Operational Support Engineer
Ezra
工作地点
Nairobi
招聘信息详细内容
Who is Ezra?
Ezra provides B2B digital lending solutions for emerging markets in partnership with mobile and digital wallet operators and financial service providers. Ezra supports 24 operations in 23 countries, across Africa, the Middle East and Asia. Our key office locations are in Nairobi, Kenya and Dubai, UAE.
Our flagship products are Advance Credit Service (ACS), Nano and BNPL.
• ACS is an airtime or data advance offered to prepaid mobile subscribers at the point of low credit.
• Nano is a micro cash advance offered to mobile wallet users on demand.
• BNPL facilitates payment installments for products and services
As a FinTech company, our business is entirely technology and data driven, from determining subscriber eligibility, generating relevant offers, managing risk, loan issuance, recovery, optimizing performance and reporting, reconciliation and billing.
Each day we process approximately 21M loan requests and 1.4 TB of data across our markets. This process needs to be robust, reliable and secure.
But it doesn't end there. We're exploring new ways of using our platform and transactional data to improve our products and develop new product opportunities.
Overview Description
We are seeking an experienced professional for an Operational Support Engineer, responsible for ensuring that Ezra's products and services run optimally as well as assisting other teams and departments at Ezra will first level support related to Ezra's services and systems. The candidate will achieve this through proactive monitoring of systems and services, analyzing performance, and investigating and resolving incidents. Additionally, the role involves managing customer care-related escalations from clients, maintaining accurate records through Jira, and acting as a primary liaison for escalating unresolved issues to Engineering. The role reports directly into the Operational Support Team Leader and by extension to the Operations Management & Support Director.
The Role / Job
• Deliver L1 Operational Support to both external and internal clients.
• Analyze and validate incoming information from clients to identify, troubleshoot, and resolve reported issues.
• Keep Service Management Incidents updated with accurate status and resolution codes using Jira.
• Manage customer care tickets, addressing issues related to downtimes and ticket status, and ensuring client satisfaction.
• Accurately log and track completed and pending tasks within the ticketing system.
• Serve as the primary liaison between Operations, Services, and Engineering for escalating unresolved issues requiring advanced technical intervention.
• Relay resolution details from Engineering back to Operations or document any additional requirements for root cause analysis.
• Contribute to the development and maintenance of the Knowledge Base.
• Monitor and oversee system performance across all markets.
• Additional responsibilities include creating documentation, managing large-scale deployments, and providing on-call support as needed.
Knowledge Required
• Strong analytical and critical thinking abilities.
• A proactive mindset towards investigation and problem-solving.
• Exceptional troubleshooting skills with the ability to uncover deeper insights.
• Expertise in systems analysis.
• Effective communication skills, both verbal and written.
• Proficiency in creating clear and concise reports.
• Knowledge of French language is a strong plus.
Qualifications
• A bachelor's degree in computer science, programming, or a related field.
Experience
• 3+ years of hands-on experience in configuring, deploying, and supporting client systems within a highly managed environment.
• Proven track record in L1 Support and Customer Care within B2B2C or B2C settings, particularly in the fintech, banking, or telecom sectors.
• Proficiency with workstations and rack-mounted server hardware, including BIOS and RAID configurations.
• Strong familiarity with operating systems, including Windows and various Linux distributions (e.g., BSD, Red Hat, Fedora, SUSE, CentOS, Ubuntu, and Debian).
• Experience with common tools such as Jira, Confluence, Grafana, Zabbix, etc.
• Basic scripting knowledge, and familiarity with SQL for database queries.
• Understanding of network fundamentals and protocols, including TCP/IP, DNS, and VPN configurations
