Software Support Engineer II

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

Title and Summary

Software Support Engineer II

Position Overview:

The BMIPE 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 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.

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 runtime infrastructure and security systems.
• Provide technical support to market-facing and infra teams and help teams take advantage of infrastructure to make their apps and tools more stable.
• Provide technical guidance and support to market-facing and infra 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 code deployment tools (e.g. Jenkins), Infra provisioning tools (e.g. Terraform/Atlantis) and various security systems (e.g. Nessus, Hashicorp Vault).
• 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.

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.