Support and Onboarding Specialist - Express

About Stitch Stitch is a payments infrastructure company on a mission to make it easier for enterprise businesses to connect to the financial system and build better experiences for their customers. We are expanding the team to enable Stitch to broaden our product offering and extend our geographical footprint. Role Overview We’re looking for a Technical Support Engineer (TSE) to join the Stitch team, specifically focused on the Stitch Express product. In this role, you’ll support small business clients by handling technical queries, maintaining strong client relationships, and ensuring smooth resolution of issues and incidents . You’ll work closely with product, engineering, and enterprise support teams to deliver high-quality service, while also driving improvements in support processes and tools. This role is ideal for someone who is client-focused, thrives in troubleshooting and problem-solving, and is excited about contributing to a fast-growing fintech company. Key Responsibilities Handle technical client queries via phone, email, chat, and WhatsApp, ensuring timely resolution in line with SLAs. Investigate issues through structured troubleshooting, database queries, and testing, providing clear explanations to clients. Facilitate the incident management process end to end including running incident retros and creating incident reports Monitor and respond to alerts during business hours, improving alerting structures and managing incidents. Escalate unresolved or complex issues to the Stitch Enterprise support team, ensuring smooth handover and context. Create and maintain documentation and knowledge base resources for internal use and client self-service. Collaborate with product and engineering teams to provide feedback and support product testing and enhancements. Support client onboarding and go-live administration, ensuring a smooth setup experience. Drive continuous improvement by identifying process gaps, participating in cross-functional projects, and influencing product improvements. Requirements Experience: Strong troubleshooting and problem-solving skills, including database querying and structured investigations. Excellent communication skills, with the ability to explain technical concepts to non-technical audiences. Familiarity with support platforms such as Intercom, email, and phone support systems. Experience creating and maintaining documentation and knowledge bases. Strong organisational skills, with the ability to manage multiple client relationships. Ability to work under pressure and meet SLAs. Project management skills, with experience leading and coordinating initiatives. Proficiency in understanding technical products. Nice to have Working with fintech products or supporting small business clients. Familiarity with monitoring and alerting tools. Exposure to incident management processes and payment systems. Benefits & Perks 🏖️ Remote-friendly Work We recognise and value the importance of enabling remote work and maintaining a globally distributed workforce. We cater to equitable employee experiences for both in-office and remote team members. We remain conscientious about ensuring a level playing field, especially around team events, business meeting practices, and office-driven benefits. While we facilitate remote work, we also see the value in bringing the full team together in person from time to time. 🎨 Stock Ownership* We believe in the power of ownership. That's why every full-time team member becomes a part-owner of Stitch. Our employee stock ownership plan ensures that when the company thrives, you do too. ⏰ Time Off* Taking time off from work is critical to ensure that you can take necessary breaks and have time for important life events outside of work. It also helps you manage your energy better. In line with this, we provide a generous annual leave policy, along with supportive family responsibility, parental, study, and long-tenure sabbatical leave options, designed to accommodate the diverse needs of our team. 📚 Learning & Development Fund* We are committed to the professional growth of our team. Each year, we allocate $3,000 per full time team member for learning and development, supporting a culture of continuous improvement and skill enhancement. 🩺 Health Insurance Contribution* Recognising the importance of health and well-being, we contribute to health insurance for all team members and provide group health insurance schemes in certain jurisdictions. 💻 Equipment To ensure our team has the tools they need, new members receive a brand-new Mac laptop along with the necessary peripheral equipment upon joining Stitch. 💜 Employee Assistance Programmes We care about the well-being of our team. Our Employee Assistance Programmes provide you with the necessary resources and support to not only excel in your job but also to thrive in your personal life. Whether it's counselling, advice, or support services, we're here to help every step of the way. Other notable benefits and perks Celebrations for important life and work milestones Daily team lunches in the Cape Town office Bi-annual work retreats New starter dinners Frequent team and company events Compliance with POPIA Our processing of your Personal Information is subject to, and in compliance with, the provisions of POPIA. Privacy and security of your information We will process your information only on instructions from you, which we are deemed to have received when you submit information on our website. We will maintain the confidentiality and security of such information per the standards contained in the POPIA, which requires us to adopt reasonable safeguards to protect the integrity and confidentiality of such information from unauthorized access, loss or destruction. *these benefits are applicable for full-time staff members but may not apply for fixed-term and part-time staff