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

Technical Support Engineer

Job Title: Senior Technical Support Engineer, Priceless Platform, Lisbon, Portugal

Overview
Come talk to us, if you are interested in working with internal and external customers to troubleshoot technical issues. If you enjoy working in a high-growth, fast-paced startup like organization within Mastercard, we want to talk to you.
The Priceless Platform was created by a Silicon Valley startup that Mastercard acquired. We are experiencing significant growth, and we are looking for a seasoned Technical Support Engineer in Europe, with experience in troubleshooting technical issues.
An e-commerce like workflow platform, Priceless Platform is Mastercard’s premium B2B2C platform. It delivers experiences and benefits to banks and partners globally, for their customers. Even after becoming part of Mastercard, we continue to run at high velocity, and drive impact. Our portfolio is expanding significantly, and we need to flawlessly execute to grow the business, while also designing and building for scale.

Role
We are looking for a Technical Support Engineer who can ensure customer satisfaction by providing prompt and comprehensive resolution of highly technical issues.
The role requires a deep technical understanding of the Priceless Platform to provide accurate answers, enabling customers to effectively use Priceless.com.
As this role is the heartbeat of the organization, our Technical Support Engineers must have impeccable communication skills, the ability to think creatively on their feet, and articulate technical solutions efficiently to several stakeholders. As our product offerings continue to expand, it is also critical that we have team members who are curious by nature and an innate love of learning new technical solutions.

Responsibilities
•\tTake ownership of, investigate and resolve complex technical issues with a focus on maximizing customer satisfaction.
•\tThis includes analyzing large datasets using our tools and debugging websites.
•\tConduct troubleshooting sessions with internal and external customers.
•\tEffectively manage, triage and prioritize incoming tickets through our chat and support portal.
•\tActively participate in internal initiatives within the support organization.
•\tCreating runbooks, documentation
•\tMonitoring site stability metrics daily and providing reports as applicable
•\tBe a part of a monthly weekend on-call rotation
Your background and experience
•\tYou have been working as a technical support engineer for 5+ years, supporting websites
•\tExperience with debugging websites on mobile and desktop.
•\tExcellent verbal and written communication skills in English, any other languages considered as an advantage
•\tAbility to understand front-end technologies such as HTML/CSS/PHP/JavaScript. Experience in reading and comprehending code is essential for this role.
•\tFamiliarity with relational databases and ability to write SQL queries for data validation.
•\tTroubleshooting and problem-solving experience with REST API, front-end and back-end web technologies
•\tA genuine desire to help customers and ensure their satisfaction with our products and services. Patience, empathy, and professionalism are key traits for success in this role.
•\tExcellent problem-solving and analytical skills with keen attention to detail.
•\tProven and enthusiastic Cloud/AWS Engineering technical experience
•\tEffective communication skills, both verbal and written, with strong relationship, collaborative, and organization skills.
•\tProficiency in test automation tools and frameworks would be beneficial for the role (e.g. Playwright, Selenium WebDriver, Appium, TestNG, Junit, Cucumber etc.)
•\tKnowledge of software development lifecycle (SDLC) and agile methodologies.

Bonus:
•\tSolid understanding of software testing methodologies, principles, and best practices.
•\tExperience with continuous integration and delivery (CI/CD) pipelines, version control systems (e.g., Git) and build tools (e.g., Jenkins, BitBucket).
•\tSelf-motivated and able to work independently as well as in a team environment.
•\tPrevious developer or QE experience is a plus
Education:
Bachelor or Master’s Degree in Computer Science or equivalent

Who is Mastercard?
Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that helps everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships, and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.

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.