linux/Unix administration and troubleshooting skills.
Working knowledge of relational databases such as
Oracle
Microsoft SQL Server
Java
Experience with
XML
JSON
API integrations
File-based processing and messaging systems.
Knowledge of system monitoring, log analysis, and performance troubleshooting.
Understanding of Incident Management, Problem Management, Change Management, and Service Management processes.
Strong analytical, diagnostic, and problem-solving abilities.
Preferred
Experience with cloud-hosted environments and modern monitoring tools.
Knowledge of middleware, messaging platforms, and integration technologies.
Exposure to automation and scripting for operational efficiency.
Familiarity with ITIL processes and best practices.
Cognitive/Mental Requirements:
Strong customer service orientation and stakeholder management skills.
Ability to remain calm and effective during high-pressure production incidents.
Excellent verbal and written communication skills.
Strong ownership mindset with the ability to drive issues through resolution.
Ability to manage multiple priorities and work independently.
Continuous learning attitude with a passion for developing product and domain expertise.
Team player with a proven ability to mentor and support colleagues.
Physical Requirements and Working Conditions:
Ability to work in a fast-paced, customer-focused environment.
Flexibility to support a 24x7 operational model, including participation in on-call rotations and critical incident support.
Base compensation ranges from $110,000 to $148,000 per year. Specific offers are determined by various factors, such as experience, education, skills, certifications, and other business needs.
Cotiviti offers team members a competitive benefits package to address a wide range of personal and family needs, including medical, dental, vision, disability, and life insurance coverage, 401(k) savings plans, paid family leave, 9 paid holidays per year, and 17-27 days of Paid Time Off (PTO) per year, depending on specific level and length of service with Cotiviti . For information about our benefits package, please refer to our Careers page.
Since this job will be based remotely, all interviews will be conducted virtually.
Date of posting:8/18/2026
Applications are assessed on a rolling basis. We anticipate that the application window will close on 11/18/2026, but the application window may change depending on the volume of applications received or close immediately if a qualified candidate is selected.
