Technical Support Engineer

SUMMARY:
Join a fast-scaling fintech driving digital financial innovation across Africa — and play a key role in delivering seamless, high-impact client support experiences.

POSITION INFO:
Company and Job Description
A leading fintech organisation is seeking a Technical Support Engineer (TSE) to support both SME and enterprise clients across major African markets. This role is central to ensuring exceptional service delivery, managing complex technical queries, supporting clients' onboarding, and overseeing incident management across a suite of innovative financial products.

As a TSE, you will act as the vital bridge between clients and internal engineering, product, and operations teams — taking full ownership of issues from identification to resolution. You’ll excel in a high-growth, fast-moving environment where every client interaction reinforces trust, reliability, and product excellence.

This role is particularly suited to technically inclined professionals who enjoy problem-solving, client engagement, and driving operational improvements. If you have experience as a Data Scientist, Software Developer/Engineer, or in another technical discipline and are eager to transition into a more client-facing position while still leveraging your technical strengths, this could be an ideal next step.

This position offers remote working flexibility while being Cape Town–based.

Key Responsibilities

• Manage and resolve technical client queries and escalations end-to-end, ensuring SLA compliance.
• Participate in a rotational schedule to provide 24/7 support, with scheduled recovery days between rotations.
• Lead the full incident management lifecycle — detection, escalation, resolution, and post-incident analysis.
• Maintain proactive, transparent communication with clients and internal teams throughout incident handling.
• Build deep product expertise to support feature testing and provide structured feedback to product teams.
• Coordinate client onboarding, implementation, and go-live processes to ensure smooth transitions.
• Communicate professionally with clients via Slack, WhatsApp, and email.
• Identify opportunities to improve processes, documentation, and operational efficiency.

• Minimum 3 years’ experience in a client-facing technical role (Support, Engineering, or similar).
• Experience in client onboarding and KYC is advantageous.
• High energy, strong client engagement capabilities, and a service-driven mindset.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to work under pressure and consistently meet tight SLAs.
• Experience with incident management platforms and support tools.
• Willingness to work rotational shifts, including evenings and weekends.
• Exposure to B2B SaaS, APIs, or payment systems is beneficial.

• Experience in fintech, banking, or other regulated financial industries.
• Exposure to Open Banking, digital payments, or related platforms.
• Understanding of key African markets and regional client environments.
• Basic development or scripting knowledge.