Support Engineer

At Mambu, we believe that banking and financial services can change the world for the better. We also know that inflexible systems are slowing innovation and limiting impact. We’re on a mission to change that, to make banking work better for everyone.

Join us as we bring banking and financial services technology into the digital-first world. Where our best-in-class, cloud-banking platform is igniting financial change globally. Where we are enabling our customers to build great banking experiences for their customers; in a faster, more flexible and more dependable way than ever before.

If this mission drives you, if you are bold, curious, customer-obsessed and ready to embrace a challenge, then we want you on our team.

At Mambu our people are the foundation! We prioritise continuous learning and development to empower Mambuvians for success and growth. We provide a learning budget by function for professional development and offer a comprehensive L&D program that enhances both technical expertise and soft skills.

Let’s rewrite the rules of banking together!

What you’ll do

• Provide first line support for Mambu applications and services in Salesforce
• Manage & triage incoming requests and assign it to the relevant support team
• Ensure all support tickets are responded within the agreed service level timeframe
• Solve technical issues reported by our customer. Perform basic technical triage using tools such as Grafana, Loggly and MS SQL.
• Manage resolution, internal and external communication for major incidents (P1 & P2)
• Drive product reliability improvement efforts across Mambu
• Continuously build and evolve technical knowledge base and process improvements
• Be an ambassador of Support culture and mindset in Mambu
• Work collaboratively with support teams across regions:
• Participate in case handover & triage calls.
• Manage case handover between regions.
• Researching, recommending and implementing new tools for improving our existing processes

What you’ll bring

• Profound experience working in the financial sector or similarly regulated environment in  L1/L2 Support (Technical or Application) for more than 2 years;
• Experience with application monitoring, Log analysis, working with analytical dashboards, monitoring tools; running SQL queries, Salesforce, Jira or similar ITSM or customer support software,
• Background in Enterprise software support/Corporate;
• Language: English
• Basic Cloud knowledge, basis SaaS understanding
• Experience in coordinating with other business functions to ensure customer excellence
• Basic knowledge of Incident, Problem, Change & Release management.
• Operational experience working with SLAs
• Ability to work flexible shifts, including weekends.
• Exceptional written and verbal English communication skills for documentation and customer support duties, should be comfortable communicating complex concepts;
• Hands-on approach to problem solving individually and together with the team;
• Strong communication, organisational and problem solving skills.

Your future

We aim to be the leading cloud-banking platform, powering the future of banking and igniting financial change globally. If you want to join a collaborative, inclusive team of experts changing the lives of billions, this is where you belong.

The base salary for this position is €3.000 gross (before taxes) monthly. This is a full-time equivalent target rate for Lithuania only. Actual rate offered will vary depending on the nature of the role and the breadth of skills and expertise the candidate brings to the role relative to existing Mambuvians.

For the rest of the locations where we advertise this role, the starting salary will be discussed during the recruitment process.

Let's connect!

Follow Mambu onLinkedInfor the latest Fintech trends and success stories. Connect with us on Facebook, Instagram, andYouTube to experience our vibrant culture. Explore our mission, values, and the world we're building atmambu.com/careers.

Follow the work of our Product and Engineering teams as they continuously make our products and platform bigger, better, faster and stronger. Check out ourMedium Product & Tech Log.

As part of the recruitment (or HR onboarding) process, you will be required to obtain authorised criminal background and credit screening results, as well as be queried against a sanctions/anti-money-laundering/counter terrorism financing/politically exposed persons screening service and your employment is conditional upon approval of these results.

_Don’t meet every single requirement?_Studies have shown that many job seekers (including women, people of colour and people from diverse backgrounds) are reluctant to apply to jobs unless they meet every single qualification.

_Here at Mambu we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway._You may be just the right candidate for this or other roles.

Mambu is committed to working with and providing equal opportunities to people with disabilities. If you have a medical condition or disability which inhibits your ability to complete any part of the application process, and are in need of a reasonable adaptation of the process to accommodate your needs, please contact us at [email protected] and let us know how we may assist you.

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