Support Engineer

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Overview

This job posting is for the position of Support Engineer at Mambu, part of Numeral, which focuses on revolutionizing financial technology. The company aims to transform the banking and financial services landscape by providing cutting-edge solutions that empower various businesses. Mambu strives to make banking and financial services simpler, smarter, and more accessible globally.

Company Mission and Culture

Mambu believes in the positive impact financial services can have on the world. They emphasize that traditional, inflexible systems can hinder innovation and limit potential impacts on society. The company's mission is to change the way banking works, particularly in a digital-first environment. They offer the opportunity for professionals to be part of a team that is committed to creating better banking experiences across diverse customer bases, focusing on speed, flexibility, and dependability.

Responsibilities

The selected candidate for the Support Engineer role will serve as the first line of support for Mambu and its partners, addressing technical concerns and ensuring resolution in a timely manner. Key responsibilities include:

• Providing timely support for Mambu Payments / Numeral to customers and partners.
• Managing incoming support requests according to triage rules and service level agreements (SLAs).
• Helping customers with deployment and usage of Mambu Payments / Numeral applications.
• Troubleshooting and cooperating with product and engineering teams to resolve more complex technical issues relating to APIs, bank integrations, and configurations.
• Ensuring all support tickets have responses within the stipulated SLAs.
• Driving improvements toward product reliability across Mambu Payments / Numeral.
• Continuously developing Mambu Payments / Numeral's technical knowledge base and support processes.

Required Skills and Qualifications

Candidates interested in applying for the Support Engineer position should possess the following skills and qualifications:

• A minimum of 5+ years of experience in technical support, product support, or similar roles.
• A strong understanding of APIs and integration-heavy software.
• Experience in incident management, troubleshooting, and customer communications.
• Excellent problem-solving skills, capable of diagnosing complex technical issues effectively.
• Strong written and verbal communication skills, focusing on customer satisfaction.
• Proficiency with data exploration and visualization tools (e.g., Metabase) and ticketing systems (e.g., Zendesk, Jira).
• Familiarity with monitoring tools (e.g., Datadog, Grafana, Sentry) is considered an advantage.
• Knowledge of financial technology, banking, and payment infrastructure would be beneficial.

Future Opportunities

Mambu positions itself as a leader in payments and cloud-banking platforms, aiming to power the future of banking and ignite financial change on a global scale. The company offers an inclusive and collaborative environment where experts come together to effect significant changes in people's lives.

Application and Hiring Process

Mambu emphasizes diversity and inclusion and encourages applicants from all backgrounds, even if they do not meet every single requirement listed in the job description. They particularly welcome candidates who may not perfectly align with qualifications but are excited about the role, as they believe such individuals may be suitable for this or other opportunities within the company.

As part of the hiring process, prospective employees will undergo a background check screening. This includes checks related to criminal background as well as sanctions and anti-money laundering reviews. Employment is contingent upon the successful completion of these checks.

The company is also committed to providing equal opportunities for individuals with disabilities and offers assistance to candidates requiring adaptations in the application process.

Conclusion

In conclusion, pursuing a position as a Support Engineer at Mambu provides an opportunity not only to work within the financial technology industry but also to contribute to a mission aimed at improving the accessibility and quality of banking services globally. With a focus on technical support, collaboration, and continuous improvement, Mambu offers a space where professionals can thrive in a rapidly evolving landscape.

This job offer was originally published on himalayas.app