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Highly Skilled Technical Support Expert

3 weeks ago

Johannesburg, Gauteng, South Africa Black Pen Recruitment Full time

Black Pen Recruitment is seeking a highly skilled Technical Support Specialist to join their team. This role will support merchants once they are live on the platform.

Role Overview:

This fast-growing fintech company is dedicated to delivering high-quality customer experiences, and they need a technical expert like you to help achieve this goal. As a Technical Support Specialist, you will be responsible for handling complex technical issues related to payment platforms, API integration, transaction flows, and platform monitoring.

About the Role:

  • 1-2 years of proven experience working in a similar role
  • Must have experience with ITSM
  • Strong technical troubleshooting skills with a proven ability to solve complex issues efficiently
  • Familiarity with APIs (RESTful APIs), including hands-on experience using Postman or similar tools for API testing and troubleshooting
  • Proficiency in multiple coding languages, such as JavaScript, Python, or Ruby, with the ability to understand and troubleshoot code-level issues
  • Previous experience in the payments industry or working with payment platforms (preferred)
  • Comfortable being the escalation point for complex issues that require technical depth and cross-functional coordination
  • Experience with incident management and working closely with engineering teams to resolve platform issues
  • Excellent communication skills and the ability to work cross-functionally with internal and external stakeholders
  • Detail-oriented with the ability to manage and document multiple support cases simultaneously

Key Responsibilities:

  • Provide advanced technical support to resolve issues related to API integration, Postman troubleshooting, and transaction processing
  • Diagnose and troubleshoot integration issues between the platform and merchant systems
  • Monitor the platform and identify issues related to transaction failures, system performance, or engineering escalations
  • Manage and resolve engineering escalations, working closely with developers to find timely solutions
  • Assist with card data migrations and vault migrations, ensuring smooth transitions for customers
  • Provide incident management support by investigating, diagnosing, and documenting platform issues in collaboration with internal teams
  • Collaborate with engineering and support teams to escalate complex issues and drive resolution
  • Offer support and guidance to internal teams by serving as the escalation point for unresolved technical issues
  • Continuously document troubleshooting steps, solutions, and platform knowledge to enhance internal knowledge bases and support processes

What We Offer:

  • A competitive salary of $85,000 per year
  • The opportunity to grow your technical skills and gain exposure to complex payments and transaction processing systems
  • The chance to be a key contributor to customer success and the smooth operation of a high-performance platform

About Black Pen Recruitment:

We are a fast-growing recruitment agency specializing in tech and finance roles. Our team is passionate about connecting talented professionals with exciting job opportunities.