Support Engineer
Job Purpose
The Support Engineer will play a key role within the Business Operations Organization at Mondia, contributing to the stability and performance of Mondia Group's global customer services. The role emphasizes hands-on technical skills in incident response, closely aligning with your core priorities of prior end-to-end incident handling experience (intake/detection → escalation/communication with troubleshooting teams → stakeholder updates → closure).
The 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
- Hands-on incident response → Keeps the end-to-end ownership you value (intake → classification → dispatch/escalation → updates → closure), but frames it as frontline execution rather than deep root-cause fixes.
- Monitoring KPIs → Simplified to "help monitor" and track basics (not owning/analysing complex dashboards or driving improvements, which is more L2).
- Supporting automation/classification/dispatching → Changed from "supporting the automation" (which could imply building it) to assisting with/using existing automation and processes — common in L1 roles in NOC/monitoring-heavy environments, where L1 applies rules, triages alerts, and feeds into automated dispatching.
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.
- Bachelor’s degree in Computer Science, Engineering, or related field.
- 2+ years of experience in VAS/IT/Payments industry within integration, operation, support, or service environments.
- Ticketing & ITSM Tool Proficiency — Use ticketing systems (Jira, ServiceNow, Zendesk, etc.) to create, update, escalate, and close tickets accurately and promptly.
- Incident Management & Troubleshooting Basics — Quickly intake, detect, log, prioritize, classify, and perform initial troubleshooting of incidents/alarms, then escalate with clear details and track to closure.
- Monitoring & Alerting Tools — Monitor dashboards and alerting tools to detect, acknowledge, and respond to real-time alarms/incidents.
- KPI & Reporting Awareness — Track and log support metrics (response time, SLA compliance, ticket volume, escalation rate) in tools to support KPI monitoring and process discipline.
- Very Good Command of English — Demonstrate fluent written and spoken English (professional/C1 level or higher) for clear incident documentation, stakeholder updates, team escalations, and international communication.
- High Availability for On-Duty Responsibilities — Commit to very high availability, including shift work, on-call rotations, and rapid response outside standard hours to ensure 24/7 incident coverage and minimal downtime.
- Familiarity with ITIL incident/problem management basics.
Education
BA degree in technology, computer sciences, or any related field.
Benefits
- Hybrid Office - 13 WFH days per quarter
- Company bonus
- Private Health Insurance
- Ticket Restaurant
- Flat hierarchies and short decision-making paths
- Cooperation in a highly motivated, young, international team spread across 3 continents
- An attractive location in a creative and modern office