Technical Support Engineer

Who are we

Kora is the marketplace for everything payments. We offer a robust payment API for payment collections, disbursements and conversions for businesses anywhere in Africa. 

Our vision, which is at the core of what we do every day, is to create a world void of digital financial barriers. We are committed to delivering reliable, secure, and easy-to-use digital financial solutions to every single customer with a guarantee that it is improving their lives. To achieve this mission, we need people like you. 

We strongly believe in our ability to find Water in the Desert and pick the Sands in the Ocean.

We value positive energy, and clear communication and are committed to building an inclusive environment for people from every background.

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.

Interview process 

Below is the interview process you can expect for this role. It may look like a lot of steps, but rest assured that we move quickly and 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 2.5 hours in total. Please note that the interview is virtual.

👋 Introduction Stage - we have initial conversations to get acquainted with you and overall experience.

[15m] Recruiter Screen - Abayomi Ishmael 

Feedback from the Recruiter (Abayomi Ishmael)

🧑‍💻 [60m] Team Interview Stage (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.

Please note that you are welcome to ask questions and inquire during this process. We assure you of complete transparency throughout the interview process.

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.