Senior Support Engineer

Mondia Group

Senior Support Engineer focused on technical expertise in incident response for Mondia Group's services. Enhancing system reliability through collaboration and effective issue resolution in a global environment.

Posted 4/14/2026full-timeCairo • 🇪🇬 EgyptSeniorWebsite

Tech Stack

Tools & technologies

AWSCloudGrafanaKafkaNoSQLPythonSOAPSQLTableau

About the role

Key responsibilities & impact

Support the technical integration of international payment service providers, billing aggregators, digital merchants, and Mobile App stores for Payment projects, ensuring seamless operations.
Contribute to the integration between merchants, mobile operators, and Mondia's internal platforms, enhancing performance and efficiency through technical expertise.
Support the operations and maintenance of VAS/Digital Systems/Payments using advanced tools, participating in shift coverage outside normal working hours as needed.
Serve as a key resource for resolving complex technical issues, leveraging tools like NewRelic and Grafana to ensure timely and effective incident resolution.
Document processes, contribute to knowledge sharing, and support training for internal and external teams on VAS, billing platforms, and related systems.
Monitor platform KPIs, identifying performance issues and contributing to optimizations for high-quality service delivery.
Collaborate with cross-functional teams to troubleshoot, configure services, perform automated testing, and support migration activities, ensuring service continuity during outages, including after-hours and holiday coverage.
Participate in integrations, migrations, and acceptance tests for operator and merchant systems, maintaining high-quality standards.
Contribute to continuous improvements in service delivery, particularly for system upgrades, new service launches, or major incidents.

Requirements

What you’ll need

Bachelor’s degree in Computer Science, IT Engineering, or related field.
5+ years of experience in VAS/IT/Payments industry within integration, operation, support, or service environments.
Basic knowledge of service providers/operators’ business requirements.
Strong understanding of relational databases and proficiency with SQL.
Proficiency in scripting languages (e.g., Python) for developing in-house monitoring and alerting solutions.
Experience designing and implementing monitoring alerts using NewRelic and custom-built scripts for proactive incident detection.
Understanding of Web Services, including SOAP and REST APIs.
Experience with data visualization tools such as Tableau and Grafana for monitoring dashboards.
Knowledge of CI/CD pipelines.
Experience with cloud computing services, such as Amazon Web Services (AWS).
Strong problem-solving and analytical thinking skills.
Excellent communication and presentation skills.
Customer Relationship Management skills.
Fluent in English.
Familiarity with NoSQL/Data Lakes.
Experience with asynchronous messaging systems (e.g., Kafka)

Benefits

Comp & perks

You will be a part of a dynamic and international company with a flat organizational structure, where every voice is heard and your contributions truly make a difference.
The company will contribute up to EUR 25 per month towards staff perks
Benefit from our performance-based bonus scheme, in line with company policy.
EUR equivalent salaries paid in EGP.

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Hard Skills & Tools

SQLPythonWeb ServicesSOAPREST APIsCI/CDAWSNoSQLData LakesKafka

Soft Skills

problem-solvinganalytical thinkingcommunicationpresentationcustomer relationship management