Technical Support Engineer

Technical Support Engineer at KoraPay

Kora is a marketplace for everything payments, offering a robust payment API for collections, disbursements, and conversions for businesses across Africa. Our vision is to create a world free of digital financial barriers by providing reliable, secure, and easy-to-use digital financial solutions that improve lives.

We value positive energy, clear communication, and an inclusive environment where people from all backgrounds thrive.

About the Role

As a Technical Support Engineer, you will play a critical role in ensuring our customers’ success with Kora’s payment platform. From troubleshooting to high-level customer support, you will collaborate across teams to deliver effective solutions, ensuring seamless operation of our systems.

Responsibilities

• Act as the primary contact for technical support inquiries and resolve issues related to Kora’s platform.
• Provide timely, accurate, and professional resolutions to customer-reported issues.
• Collaborate with product and engineering teams to escalate and resolve complex problems.
• Analyze recurring issues, identify trends, and propose system improvements.
• Create and maintain internal and customer-facing documentation.
• Support new business clients during product integration.
• Maintain deep knowledge of Kora’s products, features, and updates.
• Collaborate with teams to ensure smooth communication and quick issue resolution.
• Participate in on-call rotations for after-hours support as needed.
• Develop automated solutions for routine tasks.
• Take ownership of complex issues, ensuring resolution within SLA timelines.
• Advocate internally for merchants and escalate technical issues to integration partners.

Requirements

Key Qualifications

• Minimum of 3 years of technical support experience, preferably in fintech.
• Strong communication skills to explain technical concepts to non-technical stakeholders.
• Excellent problem-solving skills with the ability to troubleshoot complex issues.
• Proficiency with CRM and ticketing systems (e.g., Zendesk, Jira, Salesforce).
• Good knowledge of databases (e.g., MySQL) and experience running basic queries.
• Strong understanding of APIs, web services, and troubleshooting API issues.
• Experience with payment processing systems or gateways is a strong advantage.

Desired Skills

• Customer-focused mindset with excellent attention to detail.
• Ability to manage priorities in a fast-paced environment.
• Independent worker and team player with proactive problem-solving skills.

Benefits

• Health insurance
• Sponsored and tailored training
• Paid parental leave
• Paid time-off
• Flexible work style
• Annual performance bonus
• Low-interest loans
• Employee assistance programs
• Day off on your birthday 🎂
• Employee resource groups for support and networking
• Collaborative company culture with a focus on innovation

Interview Process

Kora’s interview process is designed to ensure mutual fit, taking approximately three weeks and averaging 2.5 hours in total. All interviews are conducted virtually.

1. Introduction Stage
   • 15 mins: Recruiter Screen (with Abayomi Ishmael).
2. Team Interview Stage
   • 60 mins: Professional background exploration and team introductions.
3. Cultural Fit Interview
   • 60 mins: Discussion with Kora’s COO, Head of People & Culture, and team head to assess alignment with Kora’s core values.

Working Hours

• Flexible and remote, but working hours must align with 9:00 am – 5:00 pm WAT for at least 40 hours/week.

Equal Opportunity Employer

Kora is committed to inclusivity and encourages candidates from underrepresented communities to apply. Please let us know if you require any accommodations during the recruitment process.

Interested candidates are encouraged to apply, even if they don’t meet every qualification listed. Imposter syndrome is real—we want passionate, capable individuals to join our team.

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