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.
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 where customer experience is an engineering responsibility.
Required Qualifications
8+ years experience in software engineering, production support, reliability, or tech-lead roles
Hands-on experience with C#, .NET / .NET Core
Practical familiarity with JavaScript / 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 communication skills 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 to align on priorities 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 - You identify patterns, 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
Benefits
Health insuranceDental insuranceVision insurance401(k)Equity / stock options
Additional Information
The Mission
Financial advisors rely heavily on Morningstar's Direct Advisory Suite and when software breaks, they need instant resolution. Our Delight team transforms support from cost center into competitive advantage by combining hardcore production engineering with AI-enhanced diagnosis to deliver service excellence competitors can't replicate.
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 to the technology . You'll partner closely with a Senior Engineering Manager to ensure:
The right problems are prioritized and addressed
Engagement within the team
Root causes are clearly identified
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)
Morningstar · Chicago