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Chicago, Illinois, United States
Onsite
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:
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)
What You’ll Do
Lead Production Issue Ownership
Coordinate & Facilitate Technical 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:
Proactive Customer Experience & Reliability Improvements
Mentorship & Leadership
Required Qualifications
What Success Looks Like
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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