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)
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:
- 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 on reliability, 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.
- 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
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.
001_MstarInc Morningstar Inc. Legal EntitySkills Required
- 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 and web application behavior
- Experience working with distributed systems in production
- Familiarity with AWS-hosted systems and cloud-based architectures
- Ability to analyze logs, metrics, and traces (e.g., Splunk, New Relic, APM tools)
- Proven ability to lead incidents and cross-team technical problem solving
- Strong communication skills across technical and non-technical audiences
What the Team is Saying
Morningstar Compensation & Benefits Highlights
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Leave & Time Off Breadth — Policies include a paid sabbatical every four years and flexible PTO covering vacation, sick, and personal days, alongside paid volunteer time. Feedback suggests these features create meaningful flexibility and rest opportunities beyond standard leave plans.
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Parental & Family Support — A global minimum of 16 weeks paid parental leave for primary caregivers (up to 8 weeks for secondary) and at least six weeks of paid caregiving leave are publicly stated, with adoption assistance also available. These provisions indicate robust support for families during key life events.
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Retirement Support — U.S. materials document a 401(k) match of $0.75 per $1 up to 7% of pay and no‑cost access to Morningstar retirement tools. This combination strengthens long‑term savings and planning for employees.
Morningstar Insights
What We Do
We are a global investment research and financial data company with 40-plus offices across North America, Europe, Australia, and Asia. Our products and services are used daily by individual investors, financial advisors, asset managers, retirement plan providers, and institutional investors. We provide data, research, and analysis across managed investment products, publicly listed companies, private capital markets, debt securities, and real-time global market data. The financial system can have real barriers—hidden information, friction that can slow decisions, and forces that can limit transparency and access. We work to remove them, bringing independent research, connected data, and investor-first tools to a system that needs more clarity. The people doing this work span research, technology, design, product, sales, and functional areas. We build many of our products in-house, so the work can connect directly to the tools investors use to make real financial decisions.
Why Work With Us
Imagining big things is in our blood -- it's transformed us from a company with just a few employees in 1984 to a leading independent investment research company with a worldwide presence today. As of April 2020, we acquired Sustainalytics to drive long-term meaningful outcomes for investors in the ESG space. Join us on this exciting journey!
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
