Senior Technical Support Engineer

Kora is a payment infrastructure for Africa. We offer plug-and-play payment solutions for businesses to launch a tailored payment experience for their customers.

At the front and center of what we do every day, we are creating a future void of digital financial barriers across Africa. We are committed to delivering secure, reliable, and easy-to-use digital financial solutions to customers with a guarantee that they are improving their lives.

To achieve this mission, we need people like you. We value positive energy and clear communication and are committed to building an inclusive environment for people from every background. We strongly believe in our ability to find Water in the Desert and pick the Sands in the Ocean.

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.

Requirements

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.

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.

Interview Process

Here’s the interview process you can expect for this role. We move quickly once the process is started. The steps are designed to help you get the information needed to determine if we’re the right fit for you… Interviewing is a two-way street, after all!

We expect the interview process to take a maximum of 3 weeks and an average of 3 hours in total. Please note that the interview is virtual.

[15m] Recruiter Screen – Abayomi Ishmael [🧑‍💻 [60m] Team Interview Stage ( The Engineering Team) – We proceed to explore your professional background in greater detail and facilitate introductions to team members, including those from various cross-functional areas.[60m] Cultural Fit Interview (Our Core Values) – At this stage, you’ll engage in a conversation with Kora’s COO, the Head of People and Culture, and the head of the team you’re being considered for. The aim is to understand you better and assess the alignment of your beliefs and values with Kora’s distinctive culture. We’d like to emphasize that there are no right or wrong answers expected. However, we encourage you to maintain a positive attitude during this session.

Working Hours

Given that we are an all-remote company and hire almost anywhere in the world, we don’t have a location requirement for this role. However, your working hours must coincide with 9:00 am – 5:00 pm WAT for at least 40 hours/week.

Equal Opportunity Employer

Kora is an equal opportunity employer dedicated to building an inclusive and diverse workforce. All employment decisions are based on qualifications, experience, and business needs. We strongly encourage applications from underrepresented communities and diverse ethnic groups to apply.

Please feel free to inform us if you need any accommodations to facilitate your participation in the recruitment process. Any details you share will be used solely to ensure we can support and accommodate your needs appropriately.

If you require more information on our HR Data Privacy, please visit here.

Benefits

Health insurance
Sponsored and tailored training
Paid parental Leave
Paid time-off
Flexible work style
Annual performance bonus
Low-interest loans
Employee assisted programs
Day off on your birthday
Employee resource groups that provide supportive communities within Kora
Great company culture and the opportunity to work with a highly collaborative team building something great!

Note: We recognize imposter syndrome is real – any candidate who does not perfectly fit every characteristic of this role is still strongly encouraged to apply.

Originally posted on Himalayas

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Senior Technical Support Engineer, Technical Support Engineer, Technical Support Analyst, Technical Support Manager, Support Engineer, Technical Support Representative, Senior Technical Role, Technical Support Team Lead 

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