Moniepoint is a financial technology company digitising Africa’s real economy by building a financial ecosystem for businesses, providing them with all the payment, banking, credit and business management tools they need to succeed.
About The Role
- We are seeking an experienced Technical Support Engineer Team Lead to lead a team of technical support engineers responsible for the stability, integrity, and performance of our enterprise-level applications and services. The ideal candidate will not only oversee day-to-day support operations but also enhance monitoring systems, streamline incident management, and ensure top-tier customer support experiences. This role is crucial for minimizing escalations, resolving issues proactively, and improving team efficiency in a 24/7 environment.
Responsibilities
Team Leadership
- Lead, mentor, and manage a team of technical support engineers to deliver high-quality support for enterprise applications.
- Foster a collaborative team environment and provide professional growth opportunities.
Monitoring and Observability
- Design and implement in-depth monitoring and observability frameworks for applications and services.
- Ensure timely detection and resolution of performance or availability issues using tools like Grafana, New Relic, or Datadog.
- Escalation Management
Act as an escalation point for complex customer issues handled by technical support engineers.
- Proactively address escalations to ensure customer satisfaction and timely resolution.
- On-Call Schedule Oversight
- Manage and oversee the 24/7 on-call schedule, ensuring continuous support availability.
- Ensure on-call engineers are prepared and equipped to handle incidents effectively.
Incident Management
- Lead the creation and maintenance of incident runbooks to guide the team during critical situations.
- Act as an incident manager when required, stepping in for unavailable engineers or during high-severity incidents.
Incident Resolution Improvements
- Drive efforts to increase the number of incidents resolved by support engineers, reducing the need for escalations.
- Collaborate with engineers to analyze root causes and implement permanent fixes to recurring issues.
- Documentation and Knowledge Sharing
- Lead the team in documenting processes, workflows, and incident resolutions.
- Ensure that documentation is up-to-date, comprehensive, and accessible.
Stakeholder Collaboration
- Work closely with product and engineering teams to address bugs, enhance system resilience, and support infrastructure optimization efforts.
Requirements
Experience:
- Minimum of 5 years supporting enterprise applications in a technical support or similar role.
- At least 2 years of experience leading a team in a technical capacity.
Technical Skills:
- Expertise in cloud infrastructure setup, Kubernetes-managed environments, and container orchestration.
- Strong familiarity with application performance monitoring tools like New Relic or Datadog.
- Experience setting up and managing monitoring dashboards using Grafana.
- Proficiency in troubleshooting using stack traces, log files, and APIs.
- Knowledge of SQL databases (e.g., MySQL) and basic programming or scripting concepts.
Additional Requirements:
- Strong organizational skills with the ability to manage team schedules and priorities.
- Experience being on-call and managing escalations in a high-pressure environment.
- Excellent communication and stakeholder management skills.
- Familiarity with continuous integration/delivery principles and network troubleshooting tools.
Method of Application
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