Technical Support Engineer

Kora is a pan-African payments infrastructure company providing secure APIs for collections, disbursements, and currency conversions for businesses across Africa. The Technical Support Engineer role focuses on supporting merchants with technical inquiries, troubleshooting product issues, and ensuring smooth onboarding and ongoing usage. This position works closely with engineering and merchant success teams to resolve issues efficiently while delivering a reliable, customer-focused technical support experience.

Kora is a payments marketplace focused on removing digital financial barriers across Africa through secure, reliable, and easy-to-use payment infrastructure. The Technical Support Engineer plays a key role in ensuring merchants receive timely and effective technical assistance while using Kora’s products. This role operates in a fully remote environment and collaborates closely with engineering, product, and merchant-facing teams.

Responsibilities:
- Provide technical support to merchants via phone, email, chat, and other channels.
- Investigate, troubleshoot, and resolve technical issues related to Kora’s products.
- Act as a first point of contact for merchant technical issues and product rails.
- Escalate complex or critical issues to engineering and product teams appropriately.
- Monitor integration channels and report issues to internal teams and partners.
- Document merchant issues, resolutions, and workflows in the knowledge base.

Requirements:
- 1–2 years experience in technical support or customer-facing technical roles.
- Experience supporting customers in a B2B, fintech, banking, or SaaS environment.
- Basic understanding of APIs and API testing tools.
- Foundational knowledge of payment processing and financial technology products.
- Strong written and verbal communication skills in English.
- Ability to follow structured troubleshooting and escalation procedures.

Benefits:
- Health insurance and paid time off.
- Sponsored training and professional development.
- Annual performance bonus and flexible work style.
- Inclusive culture with strong cross-functional collaboration.

This role offers hands-on exposure to fintech products while contributing to merchant success and operational excellence.