Strategic Operations Engineer
Boku
Mumbai
5d ago

Hours : Full Time; Salaried

Location : Mumbai, India

We are looking for a Strategic Operations Engineer to provide technical support for our enterprise clients around the globe.

The primary responsibility of this role is to provide white-glove technical and operational support to our strategic clients’ engineering, operations, and support teams.

This is a highly visible, external-facing role that works cross-functionally with program management, product management, engineering, and first-line technical support teams to deliver high-quality support.

The Strategic Operations Engineer will be a subject-matter expert in Boku’s products and services, perform testing and verification of integrations between client and Boku, troubleshoot, diagnose, and propose solutions to technical issues, and support first-line technical support teams to solve issues efficiently and quickly.

Responsibilities

  • Become a subject-matter expert in Boku’s payments products and solutions
  • Assist clients with their integration to Boku’s APIs and systems, including answering product questions, testing and validating integrations, and troubleshooting and solving issues
  • Assist clients in resolving any post-launch operational questions and issues
  • Use issue trackers and other tools to catalog, prioritize, and track support requests from inception to resolution
  • Take ownership over support issues, ensuring they are worked on quickly, are solved correctly, and are handled within expected timeframes
  • Assist level one support teams in resolving issues
  • Analyze available data to identify trends and emerging issues, then take ownership to see them through to resolution before becoming bigger problems
  • Create and maintain department documentation, including onboarding, integration, and troubleshooting procedures
  • Prepare accurate and timely reports
  • Handle multiple issues and projects simultaneously, as well as difficult situations, effectively and with composure while maintaining a positive attitude
  • Maintain professional, jovial relationships with clients
  • Anticipate client needs and deliver an above-and-beyond level of service to ensure your clients’ needs are met at all times
  • Qualifications and Skills Required

  • Bachelor's degree in Engineering, Computer Science or related technical field or equivalent industry experience
  • You have experience as a Technical Support Engineer, Technical Operations Engineer, Technical Account Manager, Customer Success Associate / Manager, or similar role
  • 5 years or more experience in this or similar roles
  • You have experience working on or with payments products and services or e-commerce systems
  • You have excellent oral and written communication skills including the ability to communicate effectively with both technical and non-technical audiences
  • You have hands-on experience with our current technology stack : Linux, Java, SQL, Git, AWS
  • You have practical experience with REST and JSON and have a good understanding of API architecture
  • You have a solid foundational understanding of computer systems, the internet, internet security, web applications, APIs, and mobile devices
  • You can write scripts and use various utilities to make quick work of laborious tasks, for example using shell, Linux utilities, regex, and Python
  • You can diagnose and troubleshoot technical issues, apply critical thinking, inductive and deductive reasoning, and propose options and solutions to resolve problems
  • You possess the ability to quickly understand and translate complex product and technical concepts to non-technical and executive audiences through your developed skill set of interfacing with external stakeholders
  • You can statistically analyze data to identify problems and trends
  • You can read and understand application logs
  • You have experience using issue / incident management software such as JIRA, Zendesk, Salesforce, or Service Now
  • You are independent and thrive in a self-motivated, fast-paced, often ambiguous, and rapidly changing environment
  • You have a strong bias for action and the ability to juggle multiple priorities
  • You can create a sense of urgency for day-to-day priorities requiring immediate attention
  • You can work efficiently with colleagues across time zones and different cross-functional teams
  • You have a service-oriented attitude and a high degree of customer service
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