Technical Support Engineer

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 The Technical Support Engineer (TSE) is responsible for managing technical client queries and escalations from enterprise clients, facilitating incident management processes, and ensuring excellent client support. This role requires: End-to-end handling of client issues End-to-end handling of incidents Strict adherence to Service Level Agreements (SLAs) Continuous improvement of support processes Collaboration across various teams within the organisation The TSE will work rotational shifts to provide 24/7 support, acting as a bridge between clients, engineering, product, and business operations teams. Key Responsibilities Client Query Management Handle technical client queries and escalations end-to-end. Provide clear, actionable solutions and adhere to strict SLAs. Take ownership of issues, escalating to engineering or other teams when necessary. Shift Work & After-Hours Support Participate in a rotational schedule to ensure 24/7 client coverage. Provide after-hours support to the fraud team when required. Incident Management Manage the entire incident lifecycle, from detection to resolution. Keep clients and internal teams updated on incident progress. Lead post-incident reviews to identify root causes and prevent recurrence. Product Knowledge & Testing Develop a strong understanding of all company products. Assist with testing new features and provide product feedback. Client Onboarding & Go-Live Administration Oversee tasks related to new client onboarding and launches. Communicate effectively with clients via Slack, WhatsApp, and email. Ensure a smooth transition and ongoing customer satisfaction. Continuous Improvement Identify ways to enhance support processes and efficiency. Collaborate with cross-functional teams on optimization projects. Requirements Experience: 3+ years in a client-facing technical role (Support, Engineering, or similar). Experience in incident management and client relations. Familiarity with B2B SaaS, APIs, or Payments environments is a plus. Experience in fintech or banking, including knowledge of regulated environments is a plus. Background in Open Banking or similar financial technology platforms is a plus. In-depth understanding of clients in key markets (South Africa, Nigeria, Kenya, Ghana) is a plus. Basic software development experience is a bonus. Skills & Competencies: Familiarity with support platforms and tools (Datadog, Kibana or Grafana) Project management skills with the ability to lead and coordinate initiatives. Software engineering experience, or strong desire to upskill on these capabilities. Proficiency in understanding technical products. Excellent communication skills, both written and verbal. Willingness to work rotational shifts, including nights and weekends. Ability to work under pressure and meet tight SLAs. 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