Intermediate Product Support Engineer

Electrum is a next-generation payment software technology company.

Since 2012, we've delivered trusted, enterprise-grade, cloud-native software to optimise financial transaction processing. Our deep expertise has established us as a respected partner in high-volume, low-value payment schemes, enabling clients to deliver services to millions of South Africans daily.

At Electrum, we are grounded in impact – designing solutions that matter, acting with urgency, and continuously learning as we scale. We believe in creating together – working side by side with our clients and teams to build meaningful, lasting solutions. We prioritise making it safe – encouraging open communication, smart risk-taking, and trust so that creativity and alignment thrive. And we back empowered strong teams – hiring brilliant people, collaborating hard, and holding each other to high standards while leading with empathy and kindness.

As an Intermediate Product Support Engineer at Electrum, you will play a vital role in ensuring the smooth operation and optimal performance of our payment processing products and services. You will be responsible for resolving technical issues, collaborating with cross-functional teams, and contributing to the continuous improvement of our support processes. 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.

Requirements

• 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

Why Join Electrum?

• We believe in a People First approach, ensuring a culture where you can thrive and make a real difference
  

Your Career & Culture

• Career Growth: Delivering world-class financial software is challenging, but your effort will earn you hands-on experience with products used by millions, accelerating your career.
• Strong Teams: We keep teams small, focused, and collaborative to maximize impact.
• Transparency: We openly discuss strategy, finances, and salaries. Mistakes are viewed as learning opportunities that we actively discuss.
• Autonomy: We trust you. You're expected to seek out the data needed for informed decisions and manage your own time—knowing when to focus and when to recharge.
• Shared Vision: You'll have the power to shape the vision of how we build the future of financial services.

Practical Perks

1. Here's how we support our culture:

• Generous Leave: Starting at 20 days per year.
• Office Perks (Cape Town): Fully-stocked kitchen and daily catered lunch.