Senior Customer Operations Engineer
ROLE SUMMARY
The Senior Customer Operations Engineer (Sr. COE) is asenior technical role within Customer Engineering, the client-facing technologyorganization at Integral. The Sr. COE is responsible for customer onboarding,platform setup and configuration changes, complex technical investigation, andnamed 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, andclient-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 micro services, 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.
• Reconstructissue timelines using logs, traces, metrics, and order/trade data to isolateroot cause.
• Prepare complete diagnosis packages when escalating to Application SRE orInfrastructure SRE, including steps tried, findings, and suspected root cause.
• Track SLA and own client communication throughout the ticket lifecycle, regardless of whois 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.
• LeverageAI 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, orpricing 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.