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: Technical Support Engineer

Location: Lagos (Remote)
Job type: Full-time
Department: Engineering
Reporting Structure: This role reports to the Engineering Lead.

About theRole

• As a Technical Support Engineer at Kora, you will be responsible for supporting the timely resolution of our merchants’ technical queries.
• In this role, you will work closely with the Engineering and Merchant Success teams by assisting merchants with issue resolution and escalating more complex cases to the Engineering team.

Reporting Relationships & Stakeholder Engagement:

• Report to the CTO (Oluwasegun Adeleye) working as part of the ever-innovative Engineering team
• Working collaboratively with our CTO (Chief Technology Officer), Product Management, Product Design, Merchant Success, Business, Compliance, and Information Security teams.

Responsibilities
Here are a couple of things you'll be doing:

• Provide technical support to merchants via phone, email, chat, and other communication channels during onboarding and ongoing use of Kora’s products, helping to ensure a smooth experience.
• Collaborate with the Merchant Success team and other internal teams to identify and report product bugs, escalating critical issues to the Product Development team as needed.
• Investigate and troubleshoot technical issues reported by merchants, seeking guidance from senior engineers when necessary.
• Assist in identifying and troubleshooting technical issues related to our products and services.
• Act as a first point of contact for technical problems relating to merchant and product rails, escalating complex issues appropriately.
• Escalate technical issues to the appropriate teams and follow up under guidance until resolution.
• Monitor integration channels and report technical issues to integration partners, keeping senior team members informed.
• Support the development of proactive ways to automate routine tasks within the team functions.
• Take ownership of assigned issues, handling and solving them depending on complexity, while consulting seniors for guidance when needed.
• Build and maintain positive relationships with merchants, acting as a supportive technical contact.
• Follow set procedures for proper escalation of issues to the appropriate team.
• Document and track merchant issues and resolutions in the knowledge base, preparing reports for review by senior engineers.
• Assist in expanding relationships with customers by supporting new product and operational initiatives.
• Help analyze prospects’ business and technical requirements, assisting senior team members in developing solutions that meet those needs.
• Support monitoring of product integration and ramp-up to ensure successful implementation.
• Assist in analyzing customer needs and suggesting possible upgrades or additional features under guidance.
• Work closely with the Product and Merchant Success teams to help customize specific products for customers.
• Provide developers with customer feedback to help identify potential new features or products.

Requirements
Here's what are we looking for:

• Must have 1–2 years experience in a technical support, IT support, or customer-facing technical role in a B2B, fintech, banking, or SaaS environment.
• Experience dealing with customers from a technical support perspective.
• Basic experience working with and understanding APIs and API testing platforms and the ability to explain them to third parties.
• Foundational knowledge of financial technologies, including payment processing and digital financial products.
• Strong written and verbal communication skills for interacting with both technical and non-technical stakeholders.
• Passion for customer success and interest in understanding client needs.
• Ability to follow structured troubleshooting, documentation, and escalation processes.
• Good organizational skills with the ability to manage multiple tickets at once.
• Experience using CRM and ticketing systems such as Zendesk, Freshdesk, or Salesforce.
• Strong analytical and problem-solving skills with attention to detail.
• Basic knowledge of SQL, especially MySQL, is an added advantage

Application Closing Date
Not Specified.