Software Support Engineer II

The Technology Foundations program is looking for a Software Support Engineer II dedicated to enhancing the operations of our infrastructure. Their mission is to develop solutions to improve the stability, reliability and security of our systems. SSEs build and enhance tooling to minimize downtime, swiftly resolve customer problems and engage proactively to resolve customer-reported issues, while also tackling and automating technical support requests, managing the health of our systems and engaging with development teams. SSEs are a critical part of the Tech Foundations program to ensure the infrastructure we support is stable and highly available. SSEs are passionate about supporting our development teams and ensuring we provide a first-class experience to stakeholders.

Engineers work in small, flexible teams. Every team member contributes to designing, building, and testing features. There are no rigid organizational structures, and each team uses processes that work the best for that team members and projects.

Position Responsibilities:

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.
Implement improvements to on-call support by refining the customer support process with customers.
Act as the primary on-call person, responding to support requests and incidents related to CI/CD and runtime infrastructure.

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 implement fixes when necessary.

Ideal Candidate Qualifications:

1 year of experience with CI/CD pipelines using automation tooling (e.g. Jenkins) and various security tools (e.g. Fortify, XRay).
1 year of experience with Day-2 operations, including using observability and alerting tooling
Strong scripting skills (e.g. Python, Shell) for automation and maintenance tasks.
Ability to handle on-call duties and engage effectively with customers on Slack/Jira.
Strong problem-solving skills and attention to detail.
Excellent communication skills, both verbal and written, and 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.
Had you been with us last month, what would you have worked on?

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.
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.
What is Data & Services?

The Data & Services Team (D&S) is a key differentiator for Mastercard, providing the cutting-edge services that help our customers grow. Focused on thinking big and scaling fast around the globe, this team is responsible for end-to-end solutions for a diverse global customer base. We combine traditional management consulting with our rich data assets and in-house technology to provide our clients with powerful insights and tools to drive fact-based decision making. Centered on data-driven technologies and innovation, our services include consulting, loyalty and marketing programs, test-and-learn business experimentation, and data-driven information and risk management. While specializing in the payments industry, Mastercard Data & Services also works closely with major retailers, airlines, and other enterprises, leveraging data and insights garnered from within and beyond its network.

We are looking for passionate and talented technologists, who share our vision for empowering our customers to make better fact-based decisions, to join us and shape the growth of our team.

Who is Mastercard?

Mastercard is the global technology company behind the world's fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, and a technology innovation lab. We ensure every employee has the opportunity to be a part of something bigger and to change lives. We believe as our company grows, so should you.

Mastercard is an equal opportunity employer that values diversity and inclusion. Applicants will be considered and treated without regard to gender, gender identity, race, color, ethnicity, national origin, religion, sexual orientation, veteran or disabled status, or any other characteristic protected by applicable law.

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.