Strategic Operations Engineer (remote)


Boku Inc


Posted Under: Portland, Oregon jobs in Engineering; Engineering jobs in zipcode 97239
Posted On: 2021-02-23

Boku was born out of a desire to create a frictionless payment system allowing a mobile phone number to be used as a safe and secure payment instrument. In 2009, we partnered with mobile operators around the world to enable their subscribers to purchase virtual goods simply using their mobile number. Today we are the largest independent carrier billing company in the world. Our platform is already used in all the leading digital marketplaces including Google Play Store, Sony PlayStation Store, Microsoft Windows Store, Facebook App Center, and Spotify.
We are looking for a Strategic Operations Engineer to provide technical support for our enterprise clients based out of the United States and Europe.
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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