Engineer: Tech Support - L1 & L2 - 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=\"color: rgb(53, 152, 219); font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">Role Overview: </span></p>\n<p><span style=\"font-size: 12pt\">As a Technical Support Engineer (Level 1 &amp; 2), you will serve as the operational anchor for our solution reliability and the primary face of technical support for our high-value Service Level Agreement (SLA) customers. This role combines deep hands-on technical execution—requiring mandatory proficiency in Linux and MySQL—with disciplined IT Service Management (ITSM) principles. You will monitor high-availability production environments, rapidly diagnose complex incidents, drive shift-leads, and prevent recurring system issues. Beyond day-to-day troubleshooting, you will champion knowledge management across the team, identifying technical gaps and mentoring junior engineers to elevate the overall capability of the service desk function.</span></p>\n<p><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\"><span style=\"color: rgb(17, 17, 17)\">P</span>rovide 1st and 2nd level technical support to ensure efficient and effective solution operation.</span></li>\n<li><span style=\"font-size: 12pt\">Responsible for solution monitoring, troubleshooting tasks and providing technical support in adherence to the established procedures.</span></li>\n<li><span style=\"font-size: 12pt\">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.</span></li>\n<li><span style=\"font-size: 12pt\">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. </span></li>\n<li><span style=\"font-size: 12pt\">Incident management: Fast and accurate detection and resolution of system and application issues to meet 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\">Analyze 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></li>\n<li><span style=\"font-size: 12pt\">Contributing towards training and forums for team Knowledge sharing. </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\">5 years experience working within a busy IT Service Desk environment. </span></li>\n<li><span style=\"font-size: 12pt\">Bachelors in Computer Science or a related industry/field or equivalent experience in 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\">Proven experience in Technical support function, IT or a similar role</span></li>\n</ul>\n<ul>\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\">Working knowledge of Information Service Management industry standards such as ISO 20000, ITILv3/4.</span></li>\n<li><span style=\"font-size: 12pt\">Excellent communication and interpersonal skills.</span></li>\n<li><span style=\"font-size: 12pt\">Proficiency in a coding language </span></li>\n<li><span style=\"font-size: 12pt\">Ability to work under minimal supervision.</span></li>\n<li><span style=\"font-size: 12pt\">Problem solving skills. </span></li>\n</ul>\n<p><br><br></p>\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, every minute of system downtime carries immediate financial and reputational consequences for our merchants and partners.</span></p>\n<p><span style=\"font-size: 12pt\">This role matters because you are the ultimate gatekeeper of our customer experience and operational continuity. You don’t just watch monitoring dashboards or logs; you translate technical performance into customer delight. By mastering fast incident resolution, enforcing strict ISO/ITIL standards, and turning reactive fixes into proactive system improvements, you protect the core platform's stability. Your technical vigilance directly ensures that our platforms remain reliable and trustworthy, giving our clients the seamless experience they expect while empowering our internal teams to scale the business safely.</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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