Engineer: Technical Support

About Cellulant

Cellulant is a pioneering B2B payments technology company based in Africa that powers payment processing for thousands of businesses.

Through a single, simple connection, our payment platform - Tingg - enables businesses to disburse funds and manage their offline or online collections while allowing their customers to pay via mobile money, local and international cards or direct bank payments.

With local acquisition in over 30 markets and supporting 300+ payment methods, Cellulant processes over 240 million transactions annually for market leaders in various sectors such as Airlines, Telecoms, E-commerce, Ride-Hailing, Retail and Remittances.

Our Story:

Since our founding in 2003, Cellulant has evolved from a digital content provider into a leading payments platform with a presence in 35 African countries. For more than 20 years, we've built a robust network that integrates multiple payment methods, addressing the unique challenges of Africa’s diverse payment landscape.

We began selling ringtones as a digital content business and quickly realised the need for a more streamlined way to manage payments. This realisation led us to develop a platform that initially allowed customers to check their bank balances and eventually evolved into a comprehensive payment solution. Our journey has seen us partner with more than 1000 businesses, including some of the largest banks and mobile money providers on the continent.

Throughout the years, we've continuously adapted and grown, leveraging our experiences to simplify payments for businesses and consumers alike. Today, Cellulant powers online and offline payment processing, allowing businesses to collect payments, send payouts, and accelerate business growth. We’re the payment fabric that makes interoperability possible and stitches Africa together for the global economy.

Our Vision:

To create a connected world where businesses move money as easily as they share ideas.

Read more about us and our leadership team .

Key Relationships and Stakeholders:

• Peers and other Senior Engineers and Support Engineers.

Core Responsibilities:

• Incident management: Fast and accurate detection and resolution of system and application issues to meet customer SLA.
• Provide 1st and 2nd level technical support to ensure efficient and effective solution operation.
• Responsible for solution monitoring, troubleshooting tasks and providing technical support in adherence to the established procedures.
• You will be the primary point of contact for all SLA customers which involves continuously seeking solutions for current issues, proactively improving processes and tools while building people's technical capacity to deliver on the team’s goals.
• Responsible for leading and driving activities in the assigned support shift as guided by key processes in order to meet and maintain service levels and improve customer delight.
• System and application maintenance in high-availability production environments.
• Accurate ticketing for all issues while ensuring timely and proper communication to all stakeholders at all times.
• Analyze recurring and intermittent system and application problems.
• Timely escalation and follow through of support issues .
• Solution monitoring to aid in faster issue detection and diagnosis.
• Knowledge management for the support team through the identification of knowledge gaps.
• Contributing towards training and forums for team Knowledge sharing.

Must have experience:

• Proven experience in Technical support function, IT or a similar role
• Proficiency in Linux, MySQL is mandatory.

Experience that will count in your favour:

• Working knowledge of databases, networks and security standards and application development is a clear advantage
• Deep experience of common service desk and monitoring tools such as Nagios, Datadog, Newrelic, Zabbix or equivalent.
• Experience with automated systems, scripting, software development discipline eg Python, PHP, Puppet, Terraform, Ansible
• Ability to win in a highly collaborative environment.
• Working knowledge of Information Service Management industry standards such as ISO 20000, ITILv3/4

Nice to have experience:

• Excellent communication and interpersonal skills.
• Problem solving skills.
• Proficiency in a coding language
• Ability to work under minimal supervision.

Skills & Qualification:

• 2-5 years experience working within a busy IT Service Desk environment.
• Bachelors in Computer Science or a related industry/field or equivalent experience in IT, Electrical/Computer Engineering, Information Systems, Telecommunications.
• Certification: ITIL v3/4 will be an added advantage.
• Strong problem-solving abilities.
• Excellent communication skills.
• Ability to work in a fast paced environment.

Personal attributes:

• Ability to manage multiple tasks.
• Ability to empathise with customers.
• Creativity - Thinking outside the box.

Why Work For Us?

In 2003, we set out to create a world-class business for Africa, by Africans, in Africa.

Some exciting things about us...

• We have an Extensive Footprint: We have an office presence in 18 countries and our products serve 35 countries across Africa with a global workforce of nearly 500 employees.
• We believe that innovation is at the Heart of Fintech: Thousands of companies use our technology to deliver seamless payment experiences. Our customers range from various sectors such as Airlines, Telecoms, E-commerce, Ride-Hailing, Retail, to Remittances.
• We Support a Diverse and Inclusive Workforce: We focus on the growth and development of our employees through well-developed, individualized career paths ensuring you reach your full potential in a supportive and delivery-oriented environment.
• We Put our Employees First: We offer market-related compensation, generous personal time off and, markets permitting, medical and life insurance benefits.
• We Seek Collaborative Builders: At Cellulant, we believe that great ideas happen when we come together. We, therefore, nurture a collaborative work environment that challenges, engages and empowers each person to contribute to the growth and success of the business.
• We Solve for Africa’s Digital Economy: We’re solving payment challenges on the continent to create opportunities and accelerate economic growth for all of Africa.