Senior Customer Operations Engineer

About Integral

Integral is a leader in trading technology and the trusted technology partner for global currency markets. Headquartered in Silicon Valley with world-class engineering talent, and continuously innovating for over 25 years, they deliver mission-critical trading infrastructure to the world`s leading financial institutions. They provide institutional-grade trading software and workflow automation for FX, CFDs, precious metals, and digital assets. Their private cloud-native, API-first platform powers liquidity aggregation, pricing, execution, distribution, risk management, and settlement for over 200 clients worldwide, including banks, institutional brokers, retail brokerages, and crypto trading firms.

Headquartered in Palo Alto with offices in New York, London, Singapore, Tokyo, Sydney, and Bangalore, Integral is collocated in Equinix NY4, LD4, SG1, and TY3 data centers. The platform is SOC 2 Type II certified and built for 24,7 resilience with active-active infrastructure.

Role Summary

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 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.
  
  

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