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Senior Customer Support Engineer

Mastercard

Mastercard

Customer Service
Lisbon, Portugal
Posted on Wednesday, June 5, 2024

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

Senior Customer Support Engineer

Overview
The Open API team is responsible for developing and managing innovative API-based products that open up Mastercard’s card network data and adhere to Mastercard’s Data & Tech Responsibility Principles. Hosted on the Mastercard Developers portal, these API services enable new use cases and solutions that create value for our cardholders and business partners.
The Open API team is looking for a Senior Support Engineer, Open API responsible for working closely with the customer on technical solutioning & support, planning & execution of implementations, and ensure timely completion of project deadlines and milestones for Transaction Notifications API and Bin Lookup API.
The ideal candidate is passionate about the customer solutions and support, highly motivated, intellectually curious, analytical, drives collaboration across multiple teams.

Role
As a Senior Support Engineer, Open API, you will:
• Act as primary point of contact throughout customer lifecycle.
• Collaborate cross-functionally within Mastercard e.g. Business Owners, Development Teams etc to provide outstanding client support. Advocate for the needs of clients to Open API leaders.
• Drive adoption of the Open API Platform, measured through platform usage and other KPIs.
• Onboard new customers, offer technical solutioning to customers.
• Achieve customer goals by providing proactive best practices, strategies and use cases.
• Possess a comprehensive understanding of Open API products and services.
• Possess strong presentation, verbal, and written communication skills.
• Build and maintain strong relationships with multiple contacts within the assigned customer base.
• Project manage client initiatives – both internally and externally
• Be the client advocate - managing the overall health of the client relationship by working across internal departments to ensure that client expectations and requirements are understood, and deliverables are met.

All About You
The ideal candidate for this position offers:
• Proven track record of delivering technical support and solutions. Hitting renewal targets, driving incremental value, and retaining long-term client contracts.
• Proficiency in the marketing technology ecosystem (specifically customer data, customer engagement, and CRM).
• Ability to thrive in a fast-paced environment, handle a diverse workload, and meet aggressive deadlines.
• Must be confident and possess strong communication, listening, and interpersonal skills, with an ability to manage complex senior-level relationships and negotiations.
• Comfortable working with tech/product, data analysts and providing actionable insights and recommendations.
• Strong cross functional team player who is comfortable talking to topics related to data, strategy, CRM, customer care, and operations.
• Experience with end user facing marketing programs, like loyalty or customer engagement.
• Strong communication and stakeholder management skills involving Business Owners, Development Teams etc. Ability to guide teams.
• Coordination and organization skills and the ability to work with multiple stakeholders and vendors across locations to ensure success of the project.
• Ability to abide by Mastercard’s security policies and practices.

Corporate Security Responsibility
Every person working for, or on behalf of, Mastercard is responsible for information security. All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and therefore, it is expected that the successful candidate for this position 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.

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.