Senior Support Engineer Apprentice

Bango plc; United Kingdom; On-site; GBP 25,000 - GBP 35,000; Full time

Job summary

A technology company seeks a committed individual for level 2 technical support. Responsibilities include mentoring first line support, documenting operational changes, and ensuring effective management of the Bango environment. The role requires a proactive attitude towards incident management and cross-functional collaboration. Working hours are Monday to Friday, 9:00am - 5:30pm with some flexibility for work-from-home study days.

Qualifications

• Demonstrated ability to provide technical support effectively.
• Knowledge in diagnosing and troubleshooting software issues.
• Ability to document guides and conduct workshops.

Responsibilities

• Provide level 2 technical support to Bango Partners.
• Mentor first line support engineers.
• Document and implement internal change requests.
• Monitor and configure platform settings to reduce false alarms.

Skills

Customer focused attitude

Technical expertise

Mentorship abilities

Incident management skills

Job description

About The Company Bango provides technology and services that enable content providers, app stores, merchants, and other digital businesses to sell subscriptions, apps, media, and services.

Its Main Offerings Include: Digital Vending Machine (DVM) a platform that lets content providers and subscription services bundle offerings and distribute them via third-party channels (telcos, banks, resellers, etc.), enabling subscription bundling and flexible delivery. Bango Payments a payments orchestration solution that enables online stores, app stores, and merchants to accept payments from mobile users. It supports alternative payment methods including direct carrier billing (DCB), digital wallets and other non-card payment options.

The opportunity may offer a permanent role upon completion of the apprenticeship depending on performance and availability.

Working for Bango you will have high personal integrity, honesty, reliability, and dedication. You will have the opportunity to work in other teams to gain knowledge as needed.

Duties And Key Responsibilities

• Provide level 2 technical support to all Bango Partners, demonstrating a customer focused attitude and technical expertise within the Bango systems
• Work closely with first level, acting as a mentor, to ensure BAU tasks can be fully absorbed by 1st line engineers and therefore covered 24/7
• Provides documented guides and technical workshops to peers to ensure appropriate knowledge sharing
• Key role during incidents, including 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)
• Responsible for the completion of OIR reports for Major Incidents
• Pro-active approach towards development/Implementation of working tools, workaround processes and automations to ensure 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
• 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 SLAs
• 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

Monday - Friday, 9:00am - 5:30pm (Worked in office; study days can be from home)

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