Technical Support Engineer

Ozow, a prominent fintech organisation making waves in the South African digital payments landscape, is seeking a dedicated Technical Support Engineer to join their team in Cape Town. This role is pivotal in ensuring that Ozow's cutting-edge payment solutions are seamlessly integrated and efficiently supported for a diverse range of clients and developers. As a company committed to innovation, accessibility, and security in financial technology, Ozow offers a dynamic environment where technical expertise and excellent customer service are highly valued.

About the role

The core of this position revolves around providing high-calibre technical assistance to external developers. This involves guiding them through the intricacies of integrating their systems with Ozow's robust platform. You'll be the go-to person for troubleshooting integration challenges, offering clear, concise, and actionable advice. Beyond developer support, the role encompasses ensuring that all customers, whether they are businesses or consumers, receive a consistently excellent standard of service. This means handling technical queries and issues with efficiency, professionalism, and a friendly demeanour, all while adhering strictly to the company's established policies and service level agreements (SLAs). Accountability for your actions and representing Ozow's core values in every interaction are paramount.

Your day-to-day responsibilities will be multifaceted, focusing on both proactive support and reactive problem-solving. Key duties include:

• Assisting external developers in successfully integrating their systems with the Ozow platform.
• Providing excellent and consistent technical support to customers, ensuring a high standard of service delivery.
• Effectively handling technical issues and customer queries in an efficient and friendly manner.
• Ensuring strict adherence to all company policies and defined SLAs.
• Representing Ozow positively and embodying the organisation's core values in all customer and developer interactions.
• Troubleshooting technical problems by analysing logs and utilising developer tools like Postman.
• Diagnosing and resolving basic technical issues across computer systems and mobile devices.

What they're looking for

To excel in this Technical Support Engineer role, candidates will need a solid foundation in IT and a proven track record in technical support. Ozow is looking for individuals who can demonstrate a good understanding of computer systems, mobile devices, and the technical products Ozow offers. Experience with APIs and system integrations is essential, as is familiarity with troubleshooting logs and using tools such as Postman. Previous exposure to payment gateways would be a distinct advantage.

Essential qualifications and experience include:

• A minimum of 2-4 years of proven experience as a Technical Support Agent or in a similar technical support role.
• A relevant tertiary qualification in Information Technology, Computer Science, or a related field.
• Hands-on experience working with APIs and system integrations.
• Demonstrated ability to diagnose and troubleshoot technical issues.
• Familiarity with remote desktop applications and help desk software.
• Excellent problem-solving skills coupled with the ability to work effectively under pressure, particularly during high-demand periods.
• The capacity to provide clear, step-by-step technical assistance, both verbally and in writing.
• A willingness to work shifts and be available for standby duties to ensure 24/7 support coverage.

This role presents an excellent opportunity for a technically minded individual to contribute to a leading fintech company, supporting developers and ensuring seamless payment experiences for a growing user base.

In South Africa, technical support roles for fintech companies are in high demand, with salaries often reflecting the level of technical expertise and responsibility. While specific remuneration varies, roles requiring API and integration experience, particularly within the payments sector, can command competitive salaries. Typical employers include payment gateways, e-commerce platforms, and financial service providers. Career progression in this field can lead to specialised roles in system architecture, DevOps, or team leadership within support departments.

• A proven minimum experience of 2-4 years as a Technical Support Agent.
• Relevant tertiary qualification in information technology, Computer Science or relevant field.
• Experience working with APIs and system integrations.
• Experience in dealing with payment gateways is a nice to have.
• Experience troubleshooting logs and using dev tools such as Postman.
• Ability to assist other engineering teams and merchants with integration.
• Ability to work shifts and standby for 24/7 support.
• Good understanding of computer systems, mobile devices, and technical products.
• Ability to diagnose and troubleshoot basic technical issues.
• Familiarity with remote desktop applications and help desk software.
• Excellent problem-solving skills.
• Ability to work under pressure, especially in high-demand situations.
• Provide step-by-step technical help, both written and verbal.