Senior Support Engineer at Mama Money

SENIOR SUPPORT ENGINEER

• We are looking for a Senior Support Engineer, who loves analysing, diagnosing and fixing issues, to join our family at Mama Money. This role will be based in Cape Town, South Africa.

WHAT YOU WILL BE DOING

As the Senior Support Engineer, you will be an integral part of a new and growing team within the company. You will handle daily 2nd and 3rd level support, both internally and externally, according to the company’s processes and procedures. Your role will be varied and cover the general system and infrastructure support as well as UAT testing.

From a support perspective, you will be responsible for creating, updating and resolving support cases via ticketing software, and conducting troubleshooting on Mama Money products and infrastructure. Applying your analytical skills and technical knowledge will enable you to solve software problems of moderate and high complexity and you will need to utilize moderate to complex lab setups to recreate and solve problems. You will also be expected to apply configuration and code fixes and provide technology/issue resolution materials as required, as well as escalating and managing the feedback loop with 3rd line support calls. By assisting in the analysis of underlying causes of issues you will be able to use this information as predictive indicators in order to prevent common issues.

With regards to the IT Infrastructure, you will assist in maintaining the networks, VPN’s, Firewalls, and Load Balancers and maintain environments that require 99.9% uptime. You will manage and support databases (MariaDB) and Linux-based operating systems (Ubuntu).

The UAT testing aspect of this role would require you to set up and implement test scenarios for internal and external testing of new developments. You will also be responsible for taking any new feature, technical fix or upgrade from UAT to production - this will include internal and external features, fixes and upgrades. You will also assist with the implementation and support for third parties that are integrating into any parts of the core platform.

WHAT SKILLS AND EXPERIENCE YOU SHOULD HAVE

• In-depth understanding and experience supporting Linux, MySQL or MariaDB
• In-depth understanding and applied experience troubleshooting network related issues
• Financial systems integration experience
• Systems support experience is a great plus
• Advanced knowledge on performance tuning relational databases is a great plus
• Ability to develop good working relationships with suppliers, clients and co-workers
• Ability to follow processes and systems
• Ability to work well independently and within a team

We are fortunate to receive a high volume of applications for our open roles. If you are awaiting feedback and have not received an update after two weeks, please feel free to request feedback.

We are fortunate to receive a high volume of applications for our open roles. If you are awaiting feedback and have not received an update after two weeks, please feel free to request feedback.