Senior Engineer: Technical Support - Uganda, Ghana or Zambia

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    "description": "<p><span style=\"color: rgb(53, 152, 219); font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">About Cellulant:</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"><a href=\"https://cellulant.io/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: bold\">Cellulant</span></a> is Africa’s leading payments company, providing seamless, secure and innovative solutions that empower businesses, banks, and global brands to thrive in a fast-changing global economy. </span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"><br></span></p>\n<p><span style=\"font-size: 12pt\"><span style=\"color: rgb(34, 34, 34)\">With a presence in over </span><span style=\"color: rgb(34, 34, 34); font-weight: bold\">24 countries and 200+ payment methods</span><span style=\"color: rgb(34, 34, 34)\">, including cards, bank transfers</span><span style=\"color: rgb(26, 26, 46)\">, and mobile money</span><span style=\"color: rgb(34, 34, 34)\">, our </span><span style=\"color: rgb(34, 34, 34); font-weight: bold\">single API payment platform, Tingg</span><span style=\"color: rgb(34, 34, 34)\">, simplifies collections, disbursements, and reconciliations. It processes over </span><span style=\"color: rgb(34, 34, 34); font-weight: bold\">4.5 million transactions daily </span><span style=\"color: rgb(34, 34, 34)\">for market leaders </span><span style=\"color: rgb(26, 26, 46)\">across</span><br><span style=\"color: rgb(26, 26, 46)\">sectors such as</span><br><span style=\"color: rgb(26, 26, 46)\">Airlines, Telecoms, E-commerce, Ride-Hailing, Retail, and Remittances. </span></span></p>\n<p><span style=\"font-size: 12pt\"><span style=\"color: rgb(34, 34, 34)\">By simplifying how people pay and get paid, we drive trust, commerce and scale – and connect companies to their ambitions.</span><br><span style=\"color: rgb(34, 34, 34)\"> </span></span></p>\n<p><span style=\"color: rgb(53, 152, 219); font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">Our Story:</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Across Africa, payments are more than transactions. They are gateways to prosperity, connecting people, businesses and communities to opportunities and growth.</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">From enabling a logistics company in Lusaka to pay suppliers across borders, to enabling a hospitality brand in Lagos to scale effortlessly, to supporting an airline in Nairobi to reconcile payments from multiple platforms, Cellulant is the bridge that makes it all possible. </span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Through trusted technology and customer-centric innovation, we build connections that inspire progress, strengthen economies and transform payments into a tool for progress.</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Since our founding in 2003, we've continuously adapted and grown, leveraging our experiences to simplify payments for businesses. We are driven by an unshakable belief that seamless people-centred payments are the key to unlocking prosperity. </span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Today, Cellulant powers online and offline payment processing, allowing businesses to collect payments, send payouts, and accelerate business growth.</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(53, 152, 219); font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">Our Mission: </span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">To deliver seamless, secure and innovative payment solutions for businesses. </span></p>\n<p><br></p>\n<p><span style=\"color: rgb(53, 152, 219); font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Our Vision:</span> </span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">To create a connected world where businesses move money as easily as they share ideas.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 12pt\"><span style=\"color: rgb(53, 152, 219); font-family: Inter, sans-serif; font-weight: bold\">Role Overview: </span><br></span></p>\n<p><span style=\"font-size: 12pt\">The Technical Support Senior Engineer plays a critical role in providing advanced technical assistance to our clients, ensuring their systems run smoothly and efficiently using their extensive knowledge and experience to diagnose and fix technical problems efficiently</span></p>\n<p><br><br></p>\n<p><span style=\"color: rgb(53, 152, 219); font-size: 12pt; font-weight: bold\">What You'll do:</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Manage the performance of services to clients as per agreed contract and ensure that unplanned downtimes are eliminated and/or their impact reduced.</span></li>\n<li><span style=\"font-size: 12pt\">Incident management: Fast and accurate detection and resolution of system and application issues to meet  and customer SLA.</span></li>\n<li><span style=\"font-size: 12pt\">System and application maintenance in high-availability production environments.</span></li>\n<li><span style=\"font-size: 12pt\">Accurate ticketing for all issues while ensuring timely and proper communication to all stakeholders at all times.</span></li>\n<li><span style=\"font-size: 12pt\">Analyse recurring and intermittent system and application problems.</span></li>\n<li><span style=\"font-size: 12pt\">Timely escalation and follow through of support issues.</span></li>\n<li><span style=\"font-size: 12pt\">Solution monitoring to aid in faster issue detection and diagnosis.</span></li>\n<li><span style=\"font-size: 12pt\">Knowledge management for the support team through the identification of knowledge gaps.</span><br></li>\n<li><span style=\"font-size: 12pt\">Contributing towards training and forums for team Knowledge sharing.</span></li>\n<li><span style=\"font-size: 12pt\">Training of new employees.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(53, 152, 219); font-size: 12pt; font-weight: bold\">What we are looking for:</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Bachelor's degree in Computer science or a related field</span></li>\n<li><span style=\"font-size: 12pt\">Strong understanding of computer systems and tech products</span></li>\n<li><span style=\"font-size: 12pt\">Strong documentation skills to maintain records of issues and solution.</span></li>\n<li><span style=\"font-size: 12pt\">At least 7 years’ experience working within a busy IT Service Desk environment.</span></li>\n<li><span style=\"font-size: 12pt\">Proficiency in Linux, MySQL is mandatory.</span></li>\n<li><span style=\"font-size: 12pt\">Working knowledge of databases, networks and security standards and application development is a clear advantage.</span></li>\n<li><span style=\"font-size: 12pt\">Deep experience of common service desk and monitoring tools such as Nagios, Cacti, Newrelic, Zabbix or equivalent.</span></li>\n<li><span style=\"font-size: 12pt\">Experience with automated systems, scripting, software development disciplines like python, php, Puppet, Terraform, Ansible.</span></li>\n<li><span style=\"font-size: 12pt\">Ability to win in a highly collaborative environment.</span></li>\n<li><span style=\"font-size: 12pt\">Working knowledge of Information Service Management industry standards such as ISO 20000, ITILv3/4.</span></li>\n<li><span style=\"font-size: 12pt\">BS in Computer Science or related industry/field or equivalent experience (IT, Electrical/Computer Engineering, Information Systems, telecommunications).</span></li>\n<li><span style=\"font-size: 12pt\">Certification ITIL v3/4 will be an added advantage.</span></li>\n<li><span style=\"font-size: 12pt\"> Working knowledge of Information Service Management industry standards such as ISO 20000, ITILv3/4.</span></li>\n<li><span style=\"font-size: 12pt\">Working knowledge of databases, networks and security standards and application development is a clear advantage.</span></li>\n<li><span style=\"font-size: 12pt\">Deep experience of common service desk and monitoring tools such as Nagios, Cacti, Newrelic, Zabbix or equivalent. </span></li>\n<li><span style=\"font-size: 12pt\">Experience with automated systems, scripting, software development discipline eg Python, PHP, Puppet, Terraform, Ansible</span></li>\n<li><span style=\"font-size: 12pt\">Ability to win in a highly collaborative environment. </span></li>\n</ul>\n<p><span style=\"color: rgb(53, 152, 219); font-size: 12pt; font-weight: bold\">Why this role matters?</span><br></p>\n<p><span style=\"font-size: 12pt\">In a high-velocity, high-availability fintech ecosystem, system stability is the foundation of market trust. Every minute of platform downtime carries immediate financial liabilities, compliance risks, and reputational impact for our merchants.</span></p>\n<p><span style=\"font-size: 12pt\">This senior role matters because you are not just a line of defense; you are the <span style=\"font-weight: bold\">strategic architect of our operational resilience</span>. While you possess the deep technical mastery (Linux/MySQL) to resolve complex, high-severity incidents under pressure, your real impact lies in preventing them from happening again.</span></p>\n<p><span style=\"font-size: 12pt\">By analyzing recurring problems, turning tribal knowledge into structured engineering documentation, and mentoring junior engineers, you systematically elevate the team’s capability. You bridge the gap between reactive support and proactive system health—ensuring that our production environments remain robust, our high-value SLAs are fiercely protected, and our platforms can safely scale to meet the business’s growth ambitions.</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(53, 152, 219); font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">Why Work for Us?</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">At Cellulant, we are more than a payments company: we are bridge-builders. We believe that by simplifying the way people pay and get paid, we are connecting companies to their ambitions, people to opportunities, and Africa to the global economy. Our work goes beyond payments—it’s about what people, businesses, and communities can do when the movement of money becomes more dependable, seamless, and secure. </span></p>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Some exciting things about us...</span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">We have an extensive footprint: </span>We have an office presence in 10 countries, and our products serve 24 countries across Africa, with a global workforce of about 300 employees. </span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">We believe innovation is at the heart of Fintech:</span> Thousands of market leaders and top enterprises trust our technology to power their payments. Our customers are in various sectors, including financial services, travel and hospitality, telecom, e-commerce, remittance companies, SaaS, and the gig economy. </span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">We support a diverse and inclusive workforce:</span> We focus on the growth and development of our employees through well-developed, individualised career paths, ensuring you reach your full potential in a supportive and delivery-oriented environment. </span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">We put our employees first:</span> At Cellulant, your contribution is rewarded competitively. We use clear career levels and role titles, and benchmark our base pay against data and a well-established internal process. Your actual salary will reflect your experience, skills, impact and the scope of the role, as well as our business needs and prevailing market conditions. We also offer generous personal time off, and medical and life insurance benefits (markets permitting).</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">We seek collaborative builders: </span>At Cellulant, we believe that great ideas happen when we come together. Therefore, we nurture a collaborative work environment that challenges, engages, and empowers each person to contribute to the growth and success of the business. </span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">We solve Africa's digital economy:</span> We’re solving payment challenges on the continent to create opportunities and accelerate economic growth for all of Africa.</span></li>\n</ul>",
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