Lead Application Support Engineer

Boku Inc. (BOKU.L) is the leading global provider of local mobile-first payments solutions. Global brands including 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.

The Lead Application Support Engineer plays a pivotal role within Boku's Network Operations Center, ensuring the seamless operation of our network of mobile operator suppliers and vendor partners. This position involves overseeing the team's daily activities, validating work, and ensuring that transaction flows and business processes meet expected service levels. The Team Lead provides essential guidance and support to team members, driving operational excellence and fostering a collaborative environment.

Key responsibilities include:

• Overseeing team in acknowledging and investigating alerts from monitoring systems
• Guiding the team in evaluating, prioritizing, and resolving issues efficiently
• Ensuring accurate incident tracking and documentation
• Acting as the point of contact for escalated issues
• Managing incidents according to standard practices
• Identifying recurring issues and trends
• Collaborating with technical teams on root cause analyses
• Creating and maintaining technical documentation
• Generating detailed reports on KPI performance

The ideal candidate should have:

• 5-7 years of experience in application support or a related technical role
• Strong understanding of HTTP, REST, SOAP APIs, SSL protocols, and Virtual VPN
• Experience with databases, log analysis tools, and service-oriented architectures
• Proficiency in Unix/Linux command-line systems and basic scripting
• Experience with ticketing systems like JIRA, Rally, or ServiceNow
• Ability to work in a 24/7 environment with rotational shifts

Boku offers competitive benefits including stock equity, extra vacation days, home office equipment budget, and opportunities for personal development in an international team.