Service Reliability Engineer

Join the fintech revolution with Mambu, the leading SaaS cloud banking platform. We're on a mission to make banking better for a billion people. Explore exciting career opportunities and help shape the future of financial services. Learn more here.

About the team

At Mambu, our cloud-native banking platform is trusted by the world's most innovative financial institutions. As a Level 2 Support Engineer / SRE on the Support Engineering & Reliability Team (SERT), you will be the final technical escalation point for our most complex customer issues.

This role sits at the intersection of advanced technical support, software engineering, and production operations. Your focus will be application-level troubleshooting and diagnostics that improve the reliability of the platform. We don't expect candidates to check every box - if you're strong in debugging and passionate about solving customer problems, we encourage you to apply.

• Lead and resolve technically deep Level 2 support cases from initial triage to full root cause analysis and final fix.

• Diagnose issues across distributed, cloud-native systems, with emphasis on application and API behaviour.

• Perform code-level debugging (Python, Go, or Java) to pinpoint application defects or misconfigurations.

• Own Live Production Incidents: Act as the technical escalation point during high-severity production issues

• Engineer the Support Experience through Automation and Observability: Treat operational pain points and repetitive support tasks as engineering challenges.

• Contribute to Observability and Proactive Detection: Improve our monitoring, alerting, and dashboards so internal teams detect issues before customers do.

• Strong debugging ability and a software engineering mindset - you can read and understand production code in at least one of: Python, Go, Java.

• Practical experience handling customer support cases, including technical investigation and impact assessment.

• Experience diagnosing issues in distributed or service-based architectures (e.g., APIs, background services, message flows).

• Working knowledge of cloud infrastructure fundamentals (e.g., Docker basics, Kubernetes, CI/CD pipelines): Ability to understand how applications run in production and collaborate effectively with platform teams, without requiring deep platform engineering expertise.

• Comfortable using SQL for investigations, validation, or performance checks.

Nice to Have (or Grow Into)

• Experience with observability tools (Prometheus, Grafana) and defining actionable alerts.

• Familiarity with infrastructure-as-code (Terraform), though not required for day-to-day work.
  Background in automation or building small internal tools to reduce operational toil.

• Understanding of Kubernetes internals.

• Cloud provider certification (AWS, GCP, Azure).

• Experience in fintech or other highly regulated environments.

Join us to shape the future of banking, where your professional growth is equally as valued as your personal well-being.

• Company equity for all

• Learning and development opportunities

• Hybrid/Remote working (location dependant)

• 30 day working abroad 

• 4 week paid sabbatical after 5 years service

• Additional benefits based on location

Follow Mambu on LinkedIn for the latest Fintech trends and success stories. Connect with us on Facebook, Instagram, and YouTube to experience our vibrant culture. Explore our mission, values, and the world we're building at mambu.com/careers. Check out our Insights Hub for industry insights, Mambu blogs, webinars, and upcoming events.

As part of the recruitment (or HR onboarding) process, you will be required to obtain authorized criminal background and credit screening results, as well as be queried against a sanctions/anti-money-laundering/counter terrorism financing/politically exposed persons screening service and your employment is conditional upon approval of these results.

At Mambu, we encourage all interested candidates to apply, even if they don't meet every listed qualification, as we value diversity and recognize that experience doesn't always perfectly align with job descriptions. We are committed to providing equal opportunities for applicants with disabilities; if you need assistance during the application process, please contact talent.acquisition@mambu.com.