Senior Technical Support Engineer (Qae/ Site Reliability) Lisboa

Senior Technical Support Engineer (Qae/ Site Reliability)
Lisboa
Lisboa, Lisboa, Portugal

Senior Technical Support Engineer (QAE/ Site Reliability)

Lisboa

EUR 35000 - 60000

Job Title:

Senior Technical Support Engineer (QAE/ Site Reliability)

Overview:

Come talk to us if you are interested in working with internal and external customers to troubleshoot technical issues. If you enjoy working in a
- growth,
- paced
- like organization within Mastercard, we want to talk to you.

The Priceless Platform was created by a Silicon Valley startup that Mastercard acquired. We are experiencing significant growth, and we are looking for a seasoned Technical Support Engineer in Europe, with experience in troubleshooting technical issues.

An
- commerce like workflow platform, Priceless Platform is Mastercard’s premium B2B2C platform. It delivers experiences and benefits to banks and partners globally, for their customers. Even after becoming part of Mastercard, we continue to run at high velocity, and drive impact. Our portfolio is expanding significantly, and we need to flawlessly execute to grow the business, while also designing and building for scale.

Role:

We are looking for a Technical Support Engineer who can ensure customer satisfaction by providing prompt and comprehensive resolution of highly technical issues.

The role requires a deep technical understanding of the Priceless Platform to provide accurate answers, enabling customers to effectively use Priceless.com.

As this role is the heartbeat of the organization, our Technical Support Engineers must have impeccable communication skills, the ability to think creatively on their feet, and articulate technical solutions efficiently to several stakeholders. As our product offerings continue to expand, it is also critical that we have team members who are curious by nature and have an innate love of learning new technical solutions.

This position will report to the manager in San Francisco, US.

Responsibilities:

• Take ownership of, investigate, and resolve complex technical issues with a focus on maximizing customer satisfaction.
• This includes analyzing large datasets using our tools and debugging websites.
• Conduct troubleshooting sessions with internal and external customers.
• Effectively manage, triage, and prioritize incoming tickets through our support portal and communicate updates back to stakeholders.
• Participate in internal initiatives within the support organization.
• Create runbooks and documentation.
• Monitor site stability metrics daily and provide reports as applicable.
• Be part of a monthly weekend
  - call rotation.

Your background and experience:

• Strong experience as a technical support engineer supporting websites.
• Experience with debugging websites on mobile and desktop.
• Excellent English communication skills; additional languages are a plus.
• Understanding of
  - end technologies such as HTML/CSS/PHP/Java
  Script, and ability to read and comprehend code.
• Familiarity with relational databases and SQL queries.
• Experience troubleshooting REST API,
  - end, and
  - end web technologies.
• A genuine desire to help customers and ensure satisfaction, with patience, empathy, and professionalism.
• Excellent
  - solving and analytical skills with attention to detail.
• Proven Cloud/AWS engineering experience.
• Strong communication and organizational skills.
• Knowledge of test automation tools (e. g. , Playwright, Selenium, Appium, etc. ) is beneficial.
• Knowledge of SDLC and agile methodologies.

Bonus:

• Understanding of software testing methodologies.
• Experience with CI/CD pipelines, version control systems, and build tools.
• Self-motivated and independent work capability.
• Previous developer or QE experience is a plus.

Education:

Bachelor’s or Master’s Degree in Computer Science or equivalent.

Who is Mastercard?

Mastercard is a global technology company in the payments industry, committed to connecting and powering an inclusive, digital economy. Our mission is to make transactions safe, simple, smart, and accessible worldwide, fostering a sustainable world that unlocks priceless possibilities for all.