Senior Software Support Engineer, Mastercard
Global payments technology company
Be an early applicant
Global payments technology company
1001+ employees
Be an early applicant
1001+ employees
Company mission
To connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible.
Role
Who you are
- Experience in building CI/CD pipelines using automation tools (e.g. Jenkins), performing Day-2 operations tasks including using observability and alerting tooling as well as in Security tools (e.g. Fortify, XRay)
- Proven experience as a team leader in a project setting, providing valuable guidance and mentorship to junior team members
- Experience in designing and being a part of incident response and support processes
- Scripting skills (e.g. Python, Shell) for automation and maintenance tasks
- Ability to handle complex on-call duties and engage effectively with customers on Slack/Jira
- Exceptional problem-solving skills with a great attention to detail
- Excellent communication skills, both verbal and written, with the ability to collaborate seamlessly with cross-functional teams
- Bachelor’s degree in computer engineering or related field is a plus, but not a requirement
What the job involves
- We are looking for a Senior Software Support Engineer (SSE) dedicated to enhancing the operations of our infrastructure. Their mission is to develop solutions to improve the stability, reliability and security of our systems and core infrastructures
- As an SSE, you will play a critical role in building and enhancing tools, automating technical support requests to minimize downtime and engage with customers proactively to ensure successful resolution of customer issues. This will include partnering with our development teams in managing the health of our systems
- Our SSEs work in small and agile teams where every member contributes to designing, building, and testing features to adapt to the needs of our stakeholders. You should be passionate about supporting our development teams and ensuring we provide a world-class experience to stakeholders
- Design and automate workflows and ensure the efficiency, stability and reliability of tooling
- Engage with customers to unblock them and resolve their issues effectively while also improving and automating common problems
- Brainstorm, plan and implement improvements to on-call support by leading refinements to the customer support process with customers
- Be a technical leader for other SSEs and provide guidance and mentorship
- Responsible for overall quality of support and ensuring support issues are meeting customer SLAs
- Act as the primary on-call person, responding to support requests and incidents related to CI/CD and runtime infrastructure, while improving the monitoring and response processes
- Provide technical support to market-facing teams and help teams take advantage of infrastructure to make their apps more stable
- Provide technical guidance and support to market-facing teams exploring new technologies within our ecosystem
- Perform regular maintenance tasks, including system reboots, updates, and configuration changes
- Address security vulnerabilities and collaborate closely with development teams to design and implement fixes when necessary
- Design and automate the installation of newer versions of third-party software to allow developers to use the newest features while minimizing Technology Foundations responsibilities
- Closely partner with market-facing teams to implement infrastructure enhancements critical to the success of products
- Designed and implemented a SQL stored procedure to automate application configuration to enable seamless technology upgrades
- Work with Technology Foundations leaders to rethink how customers can most easily request support
- Resolve dozens of high-impact support requests to ensure the stability and continued functionality of our infrastructure
- Automated the response and mitigation to common alerts to reduce the burden of on-call responsibilities
Our take
Mastercard is in the global payments business, and operates the world's fastest payments processing network. Its products and solutions have become central to everyday commerce across the world, in activities ranging from shopping and travelling to running businesses.
As the economy has become more and more digitised, Mastercard has been a leading player in helping businesses and individuals across the globe embrace card payments and digital banking. One of the world's largest companies, its revenue has seen consistent gain in the last 20 years.
The challenge for modern payments companies is that payments are always changing, as seen in the astronomical rise of contactless payments over the last decade. Mastercard's acquisition of blockchain systems, and an overall focus on leveraging its technology towards a digital economy, has placed the company in good stead to keep up to date with current trends, like cryptocurrency, in the digitised payments world.
Steph
Company Specialist
Insights
Company
Company benefits
- Gym membership
- Share purchase options
- Extra holiday purchase optional
- Work from home opportunities
- Health insurance
Company values
- Trust - integrity, respect, openness
- Agility - urgency and value through innovation
- Partnership - working as one team for the benefit of all
- Initiative - taking bold and thoughtful actions
Company HQ
Purchase, Harrison, NY
Articles
Leadership
Michael Miebach
(CEO, not founder)Has served in a variety of roles at the company, including President and CPO. Currently Board Member at IBM, Accion, the World Resources Institute, the US-India Strategic Partnership Forum, and the Metropolitan Opera. They are also a Trustee of USCIB.
People progressing
Joined as VP in 2008, promoted 4 times in 11 years to their current position of Executive Vice President.
Salary benchmarks
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