Technical Support Engineer - Express

SUMMARY:
Be part of a fast-growing fintech company reshaping how small businesses manage and move money across Africa — and play a key role in delivering an exceptional client experience.

POSITION INFO:
A leading fintech company is seeking a Technical Support Engineer (TSE), focusing on key payments products within its expanding portfolio.

In this role, you’ll act as the technical bridge between small business clients and internal product and engineering teams — resolving issues, driving service excellence, and contributing to continuous improvement initiatives. You’ll troubleshoot complex technical queries, support incident management, and ensure clients receive prompt, professional, and effective solutions.

This opportunity is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and wants to make an impact in a scaling fintech business.

This role also allows you to work remotely or from their offices in Cape Town.

Key Responsibilities:

• Manage and resolve technical client queries via phone, email, chat, and WhatsApp in line with SLAs.
• Oversee the incident management process — from triage through to post-incident reviews and reporting.
• Investigate and troubleshoot issues using structured testing and database queries.
• Support client onboarding and go-live processes, ensuring seamless implementation experiences.
• Collaborate with product, engineering, and enterprise support teams to resolve issues and improve service delivery.
• Maintain internal and client-facing knowledge base documentation.
• Contribute to process improvements, cross-functional initiatives, and support tool optimization.

• Strong troubleshooting and analytical skills, including database querying and structured investigations.
• Excellent communication skills, with the ability to explain technical information clearly to non-technical users.
• Experience with support platforms such as Intercom, email, and phone-based systems.
• Strong organisational skills and the ability to manage multiple client relationships.
• Exposure to fintech products, payment systems, or small business clients is advantageous.
• Familiarity with monitoring, alerting tools, and incident management processes preferred.