As Senior support engineer at Bango you will be part of the Managed Service and Support function Operating within the wider COO organization and will work with stakeholders across the business to ensure that Bango delights our high-profile customers. With a passion for learning and a ‘can do’ attitude you will join a team that monitors and maintains the Bango environment and support all partners integrated. Bango utilise a wide range of cutting-edge technologies to deliver its services and is actively scaling its operation on a global basis to support its growth.
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, 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
- Extensive experience in a technical support / NOC environment
- Working knowledge of SLA’s
- Experience of working with cloud technology / platforms
- Basic knowledge of database technologies
- Basic knowledge of SQL and experience of 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 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
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