Intermediate Product Support Engineer

The Company

Electrum is the next-generation payments technology company that provides cloud-native software to optimise the processing of financial transactions. Since 2012, we have established ourselves as a respected payments technology partner through our deep expertise and track record in delivering trusted enterprise-grade payments solutions.

We’ve built a reputation in providing solutions for high-volume, low-value payment schemes and services that enable our clients to deliver to their customers at scale. We love that the projects we work on touch the lives of millions of South Africans daily, making a real difference.

We hire the best of the best and we offer great opportunities for personal growth and career progression.

The Role

Your technical skills and dedication to client satisfaction will be essential to Electrum's success. This role offers an excellent opportunity to develop your skills within a dynamic and growing fintech environment.

• Provide first-line technical support to Electrum's clients via phone, email, and our ticketing system.
• Troubleshoot and resolve technical issues related to VAS and payment processing, escalating complex problems to senior engineers as needed.
• Proactive monitoring of systems health and resolution of alerts.
• Professional and positive engagement with business stakeholders and speedy resolution of 1st line application support queries.
• Effective and efficient collaboration with the Product Support team to drive speedy resolution of all escalated support queries.
• Proactively identify and raise repeat system issues and effectively collaborate with the Product Support team to drive permanent solutions.
• Effectively collaborate with 3rd party service providers and partners on all system issues and changes.
• Proactively and effectively share knowledge with Product Support team members.
• Proactively and effectively gather knowledge from the Product Support team.
• Create new and maintain existing SOP documentation.
• Contribute to and keep the knowledge base updated and relevant.
• Research and identify software bugs.
• Ask customers targeted questions to quickly understand the root cause of the issue.
• Escalate unresolved issues to appropriate internal teams (e.g., software developers).
• Refer to the internal knowledge base or external resources to provide accurate resolutions.
• Track and administer support issues through to resolution, within agreed time limits, and communicate expectations with clients.
• Prioritise and manage several open issues at one time.
• Prepare accurate and timely reports.
• Build and maintain strong relationships with our clients.

• Bachelor's degree in Information Technology or other relevant qualification
• 3 - 5 years of support experience/systems engineering experience
• 3 years’ experience in Software Development
• Strong Linux administration experience
• Excellent database knowledge and experience using MySQL (writing SQL scripts and/Perl, Python, Shell)
• Experience working with Java code
• Good networking skills: TCP/IP, Load Balancers, Firewall, VPN’S
• Customer Support experience
• Experience using AWS
• Payments and SAAS experience
• Experience administering a service desk.
• AWS experience.
• Experience working in an ITIL environment.
• Experience working with APIs.

Benefits

A good work-life balance is very important at Electrum. To help you manage your own time and energy, Electrum offers benefits such as:

• Daily cooked lunches and a stocked kitchen for the mid-day nibbles
• Team socialising, getaways, and social outings

We have created a safe, transparent environment where we know mistakes happen, and that’s okay. We even have a 3 step approach to dealing with them:

1. Tell everyone about it
2. Fix the mistake
3. Tell everyone about it

You are responsible for your actions – both the successes and the failures.