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 systems.
· 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:
- Bachelor’s degree in Computer Science, IT Engineering, or related field.
- 5+ years of experience in VAS/IT/Payments industry within integration, operation, support, or service environments.
- Basic knowledge of service providers/operators’ business requirements.
- Strong understanding of relational databases and proficiency with SQL.
- Proficiency in scripting languages (e.g., Python) for developing in-house monitoring and alerting solutions.
- Experience designing and implementing monitoring alerts using NewRelic and custom-built scripts for proactive incident detection.
- Understanding of Web Services, including SOAP and REST APIs.
- Experience with data visualization tools such as Tableau and Grafana for monitoring dashboards.
- Knowledge of CI/CD pipelines.
- Experience with cloud computing services, such as Amazon Web Services (AWS).
- Strong problem-solving and analytical thinking skills.
- Excellent communication and presentation skills.
- Customer Relationship Management skills.
- Fluent in English.
- Familiarity with NoSQL/Data Lakes.
- Experience with asynchronous messaging systems (e.g., Kafka)
Education
BA degree in technology, computer sciences, or any related field.
Experience
+5 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.
Top Skills
What We Do
Mondia is a leading mobile commerce company, dedicated to connecting, digitalising and monetising consumers worldwide. Mondia provides access to over 700m consumers through more than 60 mobile operators across 30 countries. Mondia has deep insight into where the markets are headed and has the expertise to leverage best-in-breed technologies to solve business challenges while enabling the ultimate end-user experience.
Continuously driven by innovation, Mondia is driving entry into new sectors like health and creating disruptive products such as Monsooq.
With offices in 8 locations across Europe, the Middle East and Africa, Mondia is committed to digitalise the globe through its distinctive technology, strategic partnerships and extensive network and global coverage.
