Technical Support Engineer at Boku

📍 Job Overview

Job Title: Technical Support Engineer
Company: Boku Inc.
Location: Estonia
Job Type: Full-Time
Category: DevOps & Infrastructure
Date Posted: 2025-07-15
Experience Level: Mid-Senior level (5-10 years)
Remote Status: Remote OK

🚀 Role Summary

Key Responsibilities: Troubleshoot complex technical issues, optimize API performance, collaborate with cross-functional teams, and drive continuous service improvements.
Key Skills: Web applications, APIs, cloud computing, system architectures, databases, scripting, and incident management.
📝 Enhancement Note: This role requires a strong technical background in web applications, APIs, and cloud computing, with a focus on troubleshooting and problem-solving.

💻 Primary Responsibilities

🔍 Investigate and Resolve Complex Issues: Analyze logs, error messages, and stack traces to identify root causes and propose effective solutions for high-impact technical problems.
📈 Optimize API Performance: Monitor API performance, identify bottlenecks, and implement solutions to improve service-level agreement (SLA) latencies.
🤝 Collaborate with Cross-Functional Teams: Work closely with support analysts, technicians, engineers, and support management to ensure SLAs are met and exceeded.
📚 Develop and Maintain Documentation: Create and enhance knowledge bases by contributing troubleshooting guides, best practices, and technical documentation.
🎓 Train and Mentor Team Members: Provide guidance and support to Tier 1 and Tier 2 support staff, ensuring skill development and process adherence.
🚨 Manage Incidents and Outages: Assist in incident management, driving resolution for critical system outages and technical failures.
🛠 Proactively Identify Inefficiencies: Continuously evaluate workflows and propose automation or process improvements to enhance service quality.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent technical experience.

Experience: Minimum 5 years of experience in technical support, production support, or engineering roles with a focus on web applications and APIs.

Required Skills:

Databases knowledge – Practical experience with SQL databases, including querying, optimization, and troubleshooting.
Analytics – Proficient in log analysis, error message interpretation, and diagnosing system failures.
Strong knowledge of Linux, Java, SQL, Git, AWS, APIs, and microservices architecture.
Proficiency in scripting for task automation is highly desirable.

Preferred Skills:

Experience with Java or Python, along with related frameworks (Java is a plus).
Expertise in REST, JSON, API architecture, and microservices.
Familiarity with AWS and cloud computing platforms for managing scalable applications.
Strong communication skills, with the ability to translate technical findings into actionable insights.
Experience in electronic payment processing and troubleshooting in e-commerce environments.
Strong skills in data analysis, relational databases, data visualization, and Excel-based analysis tools.
Ability to thrive under pressure, multitask effectively, and handle high-priority incidents in a fast-paced environment.

📝 Enhancement Note: Given the role's complexity and the required experience level, candidates should possess a strong technical background in web applications, APIs, and cloud computing, along with proven troubleshooting and problem-solving skills.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate a strong track record of resolving complex technical issues in web applications and APIs.
Showcase experience in optimizing API performance and improving service-level agreement (SLA) latencies.
Highlight successful collaboration with cross-functional teams to ensure service-level agreements are met and exceeded.
Display proficiency in developing and maintaining technical documentation, as well as training and mentoring team members.

Technical Documentation:

Provide examples of troubleshooting guides, best practices, and technical documentation created for web applications and APIs.
Explain your approach to log analysis, error message interpretation, and diagnosing system failures.
Describe your experience with incident management, driving resolution for critical system outages and technical failures.

💵 Compensation & Benefits

Salary Range: €55,000 - €75,000 per year (Estimated, based on market research for mid-senior level DevOps roles in Estonia)

Benefits:

Competitive salary and benefits package.
Opportunity to work with global brands and a diverse, international team.
Flexible working hours to accommodate global support needs.

Working Hours: Full-time (40 hours per week), with flexibility to handle high-priority incidents and maintenance windows as needed.

📝 Enhancement Note: The estimated salary range is based on market research for mid-senior level DevOps roles in Estonia, considering the required experience and skills for this position.

🎯 Team & Company Context

🏢 Company Culture

Industry: Fintech – Boku is a global provider of local mobile-first payment solutions, processing over $10 billion in value annually for its customers.

Company Size: Medium to Large – Boku has employees in over 39 countries around the world, with headquarters in London and San Francisco.

Founded: 2008 – Boku has been operating for over 15 years, providing a stable and experienced work environment.

Team Structure:

The Production Support Team consists of Support Analysts, Technicians, Engineers, and Support Management.
The team works closely with Engineering teams to test, validate, and deploy fixes for software defects.
Boku is a truly global company that takes pride in its diversity and thriving equal opportunity workplace.

Development Methodology:

Agile/Scrum methodologies are used for sprint planning and project management.
Code review, testing, and quality assurance practices are in place to ensure software quality.
Deployment strategies, CI/CD pipelines, and server management are used to maintain service stability and performance.

Company Website: Boku Inc.

📝 Enhancement Note: Boku's global presence and diverse team provide opportunities for candidates to work with international colleagues and gain exposure to various markets and cultures.

📈 Career & Growth Analysis

Web Technology Career Level: Mid-Senior level – This role requires a strong technical background in web applications, APIs, and cloud computing, with a focus on troubleshooting and problem-solving.

Reporting Structure: The Technical Support Engineer reports directly to the Support Management team and collaborates closely with Engineering teams to ensure service-level agreements are met and exceeded.

Technical Impact: This role has a significant impact on Boku's global payment processing capabilities, ensuring high availability, performance, and security for its customers' web applications and APIs.

Growth Opportunities:

Technical Growth: Expand your expertise in web applications, APIs, and cloud computing by working on complex technical challenges and collaborating with experienced team members.
Leadership Potential: Demonstrate strong performance and initiative to take on more responsibilities, mentor team members, and contribute to process improvements.
Career Progression: Proactively seek out new learning opportunities, attend industry conferences, and obtain relevant certifications to advance your career within Boku or the broader fintech industry.

📝 Enhancement Note: Boku's global presence and diverse team provide opportunities for candidates to work with international colleagues and gain exposure to various markets and cultures.

🌐 Work Environment

Office Type: Hybrid – Boku has offices in multiple locations worldwide, with the option for remote work.

Office Location(s): Boku's offices are located in London, San Francisco, Estonia, and other countries around the world. Remote work is also an option for this role.

Workspace Context:

Collaborative Workspace: Boku's offices provide collaborative workspaces with multiple monitors and testing devices available to ensure optimal productivity.
Cross-Functional Interaction: The Technical Support Engineer will interact with various teams, including support analysts, technicians, engineers, and support management, as well as engineering teams.
Flexible Work Schedule: Boku offers flexible working hours to accommodate global support needs and maintenance windows.

Work Schedule: Full-time (40 hours per week), with flexibility to handle high-priority incidents and maintenance windows as needed.

📝 Enhancement Note: Boku's hybrid work environment and flexible work schedule allow for a healthy work-life balance while ensuring global support coverage and maintenance window availability.

📄 Application & Technical Interview Process

Interview Process:

Technical Assessment: Demonstrate your technical proficiency in web applications, APIs, and cloud computing through a hands-on assessment or coding challenge.
Behavioral Questions: Discuss your problem-solving approach, communication skills, and teamwork experiences related to technical support and incident management.
Cultural Fit Assessment: Showcase your cultural fit with Boku's diverse and inclusive team, as well as your ability to thrive in a global, fast-paced environment.
Final Evaluation: Based on your performance in the technical assessment, behavioral questions, and cultural fit assessment, Boku will make a final decision on your candidacy.

Portfolio Review Tips:

Highlight your experience in resolving complex technical issues in web applications and APIs.
Showcase your ability to optimize API performance and improve service-level agreement (SLA) latencies.
Demonstrate your proficiency in developing and maintaining technical documentation, as well as training and mentoring team members.
Explain your approach to log analysis, error message interpretation, and diagnosing system failures.

Technical Challenge Preparation:

Brush up on your knowledge of web applications, APIs, and cloud computing, with a focus on troubleshooting and problem-solving.
Familiarize yourself with Boku's products and services, as well as its global customer base and market position.
Prepare for behavioral questions that assess your problem-solving approach, communication skills, and teamwork experiences related to technical support and incident management.

ATS Keywords:

Programming Languages: Java, Python, SQL
Web Frameworks: REST, JSON
Server Technologies: AWS, Microservices
Databases: SQL
Tools: Git, Scripting (Bash, PowerShell, etc.)
Methodologies: Agile/Scrum, Incident Management
Soft Skills: Troubleshooting, Problem-Solving, Communication, Teamwork, Mentoring
Industry Terms: API, Web Application, Cloud Computing, Incident Management, SLA, Latency, Performance Optimization

📝 Enhancement Note: Boku's interview process focuses on assessing candidates' technical proficiency, problem-solving skills, and cultural fit within the organization's diverse and global team.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies:

Not applicable for this role, as it focuses on backend and infrastructure.

Backend & Server Technologies:

Java: Boku's primary backend technology, used for building scalable and high-performing web applications and APIs.
Python: Used for specific tasks and integrations, with a focus on performance and efficiency.
AWS: Boku leverages Amazon Web Services for cloud computing, including EC2 instances, RDS databases, and S3 storage.
Microservices: Boku's architecture is based on microservices, enabling scalability, flexibility, and independent deployment of individual components.

Development & DevOps Tools:

Git: Used for version control and collaborative development, ensuring code quality and consistency.
Scripting (Bash, PowerShell, etc.): Used for task automation, incident management, and system administration.
CI/CD Pipelines: Boku uses CI/CD pipelines to automate deployment, testing, and quality assurance processes.
Monitoring Tools: Boku employs monitoring tools to track web application and API performance, as well as server and infrastructure health.

📝 Enhancement Note: Boku's technology stack is designed to ensure high availability, scalability, and performance for its global payment processing capabilities.

👥 Team Culture & Values

Web Development Values:

Technical Excellence: Boku values technical proficiency and continuous learning, with a focus on web applications, APIs, and cloud computing.
Performance Optimization: Boku prioritizes API performance and service-level agreement (SLA) latencies, ensuring high availability and scalability for its customers.
Collaboration & Knowledge Sharing: Boku fosters a collaborative work environment, with a focus on knowledge sharing, mentoring, and teamwork.
Innovation & Adaptability: Boku encourages proactivity, creativity, and adaptability in the face of technical challenges and industry trends.

Collaboration Style:

Cross-Functional Integration: The Technical Support Engineer will collaborate with various teams, including support analysts, technicians, engineers, and support management, as well as engineering teams.
Code Review Culture: Boku encourages code review and peer programming practices to ensure software quality and consistency.
Knowledge Sharing: Boku promotes knowledge sharing, mentoring, and continuous learning to drive technical growth and career progression.

📝 Enhancement Note: Boku's team culture is built on technical excellence, collaboration, and innovation, with a strong focus on web applications, APIs, and cloud computing.

⚡ Challenges & Growth Opportunities

Technical Challenges:

API Performance Optimization: Identify and resolve bottlenecks in API performance, ensuring service-level agreement (SLA) latencies are met and exceeded.
Incident Management: Drive resolution for critical system outages and technical failures, minimizing downtime and ensuring high availability.
Emerging Technologies: Stay up-to-date with industry trends and emerging technologies, proactively identifying opportunities for innovation and improvement.

Learning & Development Opportunities:

Technical Skill Development: Expand your expertise in web applications, APIs, and cloud computing through hands-on experience, training, and certification programs.
Conference Attendance: Attend industry conferences, webinars, and workshops to network with peers, gain insights, and stay current on best practices and emerging trends.
Technical Mentoring: Seek out mentoring opportunities from experienced team members to accelerate your learning and career growth.

📝 Enhancement Note: Boku's technical challenges and learning opportunities are designed to drive continuous growth and improvement in web applications, APIs, and cloud computing.

💡 Interview Preparation

Technical Questions:

Web Applications & APIs: Demonstrate your expertise in web applications, APIs, and cloud computing, with a focus on troubleshooting and problem-solving.
Incident Management: Explain your approach to incident management, driving resolution for critical system outages and technical failures.
Performance Optimization: Discuss your strategies for optimizing API performance and improving service-level agreement (SLA) latencies.

Company & Culture Questions:

Boku's Products & Services: Showcase your understanding of Boku's products and services, as well as its global customer base and market position.
Global Teamwork: Describe your experience working with diverse, international teams and navigating global time zones.
Adaptability: Explain how you approach change and adaptability in a fast-paced, global environment.

Portfolio Presentation Strategy:

Technical Deep Dive: Demonstrate your technical proficiency in web applications, APIs, and cloud computing through a deep dive into a complex technical challenge you've resolved.
Incident Management Case Study: Present a case study showcasing your incident management skills, driving resolution for a critical system outage or technical failure.
Performance Optimization Example: Highlight an example of API performance optimization, explaining your approach to identifying and resolving bottlenecks.

📝 Enhancement Note: Boku's interview preparation focuses on assessing candidates' technical proficiency, problem-solving skills, and cultural fit within the organization's diverse and global team.

📌 Application Steps

To apply for this Technical Support Engineer position at Boku:

Customize Your Resume: Highlight your relevant experience in technical support, production support, or engineering roles, with a focus on web applications, APIs, and cloud computing.
Tailor Your Cover Letter: Explain your interest in Boku's products, services, and global team, as well as your qualifications for the Technical Support Engineer role.
Prepare for Technical Assessment: Brush up on your knowledge of web applications, APIs, and cloud computing, with a focus on troubleshooting and problem-solving.
Research Boku: Familiarize yourself with Boku's products, services, and global customer base, as well as its market position and company culture.
Practice Behavioral Questions: Prepare for behavioral questions that assess your problem-solving approach, communication skills, and teamwork experiences related to technical support and incident management.

📝 Enhancement Note: Boku's application process is designed to evaluate candidates' technical proficiency, problem-solving skills, and cultural fit within the organization's diverse and global team.

Technical Support Engineer