Technical Support Engineer

Many support queries are of a technical nature and therefore as an Ozow Technical Support Engineer you should have a good understanding of Ozow’s system, programming languages, techniques, and concepts used. A key part of this role would be to assist external developers in their attempts to successfully integrate their respective systems with the Ozow system. Your role is to ensure that customers receive excellent and consistent service to a high standard and handle issues in an efficient and friendly manner. You need to ensure that you know the policies and SLAs that are in place and always adhere to them.

Responsibilities

Assist external developers in successfully integrating their systems with the Ozow system; Ensure customers receive excellent and consistent service to a high standard; Handle issues in an efficient and friendly manner; Know and adhere to policies and SLAs; Be accountable for your own actions and represent the company by demonstrating core values; Be accountable to the customer

Requirements

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 troubleshooting logs and using dev tools such as Postman to identify root causes; An ability to assist other engineering teams and merchants in their integration of our services; The ability to work shifts and stand by as Our TSE team provides 24/7 support; A good understanding of computer systems, mobile devices, and other technical products; The ability to diagnose and troubleshoot basic technical issues; Familiarity with remote desktop applications and help desk software; Excellent problem-solving skills; An ability to work under pressure, particularly when dealing with times of high demand; The ability to provide step-by-step technical help, both written and verbal; Eagerly embrace change, absorb cross-functional skills, and connect ideas across disciplines to drive fresh thinking and innovation; Ability to initiate, develop, maintain and leverage outstanding relationships to influence a wide network, both inside and outside the company; A trailblazer who steps up, takes charge, and creates meaningful impact; Thrive in collaboration, embrace inclusion, and bring a genuine curiosity for global cultures; Demonstrate strategic foresight, sound judgement, and the ability to make confident decisions under uncertainty; Challenge norms, champion innovation, and constantly seek growth; A decisive doer who takes initiative, follows through with confidence, and ensures results through courageous, hands-on leadership; Value optimism, agility, and the strength to persevere under pressure; Driven, proactive individuals who take ownership, face challenges with grit, and consistently push for excellence

Nice to have

Experience in dealing with payment gateways

Benefits

Healthy breakfast, lunches and snacks; Monthly team connects; On-site Barista; Medical aid subsidy; Group Risk Insurance; Generous paid annual leave; Birthday leave; Learning and Development opportunities; Mentorship programme; Quarterly team building; Community initiatives; Access to cutting edge technology - Ozow Tech Stack