About us:

Luno is the crypto investment app you can rely on, enabling you to buy, store and explore crypto securely. We’re committed to putting the power of cryptocurrency in everyone's hands sensibly and responsibly.

Since 2013, we’ve helped millions of people around the world invest safely in crypto. We do this by cutting through the hype and supporting customers at every step of the way. All products and cryptocurrencies on our platform must first meet stringent legal, risk and technical security standards.

Transparency is key for us. Luno stores all crypto on a 1:1 basis and we have rigorous processes in place so you can be confident your investment is secure. We’re available in more than 40 countries around the world and we work closely with respective regulators in all of these markets to be fully compliant, as we believe this is the best way to help everyone, everywhere, invest safely.

About the team:

The Support Engineering team handle service affecting major Incidents and Issues across Luno and provides updates to key stakeholders as well as our customers when things aren’t going as planned. You’ll work in fast-paced rotations of 2 weeks - between Production and Service rotation. During recovery weeks you’ll get to spend some time working on projects to continually drive service excellence and interact closely with Fleets & Leadership, to make sure that continual service improvement is being adopted.

The role in a nutshell:

As a Senior Support Engineer at Luno, you will be responsible for the day to day Service Management activities across the business in the Support Engineering Team. You will work closely with the Staff Support Engineer to be the go to point for any issues, blockers or escalations within the team and business to ensure the smooth and consistent running of our activities and processes and drive continual service improvement.

The Support Engineering team sits as the go-between Technology and the rest of the business. We deal with complex issues and incidents from all areas of Luno including - Engineering, Security, Compliance and Legal. Excellent organisation and communication skills are a must to be able to often juggle multiple demanding work streams and be able to “translate” complex issues between stakeholders across different levels right up to Leadership/Director level.

Your mission will be:

• Manage Major Incidents through to resolution in partnership with the Incident Commander
• Communicate efficiently and effectively during Major Incidents to keep our internal stakeholders and customers up to date.
• Own post-mortem activities following Major Incidents to identify root cause and any further mitigating actions that need to be addressed.
• Triage of service bugs and issues raised by all areas of Luno to ensure POD’s resolve them quickly and efficiently.
• Actively participate and drive OKR planning and execution.
• Support the Staff Support Engineer in the day to day running of the team and act as the go to point for the team for escalations and blockers.
• Work with the Service Manager to bring to light any issues or concerns within the team and assist in their resolution.
• Participate in data trend analysis to identify opportunities for continual service improvement.
• Liaising with all areas of the business from Technology to customer facing teams to ensure service excellence.
• Oversee Launch Plans for new service enhancements to ensure stability once deployed to the production environment.
• Be involved in 3rd party relationships to hold them to account for service disruptions and service improvement strategy.
• Create and manage project work to make sure that Luno continuously reviews and implements service improvements.

A little about you:

• Be that one person in the room, virtual or in-person, who’s calm and collected during an incident or high pressure scenarios
• Excellent attention to detail, naturally organised and excellent problem solving skills

• Comfortable communicating to various levels of stakeholders across the business
• Multi-tasking extraordinaire
• Strong analytical and reporting skills and a proven track record of troubleshooting complex issues, knowing enough to be able to “translate” the problem and resolution to different teams and knowledge levels
• Be available 24/7 during your Production standby week, this happens once every 4-5 weeks. After hours compensation is available for Production standby time
• Knowledge of Cloud monitoring tools is preferable but not essential - we live in Grafana, Kibana and Firebase
• Previous experience working within an IT Service Management role both ITIL and Agile preferably with good knowledge of its processes (Major Incident Management & Problem Management)
• Good knowledge and experience within Crypto, Luno products or the financial industry is preferable
• Confident in managing 3rd party relationships
• A passion for customer experience excellence in our services and products

Don’t be put off if you don’t tick all of the boxes – they’re a guide based on what we’d love to see but we appreciate that excellent candidates have diverse backgrounds. We value attitude above aptitude. With the right mindset, you can empower yourself.

Life at Luno:

• Remote but reachable work policy gives you the freedom to choose between working from home or the office.
• Plus the option to buy and sell up to 5 days leave
• Improve body and mind, with excellent private medical insurance
• Access to Learnably and our additional learning platforms for your personal and professional development
• 6 months primary care-giver leave
• Paw-ternity leave for your furry friend
• Annual Inspiration Day in addition to your annual leave which increases based on your length of service!
• A collaborative, friendly work community, with regular social events and virtual cooking, dancing, drawing and house planting classes hosted by our Lunauts
• Free lunch and snacks
• 0 fees up to a certain amount with Luno from the day you start.*

*Offer only available on Luno Instant Buy, not Luno Exchange

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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