What are the responsibilities and job description for the Support Technician - Tier 2 position at Boku?
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 300 local payment methods across 70 countries. Every year, Boku processes over $10 billion in value for our customers. Incorporated in 2008, Boku is headquartered in London and San Francisco and has employees in over 39 countries around the world, including Brazil, China, Estonia, Germany, Ireland, Japan, Singapore, and the UAE. Boku is a truly global company that takes pride in its diversity and thriving equal opportunity workplace.
Location : California, Colorado, Alabama, Virginia
Department : Support Operations
Role Purpose :
The Tier 2 Support Technician plays a key role in ensuring the stability and reliability of the company's payment gateway and payment marketing products. Sitting within the Production Support Team, this role focuses on resolving complex technical issues that go beyond the capabilities of Tier 1 support while maintaining high service levels and efficiency.
This position requires strong analytical, troubleshooting, and technical problem-solving skills, particularly in web applications, APIs, and cloud-based infrastructures. The Technical Support Specialist is expected to interpret system logs, analyze databases, and troubleshoot API-related issues, ensuring seamless operation and minimal disruption to clients and partners.
You will need to be based in the following states, to be considered for this role : California, Colorado, Alabama, Virginia.
Key Responsibilities :
- Provide technical support for complex issues, including troubleshooting payment transactions, system integrations, and API behaviors.
- Use MySQL and other databases to query and analyze system data, identifying inconsistencies and root causes of technical failures.
- Investigate logs, error messages, and system stack traces to diagnose and resolve software-related issues.
- Handle Tier 1 escalations, ensuring proper documentation and resolution before involving Tier 3 or Engineering.
- Support and enhance internal monitoring tools and processes, helping detect issues proactively before they impact operations.
- Work closely with Engineering, QA, and Product teams to test, validate, and implement fixes for recurring system issues.
- Maintain and improve technical documentation, troubleshooting guides, and knowledge bases to enhance internal efficiency.
- Identify emerging trends in technical issues and work with management to implement preventive measures.
- Assist in the training and upskilling of Tier 1 support staff, enhancing their ability to resolve common technical issues.
- Ensure all issues are handled within SLA timelines, prioritizing based on impact and urgency.
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