Senior Technical Support Engineer (Remote) at Korapay

Korapay is a payment infrastructure servicing a wide band of businesses making local and international payments. We are a marketplace for digital financial services across Africa. Our vision, which is at the core of what we do every day, is to create a world void of digital financial barriers across Africa. We are committed to delivering reliable, secure, and easy to use digital financial solutions to every single customer with a guarantee that it is improving their lives.

We are recruiting to fill the position below:

Job Title: Senior Technical Support Engineer

Location: Remote
Job Type: Full time
Category: Engineering

About the Role

• As the Senior Technical Support Engineer, you will play a crucial role in ensuring the smooth operation of our financial services and providing exceptional technical support to both businesses and internal teams.
• You will be responsible for troubleshooting complex technical issues, collaborating with cross-functional teams, and driving continuous improvement in our support processes.
• As a Senior Technical Support Engineer, you will be part of the Engineering team, working directly with our merchants and collaborating closely with the Merchant Success and Product Development teams.

Responsibilities

• Provide exceptional technical support to our merchants through phone, email, chat, and other communication channels.
• Collaborate with cross-functional teams, including the product development and merchant success teams, to resolve customer issues and improve our products and services.
• Provide expert technical support to merchants and internal teams, addressing inquiries related to our products and services.
• Analyze, troubleshoot, and resolve technical issues, escalating when necessary, and ensuring timely resolution.
• Act as an escalation point for technical problems relating to merchants and product rails.
• Communicate progress of issues and fixes to both technical and non-technical users
• Effectively manage merchants and internal stakeholders to proactively drive issues to resolution and maintain prescribed SLAs.
• Monitor integration channels and escalate technical issues to integration partners.
• Develop proactive ways of automating routine tasks within the team functions.
• Regularly create and manage Knowledge Base content. Develop and maintain comprehensive knowledge of our products, systems, and technologies.
• Document and track merchant issues and resolutions in our internal systems.
• Document detailed investigations of new issues.
• Take full ownership of an issue without supervision and solve the issue depending on the complexity of the problem via the incident management tool and within the stipulated SLA.
• Act as a mentor to junior support engineers, fostering a collaborative and knowledge-sharing environment.
• Conduct daily routine monitoring, operation, and maintenance of all products in production in the product space for optimal performance and ensure compliance with relevant standards.
• Effective monitoring and maintenance of our products and integrations to support businesses — and ensure compliance with relevant regulatory standards.

Requirements 
You’re qualified if you are/have:

• 5+ years of experience in a highly technical support role, preferably in the fintech industry.
• Strong expertise in troubleshooting and resolving technical issues related to financial systems.
• Excellent troubleshooting and problem-solving skills.
• Strong communication skills and ability to explain technical issues to non-technical stakeholders.
• Excellent communication and interpersonal skills to interact effectively with merchants and internal teams.
• High technical aptitude and a passion for highly complex technical problem-solving
• Experience with CRM and ticketing systems, such as Zendesk, Salesforce, and Jira Service Management.
• Ability to work independently and in a team environment.
• Ability to thrive in a fast-paced environment and adapt to evolving technologies.
• You love to resolve complex technical challenges for customers and use your in-depth knowledge gained through these challenges to improve the customer experience

Nice to Have:

• Good knowledge of SQL, especially MySQL.
• Familiarity with programming languages, databases, and API integrations.
• Knowledge of APIs and API testing platforms.

Application Closing Date
Not Specified.