Lead Software Engineer

Description

Financial advisors depend heavily on the company's advisory software, so when something breaks they need a fast fix. The team pairs hands-on production engineering with AI-assisted diagnosis to resolve those problems quickly.

This Lead Software Engineer role for Customer Experience and Reliability combines technical leadership with customer advocacy. You will take charge of solving complex production issues that span several systems.

You will work with a Senior Engineering Manager on setting the right priorities, keeping the team engaged, pinning down root causes, and making sure follow-up work gets done.

You stay involved in the code, logs, and troubleshooting, but your main influence comes from taking ownership, coordinating people, and using sound technical judgement.

Responsibilities

• Own production issues from start to finish.
• Run cross-functional debugging sessions with Engineering, Customer Success Managers, Operations, and Support.
• Ask pointed technical questions that help teams agree on the root cause.
• Keep a record of decisions, risks, and next steps during incidents.
• Explain how system behaviour affects customers, and the reverse.
• Read and reason about C,.NET,.NET Core, and JavaScript code.
• Analyse logs, metrics, and traces in tools such as Splunk, New Relic, and other APM products.
• Reproduce issues at a conceptual or functional level.
• Review proposed fixes and designs for reliability, operability, and customer impact.
• Reproduce customer problems by hand, isolate their causes, and ship fixes under time pressure alongside L1 and L2 support on priority advisor tickets.
• Spot recurring problems and send feedback to feature teams so the fixes address the underlying cause.
• Find systemic gaps and work with engineering teams to strengthen observability, diagnostics, and operational readiness.
• Help shape automation and AI-assisted diagnostic workflows.
• Stay calm and decisive during incidents and show accountability.
• Coach engineers and support staff on handling incidents and preparing systems for production.
• Encourage a culture where customer experience is owned by engineering.

Requirements

• At least 8 years in software engineering, production support, reliability, or tech lead roles.
• Hands-on experience with C and.NET /.NET Core.
• Practical knowledge of JavaScript and how web applications behave.
• Experience running distributed systems in production.
• Familiarity with AWS-hosted systems and cloud architectures.
• A track record of leading incidents and solving problems across teams.
• Clear communication with both technical and non-technical people.

Conditions

The role follows a hybrid model, with four days in the office each week in most locations.

You will have tools and resources to work with colleagues around the world, whatever your location.

Total cash compensation ranges from $117,500.00 to $172,350.00, including base salary and target incentive.

Hiring entity: the company's legal entity 001MstarInc.

Benefits

• Retirement plan with a 100% match on contributions up to 6% of salary.
• Potential for stock ownership.
• Company-paid life insurance equal to 1x salary plus commission.
• Medical, dental, and vision coverage, with possible premium discounts and company HSA contributions of up to $500 to $2,000 per year on specific plans.
• Annual wellness incentives of $300 to $600.
• Company-paid short- and long-term disability insurance.
• Trust-based time off.
• 6-week paid sabbatical program.
• 6 weeks of paid family caregiving leave.
• 8 to 24 weeks of paid parental leave.
• Adoption assistance.
• Leadership coaching and formal mentoring.
• Annual flex stipend of $1000 for education and well-being costs.
• Tuition reimbursement.
• Charitable matching gifts.
• Dollars for Doers volunteer program.
• Paid volunteer days.
• More than 15 employee resource and affinity groups.