Software Support Engineer II (coding experience required)

Our Purpose

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.

Title and Summary

Software Support Engineer II (coding experience required)

Software Support Engineer (Dublin)

Overview of Role

The Technology Foundations program within Mastercard's Data & Services organization aims to provide common, high-performance, and easy-to-use infrastructure solutions for cross-cutting concerns. We work closely with market-facing product engineering teams to help them develop, secure, test and deploy their solutions.

We are looking for a Software Support Engineer (SSE) dedicated to enhancing the operations of our infrastructure. Their mission is to develop solutions to improve the stability, reliability and security of our systems and core infrastructures.

As an SSE, you will play a critical role in coding, building and enhancing tools, automating technical support requests to minimize downtime and engage with customers proactively to ensure successful resolution of customer issues. This will include partnering with our development teams in managing the health of our systems.

Our SSEs work in small and agile teams where every member contributes to designing, building, and testing features to adapt to the needs of our stakeholders. You should be passionate about supporting our development teams and ensuring we provide a world-class experience to stakeholders.

 

Responsibilities:

- Design and automate workflows and ensure the efficiency, stability and reliability of tooling.

- Engage with customers to unblock them and resolve their issues effectively while also improving and automating common problems.

- Brainstorm, plan and implement improvements to on-call support by leading refinements to the customer support process with customers.

- Responsible for overall quality of support and ensuring support issues are meeting customer SLAs.

- Act as the primary on-call person, responding to support requests and incidents related to CI/CD and runtime infrastructure, while improving the monitoring and response processes.

- Provide technical support to market-facing teams and help teams take advantage of infrastructure to make their apps more stable.

- Provide technical guidance and support to market-facing teams exploring new technologies within our ecosystem.

- Perform regular maintenance tasks, including system reboots, updates, and configuration changes.

- Address security vulnerabilities and collaborate closely with development teams to design and implement fixes when necessary.

- Design and automate the installation of newer versions of third-party software to allow developers to use the newest features while minimizing Technology Foundations responsibilities.

- Closely partner with market-facing teams to implement infrastructure enhancements critical to the success of products.

- Designed and implemented a SQL stored procedure to automate application configuration to enable seamless technology upgrades.

- Work with Technology Foundations leaders to rethink how customers can most easily request support.

- Resolve dozens of high-impact support requests to ensure the stability and continued functionality of our infrastructure.

- Automated the response and mitigation to common alerts to reduce the burden of on-call responsibilities.

 

All about YOU:

- Hands-on coding experience using scripting languages such as (e.g. Python, Shell, PowerShell) for automation and maintenance tasks is a MUST.

- Experience in building CI/CD pipelines using automation tools (e.g. Jenkins), performing Day-2 operations tasks including using observability and alerting tooling as well as in Security tools (e.g. Fortify, XRay).

- Experience in designing and being a part of incident response and support processes.

- Ability to handle complex on-call duties and engage effectively with customers on Slack/Jira.

- Exceptional problem-solving skills with a great attention to detail.

- Excellent communication skills, both verbal and written, with the ability to collaborate seamlessly with cross-functional teams.

- Bachelor’s degree in computer engineering or related field is a plus, but not a requirement.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

• Abide by Mastercard’s security policies and practices;

• Ensure the confidentiality and integrity of the information being accessed;

• Report any suspected information security violation or breach, and

• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.