Full-Time Technical Support Engineer

About the role

We are seeking an Intermediate Technical Support Engineer to join our growing team at Kora. In the dynamic world of fintech, technical support plays a crucial role in ensuring the success of our customers and their ability to efficiently use our products.

As a Technical Support Engineer, you will be responsible for troubleshooting and resolving technical issues, responding to inquiries, and providing high-level support to our business customers. You will work closely with various teams to deliver timely and effective solutions that align with our commitment to exceptional customer experience.

Your role is essential in maintaining customer trust and satisfaction by providing quick, thorough, and professional support. At Kora, we aim to give businesses the peace of mind that they can rely on our payment systems to work seamlessly, every time.

Requirements

Here’s what you’ll be doing

1. Serve as the primary point of contact for technical support inquiries, helping customers troubleshoot and resolve issues related to Kora's payment platform.
2. Provide timely, accurate, and thorough resolutions to customer-reported issues, ensuring a high level of customer satisfaction.
3. Work closely with the product and engineering teams to escalate and resolve more complex technical issues.
4. Analyze and document recurring technical issues to identify trends and suggest improvements to our systems and processes.
5. Create and maintain internal and customer-facing documentation to ensure resources are up-to-date and accessible.
6. Assist in onboarding new business clients by providing technical support during the integration of Kora's products.
7. Maintain a deep understanding of Kora’s products and services, keeping up with updates, new features, and changes in functionality.
8. Collaborate with the merchant success, product, and engineering teams to ensure smooth communication and swift issue resolution.
9. Participate in on-call rotations to provide support outside of regular business hours when necessary.
10. Escalate technical issues to appropriate teams and follow up until resolution
11. Monitor our payment integration channels and escalate technical issues to the integration partners.
12. Develop proactive ways of automating routine tasks within the team functions
13. Take full ownership of an issue without supervision and handle and solve the issue depending on the complexity of the problem via the incident management tool and within the stipulated SLA.
14. Advocate for the merchants internally.

What you’ll need

1. 3+ years of experience in a technical support role, preferably in the fintech industry.
2. Strong communication skills and ability to explain technical issues to non-technical stakeholders.
3. Excellent problem-solving skills with the ability to troubleshoot complex technical issues.
4. Strong communication skills, both written and verbal, with the ability to simplify complex information for non-technical stakeholders.
5. Ability to provide step-by-step technical guidance, both written and verbal.
6. Customer-centric mindset with a focus on delivering high-quality support.
7. Ability to manage multiple priorities in a fast-paced, dynamic environment.
8. Strong attention to detail and a proactive approach to identifying and solving problems.
9. Ability to work independently and within a team.
10. Good knowledge of databases (e.g., MySQL) and ability to run basic queries.
11. Proficiency with CRM and ticketing systems, such as Zendesk, Salesforce, Jira Service Management.
12. Strong understanding of APIs, web services, and troubleshooting API-related issues.
13. Experience with payment processing systems and/or payment gateways is a strong advantage.