Morningstar

Lead Software Engineer, Customer Experience & Reliability

Chicago

Sponsorship not specified$300k-$600kDetected 27 days ago

JavaScriptC#.NETDistributed SystemsAWSIncident ResponseCustomer SuccessLeadershipCommunicationCollaborationProblem SolvingMentoring

About the role

This role offers a unique mix of technical leadership and hands-on engagement, allowing you to influence outcomes while staying close to the technology.
In most of our locations, our hybrid work model is four days in-office each week.
No matter where you are, you'll have tools and resources to engage meaningfully with your global colleagues.

Lead cross-functional debugging sessions across Engineering, Customer Success Managers, Operations, and Support.
Support during incidents by tracking decisions, risks, and next steps.
Lead Production Issue Ownership
Maintain deep technical fluency to:
Review proposed fixes and designs with a focus on reliability, operability, and customer impact.
Manually reproduce customer issues, isolate root causes, and deploy fixes under time pressure while partnering with L1/L2 support teams to resolve high-priority advisor tickets.
Recognize recurring issue patterns and provide feedback to feature development teams to drive systemic improvements.
Identify systemic weaknesses and partner with engineering teams to improve observability, diagnostics, and operational readiness.
Support and influence emerging automation or AI-assisted diagnostic workflows.
Mentor engineers and support teams on effective incident handling and production readiness.

This listing is sourced directly from Morningstar's careers page and normalized into a canonical job model.