Support Engineer
Luno
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
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 1 week out 4 out of hours production standby and share a 3 week in hours 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.
As a Support Engineer at Luno, you will be responsible for the day to day Service Management activities across the business reporting to the Service Manager, Mark Beard, in the Support Engineering Team.
The Support Engineering team sits as the go-between Technology and the rest of the business, excellent organisation and communication skills are essential to be able to “translate” complex issues between stakeholders across different levels right up to Leadership/Director level.
- Manage Major Incidents through to resolution in partnership with the Incident Commander
- 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 participates in OKR planning and execution.
- 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 and naturally organised
- Comfortable communicating to various levels of stakeholders across the business
- Multi-tasking extraordinaire
- Strong analytical 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
- Basic knowledge of Cloud monitoring tools is preferable but not essential - we live in Grafana, Kibana and Firebase
- Knowledge of IT Service Management processes both ITIL and Agile preferable
- Good knowledge around Crypto and Luno products is preferable
- Confident in managing 3rd party relationships
- A passion for customer experience excellence in our services and products
Life at Luno:
- Forward-thinking and ambitious team that values diversity, hard work, and the continuous quest for excellence.
- Remote but reachable work policy gives you the freedom to choose between working from home or the office.
- Improve body and mind, with excellent private medical insurance.
- Access to Learnerbly and Code Academy
- Generous maternity / paternity and even paw-ternity for your furry friend.
- Annual Inspiration Day.
- A collaborative, friendly work community, with regular social events.
- Free lunch and snacks.
- Free access to Headspace – a full library of guided meditations, sleep stories, and music.
- 0 fees 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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