Senior Customer Technical Services Analyst

Our Purpose

We work to connect and power an inclusive, digital economy that benefits 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. We cultivate a culture of inclusion (https://www.mastercard.us/en-us/vision/who-we-are/diversity-inclusion.html) for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.

Title and Summary

Senior Customer Technical Services Analyst

Our Purpose

We work to connect and power an inclusive, digital economy that benefits 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. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.

Title and Summary

Technical Support Engineer

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 benefits 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.

SessionM by Mastercard is embarking on the next phase of our Global Support team’s growth with the goal of becoming an exemplary provider of best-in-class customer support. As a result, we’re looking to bring on several Technical Support Engineers, focused on supporting our NAM customers, who embody our commitment to excellence.

This role will focus on delivering an exceptional customer experience by providing prompt, comprehensive resolution on highly technical issues. Support Engineers will master a solid understanding of the SessionM platform and troubleshooting tools, enabling them to effectively investigate and communicate resolution to customers within designated SLAs; meticulously managing critical incidents as needed. To be successful, this role must consistently demonstrate exceptional communication on complex subjects to mixed audiences, possess the ability to think creatively and critically, prioritize effectively, and remain agile. Individuals who thrive on learning new things and tackling challenges with enthusiasm will find this role offers an exciting and fulfilling opportunity to contribute to our team’s growth.

Role Overview:

Own and manage inbound tickets within our Support queues, providing resolution on complex issues while delivering high customer satisfaction

Conduct screen share sessions as needed to drive toward more efficient resolution

Effectively multitask and prioritize new and ongoing tickets to ensure timely resolution within SLAs, driving down time-to-resolution

Take ownership of monitoring/alerting tasks to increase our ability to proactively notify and resolve issues for our customers

Contribute to and eventually drive internal Support initiatives and growth

Meet all Support KPIs month-over-month

Serve as a SessionM expert to our customers as you guide them through complex issues and occasional critical incidents with high impact and urgency

Key Skills:

3 years of experience in frontline Technical Support in highly complex B2B SaaS environments

Excellent verbal and written English communication—able to accurately interpret complex inquiries and distill information into digestible customer-facing responses

Ability to Support in English and Spanish is a plus!

Strong ability to prioritize and utilize critical thinking

Hands-on experience troubleshooting/investigating AWS, APIs, reading and analyzing logs, monitoring/alerting, incident management, and reporting

Approaches complex tickets with curiosity, investigating across multiple features/functions of the platform using available tools to “connect the dots” independently

Effectively sets expectations in tickets, managing pushback when needed

Skillfully navigates and manages critical incidents with exceptional care, acting as a liaison between our customers and engineering

Comfortable participating in compensated on-call rotations for critical incident coverage

Expertise in utilizing and writing custom queries in SQL

Experience with some or all of the following (or comparable alternatives);

•Signalfx/Datadog (understands error detection and investigation)

•Athena

•Cloudwatch, S3, RDS

•DynamoDB, SQL

•Jenkins/Gitlab

•Postman

•Cyberduck/Filezilla

•Jira (strong experience)

•Salesforce Service Cloud or Zendesk

•Teams/Slack

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.

Mastercard is an inclusive equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonableaccommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

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.

In line with Mastercard’s total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary based on location, experience and other qualifications for the role and may be eligible for an annual bonus or commissions depending on the role. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance), flexible spending account and health savings account, paid leaves (including 16 weeks new parent leave, up to 20 paid days bereavement leave), 10 annual paid sick days, 10 or more annual paid vacation days based on level, 5 personal days, 10 annual paid U.S. observed holidays, 401k with a best-in-class company match, deferred compensation for eligible roles, fitness reimbursement or on-site fitness facilities, eligibility for tuition reimbursement, gender-inclusive benefits and many more.

Pay Ranges

Atlanta, Georgia: $75,000 – $120,000 USD