Operations Support Engineer


<div class="content-intro"><p>Boku Inc. (BOKU.L) is the leading global provider of local mobile-first payments solutions. Global brands including Apple, Amazon, DAZN, Meta, Google, Microsoft, Netflix, Sony, Spotify, and Tencent rely on Boku to reach millions of new paying consumers who do not use credit cards with our purpose-built payment network of more than 250 local payment methods that reach 7 billion accounts across 65 countries. Every year, Boku processes over $9 billion in value for our customers. Incorporated in 2008, Boku is headquartered in London and San Francisco and has employees in over 39 countries around the world, including Brazil, China, Estonia, Germany, Ireland, Japan, Singapore, and the UAE. Boku is a truly global company that takes pride in its diversity and thriving equal opportunity workplace.</p></div><p class="p1"><strong>ABOUT US</strong></p><p class="p1">We are a global company providing payment services to our partners, merchant app stores, and their end-user customers. Our Production Support Operations team plays a vital role in ensuring seamless operations and outstanding customer experiences. As a Support Analyst, you will be part of our dedicated Production Support team, assisting customers, partners, and internal stakeholders in resolving inquiries and delivering exceptional support.</p><p class="p1"><strong>ROLE SUMMARY</strong></p><p class="p1">You will contribute to our best-in-class payment services by providing prompt and accurate technical and product support to customers, partners, and internal stakeholders. You are working with the subject-matter experts and work on documentation, solutions as well as process optimizations. By gathering the group information, you organize and summarize the holistic view and report technical challenges to the manager. Working alongside a team of support analysts, technicians, engineers, and support management, you will deliver excellent technical support, exceeding expectations, and meeting service-level agreements. With a strong focus on technical and analytical skills, you will ensure timely and effective resolution of requests.</p><p class="p1"> <strong>RESPONSIBILTIES</strong></p><p class="p2">• Provide technical support across email, chat, and service management channels.</p><p class="p2">• Prioritize and resolve requests within service level agreements, following standard procedure s</p><p class="p2">while offering creative solutions for complex cases.</p><p class="p2">• Support ongoing operations by handling assigned tasks and maintaining high-quality service</p><p class="p2">delivery.</p><p class="p2">• Exceed customer expectations through professional, courteous, and efficient interactions.</p><p class="p2">• Escalate advanced requests to higher-level teams when necessary.</p><p class="p2">• Contribute to knowledge bases and standard operating procedures, incorporating insights from</p><p class="p2">support case resolutions.</p><p class="p2">• Utilize analysis tools and databases to gather, analyze, troubleshoot, and resolve requests.</p><p class="p2">• Maintain a comprehensive understanding of our products, services, and client requirements.</p><p class="p1"><strong>QUALIFICATIONS</strong></p><p class="p2">• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent</p><p class="p2">work experience.</p><p class="p2">• Minimum of 5 years' proven experience in customer-facing support roles, such as customer</p><p class="p2">support, customer success, help desk, or technical support.</p><p class="p2">• Minimum of 5 years’ work experience working to support technical products and systems.</p><p class="p2">• Hands-on experience with Linux, Java, SQL, Git, and AWS.</p><p class="p2">• Solid foundational understanding and working knowledge of computer systems, internet</p><p class="p2">security, web applications, APIs, and mobile devices.</p><p class="p2">• Proficiency in scripting for task automation.</p><p class="p2">• Strong troubleshooting and diagnostic skills, employing critical thinking to propose effective</p><p class="p2">solutions.</p><p class="p2">• Ability to communicate complex technical concepts to non-technical and executive</p><p class="p2">stakeholders.</p><p class="p2">• Proficiency in statistical analysis to identify problems and trends.</p><p class="p2">• Knowledge of Java or Python and associated frameworks (Java is a plus) .</p><p class="p2">• Experience with REST, JSON, API architecture, web application development, and micro-services</p><p class="p2">architecture.</p><p class="p2">• Practical experience with SQL databases, including design, structure, optimization, and</p><p class="p2">troubleshooting.</p><p class="p2">• Familiarity with AWS and cloud computing platforms.</p><p class="p2">• Ability to analyze logs, error messages, and stack traces for troubleshooting.</p><p class="p2">• Excellent written and verbal communication skills.</p><p class="p2">• Proficiency in electronic payment processing and troubleshooting in ecommerce environments.</p><p class="p2">• Strong data analysis skills, including relational databases, data visualization, Excel analysis tools,</p><p class="p2">and statistical analysis.</p><p class="p2">• Critical thinking and problem-solving abilities.</p><p class="p2">• Customer-centric perspective and excellent communication skills.</p><p class="p2">• Ability to thrive under pressure and multitask in a fast-paced environment.</p><p class="p2">• Keen aptitude for learning and technical growth.</p><p class="p2">• Proactive, accountable, and collaborative team player.</p><p class="p2">• Flexibility in working hours as per business demand.</p><p class="p2">The ideal candidate for this role has a minimum of 5 years' experience in customer-facing support, with at least 3 year in the financial services industry. They bring 5 years' experience in technology-related service and support roles or similar account service roles. With a strong record of accomplishment in supporting technical and product operations, they possess excellent analytical and technical skills. Demonstrating proficiency in customer support and intermediate-to-advanced technical support, they excel in delivering exceptional service and resolving complex technical issues. If you meet these qualifications, we invite you to apply and join our team as we strive for excellence in providing top-notch support.</p>

Apply for this Job

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
By clicking “Accept All Cookies”, you agree to the storing of cookies on your device to enhance site navigation, analyze site usage, and assist in our marketing efforts. View our Privacy Notice for more information.