Lead Software Engineer, Customer Experience & Reliability
Morningstar · Chicago, United States · 20d ago
The Mission
Financial advisors rely heavily on Morningstar’s Direct AdvisorySuiteand when software breaks, they need instant resolution. Our Delight team transforms support from cost center into competitive advantage by combininghardcore production engineeringwithAI-enhanced diagnosisto deliver service excellence competitorscan’treplicate.
Role Summary
As a Lead Software Engineer for Customer Experience & Reliability, you are a technical leader and customer advocate responsible for driving the resolution of complex, cross-system production issues.
This role offers a unique mix of technical leadership and hands-on engagement, allowing you to influence outcomes while staying close tothe technology.You’llpartner closely with a Senior Engineering Manager to ensure:
- The right problems are prioritized and addressed
- Engagement within the team
- Root causes are clearlyidentified
- Follow-up actions are effectively executed
You will remain technically engaged in reading code, analyzing logs, and troubleshooting issues, but your primary impact will come through ownership, coordination, and sound technical judgement.
Location: Chicago, IL (4 days onsite, Monday - Thursday)
WhatYou’llDo
Lead Production Issue Ownership
Coordinate &FacilitateTechnical Problem Solving
Lead cross-functional debugging sessions across Engineering, Customer Success Managers, Operations, and Support.
Help teams converge on root causes by asking the right technical questions.
Support during incidents by tracking decisions, risks, and next steps.
Translate between customer impact and system behavior.
Technical Troubleshooting & Guidance
Maintain deep technical fluency to:
- Read and reason about C#, .NET / .NET Core, and JavaScript code
- Analyze logs, metrics, and traces (e.g., Splunk, New Relic, APM tools)
- Reproduce issues at a conceptual or functional level
- Review proposed fixes and designs with a focus onreliability, operability, and customer impact.
Proactive Customer Experience & Reliability Improvements
- 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.
- Identifysystemic weaknesses and partner with engineering teams to improve observability, diagnostics, and operational readiness.
- Support and influence emerging automation or AI-assisted diagnostic workflows.
Mentorship & Leadership
- Model strong ownership, calm decision-making, and accountability during production incidents.
- Mentor engineers and support teams on effective incident handling and production readiness.
- Reinforce a culture wherecustomer experience is an engineering responsibility.
Required Qualifications
- 8+yearsexperiencein software engineering, production support, reliability, or tech-lead roles
- Hands-on experience withC#, .NET / .NET Core
- Practical familiarity withJavaScript / web application behavior
- Experience working with distributed systems in production
- Familiarity with AWS-hosted systems and cloud-based architectures
- Proven ability to lead incidents and cross-team technical problem solving
- Strong communicationskills across technical and non-technical audiences
What Success Looks Like
- Ownership & Accountability– You take end-to-end responsibility for production issues and follow through until resolution and prevention are confirmed.
- Cross-Functional Collaboration– You work across engineering, operations, support, and customer success toalign onpriorities and drive outcomes.
- Technical Curiosity– You stay close to the code, the logs, and the systems—not to write every line, but to ask the right questions and spot incomplete solutions.
- Customer-First Mindset– Every technical decision is evaluated through the lens of advisor impact and experience quality.
- Calm Under Pressure– You lead incidents with composure, clear communication, and structured decision-making.
- Continuous Improvement– Youidentifypatterns, advocate for systemic fixes, and raise the bar on operational readiness across teams.
Compensation and Benefits
At Morningstar we believe people are at their best when they are at their healthiest. That’s why we champion your wellness through a wide range of programs that support all stages of your personal and professional life. Here are some examples of the offerings we provide:
Financial Health
100% 401k match up to 6% of salary
Stock Ownership Potential
Company provided life insurance - 1x salary + commission
Physical Health
Comprehensive health benefits (medical/dental/vision) including potential premium discounts and company-provided HSA contributions (up to $500-$2,000 annually) for specific plans and coverages
Additional medical Wellness Incentives - up to $300-$600 annual
Company-provided long- and short-term disability insurance
Emotional Health
Trust-Based Time Off
6-week Paid Sabbatical Program
6-Week Paid Family Caregiving Leave
Competitive 8-24 Week Paid Parental Leave
Adoption Assistance
Leadership Coaching & Formal Mentorship Opportunities
Annual Flex Stipend - $1000 annually to cover personal education & well-being expenses
Tuition Reimbursement
Social Health
Charitable Matching Gifts program
Dollars for Doers volunteer program
Paid volunteering days
15+ Employee Resource & Affinity Groups
Total Cash Compensation Range
$114,100.00-167,350.00Inclusive of annual base salary and target incentive
Morningstar's hybrid work environment gives you the opportunity to collaborate in-person each week as we've found that we're at our best when we're purposely together on a regular basis. In most of our locations, our hybrid work model is four days in-office each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you'll have tools and resources to engage meaningfully with your global colleagues.
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