Technical Support Engineer - Enterprise

SUMMARY:
Join a fast-scaling fintech driving digital financial innovation across Africa — and help deliver seamless, high-impact client support experiences.

POSITION INFO:
A leading fintech organisation is seeking a Technical Support Engineer (TSE) to support enterprise clients across key African markets. This pivotal role involves managing complex technical client queries, leading incident management processes, and ensuring exceptional service delivery across a range of fintech products.

As a Technical Support Engineer, you will serve as the critical link between clients, engineering, product, and business operations teams — taking ownership of issues end-to-end with professionalism and precision. You’ll thrive in a fast-paced environment where every client interaction strengthens trust, reliability, and product excellence.

This opportunity is ideal for a technically minded professional who enjoys problem-solving, client engagement, and continuous improvement — and who’s eager to grow within a dynamic, scaling fintech organisation.

The role offers flexibility to work remotely, while being based in Cape Town.

Key Responsibilities:

• Manage and resolve technical client queries and escalations end-to-end, ensuring adherence to SLAs.
• Participate in a rotational schedule to provide 24/7 client support, with a two-day recovery period in between rotations.
• Oversee the full incident management lifecycle — from detection and escalation to resolution and post-incident review.
• Maintain open communication with clients and internal teams throughout incident handling.
• Develop strong product knowledge to support testing of new features and provide feedback to product teams.
• Coordinate client onboarding and go-live processes to ensure smooth implementations.
• Communicate professionally with clients via Slack, WhatsApp, and email channels.
• Drive process efficiency and contribute to continuous improvement initiatives across support operations.

• Minimum 3 years’ experience in a client-facing technical role (support, engineering, or similar).
• Proven troubleshooting, analytical, and problem-solving skills.
• Excellent written and verbal communication abilities.
• Ability to work under pressure and meet demanding SLAs.
• Experience with incident management tools and support platforms.
• Willingness to work rotational shifts, including nights and weekends.
• Familiarity with B2B SaaS environments, APIs, or payment systems is advantageous.
• Added Advantages:
  • Experience in fintech, banking, or other regulated financial environments.
  • Exposure to Open Banking or related technology platforms.
  • Understanding of key African markets.
  • Basic software development or scripting knowledge is a plus.