Support Engineer

Who we are

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 …