Flutterwave is searching for a product support engineer to join their team and deliver great assistance to their expanding customer base.
As a Product Support Engineer, you will be responsible for providing technical support and resolving issues with Flutterwave financial software solutions.
In this post, you will learn about the role of product support engineer at Flutterwave, the eligibility criteria, and the application method for this job.
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Summary of Product Support Engineer At Flutterwave
| Company | Flutterwave |
| Category | Job |
| Location | Lekki, Lagos |
| Department | Engineering – Service Management |
| Job Title: | Product Support Engineer At Flutterwave |
| Job Type: | Full Time |
| Application | Online |
| Deadline | Not stated |
About Flutterwave
Flutterwave was established on the premise that every African should have the opportunity to flourish and participate in the global economy.
To accomplish this goal, we have established a dependable payment infrastructure that enables both domestic and international enterprises to make and receive payments in a borderless, convenient manner.
Job Summary
Flutterwave is seeking a Product assistance Engineer to join our team and deliver great assistance to our expanding customer base.
As a Product Support Engineer, you will be responsible for providing technical support and resolving issues with our financial software solutions.
You will primarily troubleshoot and rectify faults, acting fast to examine available data and determine the core cause of problems.
You will be expected to create automation to address problems or escalate them to other members of the engineering team, as well as provide regular status updates to users.
The ideal applicant will have a thorough understanding of technical support processes, great problem-solving abilities, and a desire to provide excellent customer service.
Key Responsibilities for Product Support Engineer at Flutterwave
- Perform daily routine monitoring, operation, and maintenance on all items in production in the items space to ensure optimal performance and compliance with applicable requirements.
- Take complete responsibility of an issue without supervision and handle and solve it based on its complexity using the incident management tool and within the specified SLA.
- Work closely with the development team to help with lasting issue resolution.
- Maintains cutting-edge subject matter expertise (SME) in present and planned technologies, including related product and service offerings.
- Assist in managing the availability and optimal performance of application configurations, problem and incident management, to ensure IT service continuity and timely assistance delivery.
- Collaborate with engineers from multiple teams and stakeholders to ensure that new apps fit the organization’s operational standards and that product bugs are resolved in production.
- Collaborate with Infrastructure and Security Teams to ensure that vulnerabilities detected on products are properly remediated.
- Have a sense of urgency to escalate product concerns as needed; retain a sense of problem ownership to ensure that all issues are resolved successfully.
- Complete service requests and perform routine maintenance and support actions.
- Participate in the organization’s business continuity testing of important goods and services that pertain to products.
- Assist in closing internal and external audit exceptions related to products.
- Create proactive strategies for automating routine work within team functions.
- Collecting and documenting incident management reports and lessons learned from incidents and difficulties.
Required competency and skill set
- 3- 6 years of experience providing technical or product assistance, ideally in a fintech or software-as-a-service (SaaS) setting.
- Bachelor’s degree in computer science, engineering, or similar fields.
- Working understanding of software development frameworks, ideas, and best practices
- Working understanding of structured systems analysis and design, and the software development life cycle.
- Intermediate understanding of application design, implementation, and operations.
- Understanding service management tools for event management, provisioning, and monitoring.
- Knowledge of APIs, API testing platforms, and so on.
- Customer-centricity
- Creative, results-oriented, and analytical with great problem-solving abilities.
- Strong SQL skills.
- ITIL – Service Management certification will be seen as an advantage.
- Any Microsoft, Google, and Oracle certifications will be regarded as an asset.
- Ensure that personal information from customers, employees, and other individuals with whom the organization does business is processed and protected in accordance with applicable data privacy policies, privacy laws, and worldwide best practices.
How To Apply
All interested and eligible candidates should click on the Apply Now button below to for the role of product support engineer at Flutterwave
Closing Date: The application closing date was not stated at the time of posting, however, it is recommended to apply as early as possible to stand the chance of being selected.