Senior Support Engineer in Cambridge

Bango enables content providers to reach more paying customers through global partnerships. Bango revolutionised the monetisation 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.

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.
• During incidents, play a crucial role 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 pro-active approach towards development/implementation of working tools, workaround processes and automations.
• Work closely across functions (including Engineering, Delivery, Product management, 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.
• Partner onboarding – configuration tasks for existing and new customers joining the Bango platform.
• Monitor set up and configuration, and regular thresholds review with the first line team to ensure reduction on false alarms as well as effective platform monitoring.
• Attend and participate in customer scheduled meetings to assist/troubleshoot live issues when needed.
• Reporting and reconciliation activities to diagnose potential operational issues causing records alignment.

Minimum Requirements

• Minimum of 5 years’ experience in a technical support/NOC environment.
• Working knowledge of SLAs.
• Experience of working with cloud technology/platforms.
• Working knowledge of database technologies.
• Proven experience on SQL and in analysing data within a SQL database.
• Proven track record of troubleshooting technical issues/complex problem-solving monitoring and alerting.
• Experience of formal report writing and an ability to communicate confidently.
• Able to thrive and develop in a fast-paced, high-tech arena.
• Level head, calm, and clear thinking, open-minded and flexible, able to deal with ambiguity.
• While travelling 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 other scripting languages such as PowerShell/Python.
• Experience of working with cloud tools such as Redshift, Databricks, Lambda.
• Experience of 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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