Technical Support Engineer (Tier II) - FIDO

There are 2 billion adults worldwide who don’t have a bank account. That’s close to 40% of the world’s adult population. 350 million of them live in Sub-Saharan Africa. They are hardworking, young, connected adults who lack access to the traditional banking system. Fido is changing that. We are empowering individuals and entrepreneurs to take advantage of opportunities in Africa.

The latest innovation from Fido called Fido Score will shift power back to the people by empowering them to build and maintain a digital financial track record.

We build consumer products powered by a magical cocktail of real-time mission-critical machine-learning models, behavioural psychology, and financial engineering. We promote meritocracy, act quickly, commit, and worship data.

Ready for your next career move?

Are you sharp, motivated, and purpose-driven? We are looking for you

Join us in our mission to make financial services accessible in Africa.

What will you do?

Customer Technical Support: Work closely with customer success call center agents to provide expert advice and solutions for customer-reported issues. Act as a point of escalation for more complex troubleshooting, assisting in identifying and rectifying technical problems.

Issue Analysis and Resolution: Take ownership of customer issues escalated from customer success agents and conduct comprehensive analysis using various tools and resources. Utilize your expertise to read logs and databases in the AWS environment to identify root causes and propose solutions.

Collaboration and Communication: Act as a liaison between the customer success team and the product/development teams, facilitating effective communication and collaboration to resolve technical issues swiftly and effectively.

Documentation and Knowledge Sharing: Accurately document all reported issues and resolutions in the ticketing system, and actively contribute to the knowledge base to help build a robust repository of solutions for future reference.

Continuous Improvement: Proactively work with the product and development teams to improve the product based on customer feedback and the trends observed in the support cases handled.

Who you are

Experience: 2-4 years of experience in a technical support role, preferably in a B2C fintech environment.

Technical Proficiency: Demonstrated ability to read and interpret logs and databases, preferably in an AWS environment. Basic knowledge of SQL and scripting languages is a plus.

Problem-solving Skills: Excellent analytical and problem-solving skills, with the ability to work on complex issues and find resolutions efficiently.

Communication Skills: Exceptional communication skills, with the ability to explain technical information clearly and understandably to non-technical stakeholders.

Education: Bachelor’s degree in Computer Science, Information Technology, or a related field.