Product Support Engineer at Flutterwave

Our mission is to power a new wave of prosperity across Africa. By enabling global digital payments on a continent that’s been largely cut off from the digital economy, we’re creating the infrastructure to power Africa’s growth in the 21st Century. Founded in 2016 by a team of ex-bankers, entrepreneurs and engineers, we provide the underlying technology platform that allows businesses to make and accept payments anywhere in Africa. Our HQ is in San Francisco with offices in Lagos, Nairobi, Accra, and Johannesburg

The Role: 

• Flutterwave is looking for a Product Support Engineer to join our team and provide exceptional support for our growing customer base.
• As a Product Support Engineer, you will serve as the frontline for providing technical assistance and resolving issues related to our financial software products.
• You will primarily troubleshoot and resolve errors, act quickly to analyze available data and find the root cause of issues.
• You will be expected to develop automations to resolve problems or escalate problems along to other engineering team members and provide users with regular progress updates
• The ideal candidate will have a deep understanding of technical support processes, strong problem-solving skills, and a passion for delivering excellent customer service.

What Your Day-to-Day Activities Will Be Like:

• Conduct daily routine monitoring, operation and maintenance of all products in production in the Products space for optimal performance and ensure compliance to relevant standards.
• 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 stipulated SLA
• Work closely with the development team to help in permanent issue resolution
• Maintains a state-of-the-art subject matter expertise (SME) on existing and planned technologies, including related products and services offerings
• Assist to manage the availability and optimal performance of application configurations, problem and incident management to ensure IT service continuity and prompt support delivery
• Work with Engineers across various teams and other stakeholders to ensure new applications meet the organization’s operational standard and resolve the product bugs in production
• Collaborate with Infrastructure & Security Teams to ensure that vulnerabilities identified on Products are remediated appropriately
• Have a Sense of urgency to escalate product issues when appropriate; maintains a sense of problem ownership' to drive all issues to a successful resolution.
• Fulfill service requests and perform routine maintenance and support activities
• Participate in the organization’s business continuity testing of critical products and services as it relates to products
• Assist with closing internal and external audit exceptions as it relates to products.
• Develop proactive ways of automating routine tasks within the team functions
• Soliciting and documentation of incident management reports and learnings from incidents and problems.

Required competency and skill set to be a Waver:

• 3- 6 years of experience in technical or product support, preferably in a fintech or software-as-a-service (SaaS) environment.
• Bachelor’s degree in computer Science, engineering or related disciplines
• Working knowledge of software development frameworks, concepts and best practices
• Working knowledge of structured systems analysis and design, and software development life cycle
• Intermediate knowledge of application design, implementation and operations
• Understanding of service management tools for event management, provisioning and monitoring
• Knowledge of APIs and API testing platforms etc.
• Customer-centricity
• Creative, results-oriented and analytical with strong problem-solving capability
• Strong SQL Skills
• ITIL – Service Management certification will be considered an asset
• Any Microsoft, google or Oracle certification will be considered an asset
• Ensure personal information of customers, employees, and other individuals the company conducts business with is processed and protected in line with applicable data privacy policies, privacy laws, and global best practices.

Method of Application