SeniorFull TimeEN
Job Purpose
The Senior Support Engineer will play a key role within the Business Operations Organization at Mondia Egypt Tech Centre, contributing to the stability and performance of Mondia Group's global customer services. This role focuses on hands-on technical expertise in incident response, monitoring KPIs, and supporting the automation, classification, and dispatching of alarms and incidents. The Senior Support Engineer will work closely with the support team to ensure efficient resolution of issues, maintain high service delivery standards, and enhance system reliability for our global customers.
Roles and Responsibilities
· Support the technical integration of international payment service providers, billing aggregators, digital merchants, and Mobile App stores for Payment projects, ensuring seamless operations.
· Contribute to the integration between merchants, mobile operators, and Mondia's internal platforms, enhancing performance and efficiency through technical expertise.
· Support the operations and maintenance of VAS/Digital Systems/Payments using advanced tools, participating in shift coverage outside normal working hours as needed.
· Serve as a key resource for resolving complex technical issues, leveraging tools like NewRelic and Grafana to ensure timely and effective incident resolution.
· Document processes, contribute to knowledge sharing, and support training for internal and external teams on VAS, billing platforms, and related system
Monitor platform KPIs, identifying performance issues and contributing to optimizations for high-quality service delivery.
· Collaborate with cross-functional teams to troubleshoot, configure services, perform automated testing, and support migration activities, ensuring service continuity during outages, including after-hours and holiday coverage.
· Participate in integrations, migrations, and acceptance tests for operator and merchant systems, maintaining high-quality standards.
· Contribute to continuous improvements in service delivery, particularly for system upgrades, new service launches, or major incidents.
Requirements
Technical Competencies/Skills
The ideal candidate has exceptionally high ownership, excellent critical thinking skills, and the ability to work with agility in a fast-paced environment. They would also be insanely focused on demonstrating excellence in service delivery and problem-solving, breaking down complex information into understandable and actionable items.
Other qualifications include:
Education
BA degree in technology, computer sciences, or any related field.
Experience
7+ years of experience.
Benefits
1- You will be a part of a dynamic and international company with a flat organizational structure, where every voice is heard and your contributions truly make a difference.
2- The company will contribute up to EUR 25 per month towards staff perks
3- Benefit from our performance-based bonus scheme, in line with company policy.
4- EUR equivalent salaries paid in EGP.
