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

As a Technical Support Engineer at Kora, you will be responsible for supporting the timely resolution of our merchants’ technical queries. In this role, you will work closely with the Engineering and Merchant Success teams by assisting merchants with issue resolution and escalating more complex cases to the Engineering team.

Reporting Relationships & Stakeholder Engagement:

• Report to the CTO (Oluwasegun Adeleye) working as part of the ever-innovative Engineering team
• Working collaboratively with our CTO (Chief Technology Officer), Product Management, Product Design, Merchant Success, Business, Compliance, and Information Security teams.

Requirements

Here are a couple of things you'll be doing:

• Provide technical support to merchants via phone, email, chat, and other communication channels during onboarding and ongoing use of Kora’s products, helping to ensure a smooth experience.
• Collaborate with the Merchant Success team and other internal teams to identify and report product bugs, escalating critical issues to the Product Development team as needed.
• Investigate and troubleshoot technical issues reported by merchants, seeking guidance from senior engineers when necessary.
• Assist in identifying and troubleshooting technical issues related to our products and services.
• Act as a first point of contact for technical problems relating to merchant and product rails, escalating complex issues appropriately.
• Escalate technical issues to the appropriate teams and follow up under guidance until resolution.
• Monitor integration channels and report technical issues to integration partners, keeping senior team members informed.
• Support the development of proactive ways to automate routine tasks within the team functions.
• Take ownership of assigned issues, handling and solving them depending on complexity, while consulting seniors for guidance when needed.
• Build and maintain positive relationships with merchants, acting as a supportive technical contact.
• Follow set procedures for proper escalation of issues to the appropriate team.
• Document and track merchant issues and resolutions in the knowledge base, preparing reports for review by senior engineers.
• Assist in expanding relationships with customers by supporting new product and operational initiatives.
• Help analyze prospects’ business and technical requirements, assisting senior team members in developing solutions that meet those needs.
• Support monitoring of product integration and ramp-up to ensure successful implementation.
• Assist in analyzing customer needs and suggesting possible upgrades or additional features under guidance.
• Work closely with the Product and Merchant Success teams to help customize specific products for customers.
• Provide developers with customer feedback to help identify potential new features or products.

Here's what are we looking for:

• A minimum of 1–2 years experience in a technical support, IT support, or customer-facing technical role in a B2B, fintech, banking, or SaaS environment.
• Experience dealing with customers from a technical support perspective.
• Basic experience working with and understanding APIs and API testing platforms and the ability to explain them to third parties.
• Foundational knowledge of financial technologies, including payment processing and digital financial products.
• Strong written and verbal communication skills for interacting with both technical and non-technical stakeholders.
• Passion for customer success and interest in understanding client needs.
• Ability to follow structured troubleshooting, documentation, and escalation processes.
• Good organizational skills with the ability to manage multiple tickets at once.
• Experience using CRM and ticketing systems such as Zendesk, Freshdesk, or Salesforce.
• Strong analytical and problem-solving skills with attention to detail.
• Basic knowledge of SQL, especially MySQL, is an added 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
• Group Life Insurance
• Access to up to four therapy sessions monthly
• Day off on your birthday 🎂 🎁 🎉
• Employee interest 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 recognise imposter syndrome is real - any candidate who does not perfectly fit every characteristic of this role is still strongly encouraged to apply.