Application Support Engineer — FinTech Payments & Linux

Electrum; Cape Town; On-site; ZAR 480,000 - 720,000; Full time

Benefits offered by this job

Generous Leave: Starting at 20 days

Office Perks (Cape Town): Fully-stocke

Social Life: Regular team activities

Job summary

Electrum in Cape Town is seeking an Application Support Engineer to be the technical backbone of our payment processing platform. You will tackle complex technical issues, monitor system performance, and drive permanent resolutions in collaboration with our engineering team.

You will bring strong Linux administration and database skills, plus experience with MySQL, Java, APIs, and AWS, to support high-volume financial services and ensure reliable operations for clients.

Qualifications

• Bachelor's degree in Information Technology or other relevant qualification.
• 2-3 years of support experience/systems engineering experience.
• 3 years' experience in Software Development.
• Strong Linux administration experience.
• Excellent database knowledge and experience using MySQL (writing SQL scripts and/Perl, Python, Shell).
• Experience working with Java code.
• Good networking skills: TCP/IP, Load Balancers, Firewall, VPNs.
• Customer Support experience.
• Experience using AWS.
• Payments and SAAS experience.
• Experience administering a service desk.
• Experience working in an ITIL environment.
• Experience working with APIs.

Responsibilities

• Provide first-line technical support to Electrum's clients via phone, email, and our ticketing system.
• Troubleshoot and resolve technical issues related to VAS and payment processing, escalating complex problems to senior engineers as needed.
• Proactive monitoring of systems health and resolution of alerts.
• Professional and positive engagement with business stakeholders and speedy resolution of 1st line application support queries.
• Effective and efficient collaboration with the Product Support team to drive speedy resolution of all escalated support queries.
• Proactively identify and raise repeat system issues and effectively collaborate with the Product Support team to drive permanent solutions.
• Effectively collaborate with 3rd party service providers and partners on all system issues and changes.
• Proactively and effectively share knowledge with Product Support team members
• Proactively and effectively gather knowledge from the Product Support team
• Create new and maintain existing SOP documentation
• Contribute to and keep the knowledge base updated and relevant
• Research and identify software bugs
• Ask customers targeted questions to quickly understand the root cause of the issue
• Escalate unresolved issues to appropriate internal teams (e.g., software developers)
• Refer to the internal knowledge base or external resources to provide accurate resolutions
• Track and administer support issues through to resolution, within agreed time limits, and communicate expectations with clients
• Prioritise and manage several open issues at one time
• Prepare accurate and timely reports
• Build and maintain strong relationships with our clients

Skills

Linux administration

MySQL databases

AWS experience

Java programming

APIs integration

Customer support

Networking concepts

Payments SAAS

Service desk experience

ITIL familiarity

Scripting (Python/Perl/Shell)

Education

Bachelor's degree in Information Technology

Job description

Electrum in Cape Town is seeking an Application Support Engineer to be the technical backbone of our payment processing platform. You will tackle complex technical issues, monitor system performance, and drive permanent resolutions in collaboration with our engineering team.

You will bring strong Linux administration and database skills, plus experience with MySQL, Java, APIs, and AWS, to support high-volume financial services and ensure reliable operations for clients.