Senior Support Engineer

Bango enables content providers to reach more paying customers through global partnerships. Bango revolutionized the monetization of digital content and services by opening up online payments to mobile phone users worldwide.

Today, the Digital Vending Machine is driving the rapid growth of the subscriptions economy, powering choice and control for subscribers.

The world's largest content providers, including Amazon, Google, and Microsoft trust Bango technology to reach subscribers everywhere.

Bango, where people subscribe.

Role

The Senior Support Engineer will provide expert level technical product and platform support to all Bango Partners and assist our First Line team with escalations. You will be part of a specific customer-focused Squad and will be expected to be the subject matter expert for a particular Bango partner.

Responsibilities

• Provide expert level technical product and platform support to all Bango Partners and assist our First Line team with escalations.
• Act as a mentor to the First Line team by providing feedback on ticket updates and helping them resolve future similar issues.
• Provide documentation, guides, and technical workshops to peers to ensure appropriate knowledge sharing.
• Play a crucial role during incidents, involved in diagnosis, troubleshooting, root cause identification, service restoration, clean-up activities, and implementation of preventative measures.
• Ensure that every disruptive incident is accompanied by a root cause analysis report for our partners.
• Adopt a proactive approach towards development/implementation of working tools, workaround processes, and automations for effective management of the Bango environment.
• Work closely across functions (including Engineering, Delivery, Finance, and other Bango teams) to seek support when needed, ensuring priorities are aligned and SLAs are met.
• Document and implement internal change requests within the operations team including full test plans.
• Keep stakeholders updated regarding any complex ongoing change, activity, or incident affecting the service in line with contracted SLAs.
• Manage partner onboarding - configuration tasks for existing and new customers joining the Bango platform.
• Set up and configure monitoring, and regularly review thresholds with the first line team to reduce false alarms and ensure effective platform monitoring.
• Attend and participate in customer scheduled meetings to assist/troubleshoot live issues when needed.
• Conduct reporting and reconciliation activities to diagnose potential operational issues causing records alignment.
• Minimum of 2 years' experience in a technical support/NOC environment.
• Working knowledge of SLAs.
• Experience of working with cloud technology/platforms.
• Basic knowledge of database technologies and SQL.
• Proven track record of troubleshooting technical issues and complex problem-solving.
• Experience in formal report writing and confident communication.
• Able to thrive and develop in a fast-paced, high-tech arena.
• Level-headed, calm, and clear thinking, open-minded and flexible, able to deal with ambiguity.
• While traveling is not an essential part of the role, it might be required from time to time.
• Experience acting as a 2nd Line Support Analyst or Application Support Analyst.
• Support of a web-based internet service operating in a 'real-time' mission-critical environment.
• Knowledge of scripting languages such as PowerShell/Python.
• Experience of working with cloud tools such as Redshift, Lambda, etc.
• Experience with Windows and Linux Server, web servers, containers, and APIs.
• Good working knowledge of data security and protection.

Benefits

• A friendly, informal working environment.
• Your own Bango buddy - to help you settle in.
• Bendi-time (flexible working hours).
• Choose your own headphones, keyboard & mouse.
• Private Medical Insurance.
• Health Cash Plan.
• 25 days holiday a year, increasing to 28 days with 4 years' service.
• Cycle to work, gym discount.
• Weekly Pilates & Yoga classes (virtual).
• Financial support for employee activity groups and charitable activities.
• Free fruit, drinks and snacks, limitless tea, coffee, and good quality espressos.
• Company branded hoodie to keep you happy and comfortable.
• Life assurance.
• Employee Assistance Program.
• 1Password.
• Income Protection.
• Bango branded Chilly's bottle and coffee cup.

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Interested in this exciting opportunity?