Lead Software Engineer, Customer Experience & Reliability

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.