2nd line support engineer Work, Jobs in Cambridge, Cam (with Salaries)

Senior Support Engineer
Bango —Cambridge
- SQL
- Scripting
- APIs
- Employee assistance programme
- Employee discount

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Senior Support Engineer

Bango
Cambridge

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Job details

Benefits

Cycle to work scheme
Company pension
Discounted gym membership
Employee assistance programme
Private medical insurance
Employee discount
Flexible schedule

Qualifications

Report writing
Technical support
SQL
Scripting
APIs
Linux
Root cause analysis
Redshift
Python
PowerShell

Full job description

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

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.

Responsibilities

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 focussed Squad and will be expected to be the subject matter expert for particular Bango partner.
You will ensure that you act as a mentor to the First Line team by providing feedback to them on your ticket updates, and by helping them to resolve future similar issues.
You will provide documentation, guides and technical workshops to peers to ensure appropriate knowledge sharing.
During incidents the senior support engineer plays a crucial role, and will be involved in diagnosis, troubleshooting, root cause identification, service restoration, clean-up activities and implementation of preventative measures as well as internal and external communications (Either directly or via escalation).
The Senior Support Engineer ensures that every disruptive incident is accompanied by a root cause analysis report for our partners.
Alongside the reactive work the Senior Support Engineer also need a pro-active approach towards development/Implementation of working tools, workaround processes and automations to ensure effective management of the Bango environment and will spend time innovating improvements and automation to existing systems and processes.
Work closely across functions (including Engineering, Delivery, Product management, Finance and other Bango teams) to seek support when needed, ensuring priorities are aligned and SLA’s are met.
Responsible for documenting and implementing internal change requests within the operations team including full test plan. (i.e. certificate rotations)
Keeping stakeholders updated regarding any complex ongoing change, activity or incident affecting the service in line with contracted SLA’s.
Partner onboarding – configuration tasks for existing and new customers joining the Bango platform.
Monitoring set up and configuration, and regular thresholds review with 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 (e2e testing)
Reporting and reconciliation activities to diagnose potential operational issues causing records alignment.

Essentials

Minimum of 5 years’ experience in a technical support / NOC environment.
Working knowledge of SLA’s.
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 traveling is not an essential part of the role, it might be required from time to time.

Desirables

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 on other scripting language such as PowerShell / Python.
Experience of working with cloud tools such as Redshift, Databriks Lambda…
Experience of Windows and Linux Server, web servers, containers and API’s.
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)
Bango social events
Choose your own headphones, keyboard & mouse
Generous share option scheme
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
Group personal pension scheme
Life assurance
Employee Assistance Program
1Password
Income Protection
Bango branded Chilly’s bottle and coffee cup

Interested in this exciting opportunity?

We’d love to hear from you!

Location

UK - Cambridge

Department

MS&S

Job Title

Senior Support Engineer

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Senior Support Engineer

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