Intermediate Product Support Engineer

Electrum Software; Cape Town; On-site; ZAR 420,000 - 620,000; Full time

Benefits offered by this job

Generous Leave

Daily catered lunch

Cape Town office

Team activities

Job summary

Electrum is seeking an Application Support Engineer in Cape Town to be the technical backbone of our payment processing platform. You will tackle complex issues, monitor performance, and drive permanent resolutions with a focus on Linux, databases, and APIs.

The role emphasizes hands-on support, collaboration with the engineering team, and delivering world-class service to clients in a fast-paced FinTech environment.

Qualifications

• Bachelor's degree in Information Technology or equivalent.
• 2–3 years of support/systems engineering experience.
• 3 years’ experience in Software Development.
• Strong Linux administration experience.
• Excellent database knowledge with MySQL.
• Experience with Java code and APIs.
• Experience using AWS and SAAS/payments.
• Experience in an ITIL environment and service desk.

Responsibilities

• Provide first-line technical support to clients via phone, email, and tickets.
• Troubleshoot issues related to VAS and payment processing; escalate as needed.
• Monitor system health and resolve alerts proactively.
• Engage with stakeholders for rapid resolution of 1st line queries.
• Collaborate with Product Support to drive permanent solutions.
• Coordinate with 3rd party providers on system issues and changes.
• Share knowledge with the Product Support team and maintain SOPs.
• Research and identify software bugs; escalate to developers when needed.
• Track issues to resolution within agreed timeframes and report on status.

Skills

Linux admin

MySQL

Networking (TCP/IP)

APIs

Java

AWS

Shell/Python

Customer support

Education

Bachelor's degree in IT or related

Tools

AWS

MySQL

Linux

Job description

Electrum is a next-generation payment software technology company.

Since 2012, we've delivered trusted, enterprise-grade, cloud-native software to optimise financial transaction processing. Our deep expertise has established us as a respected partner in high-volume, low-value payment schemes, enabling clients to deliver services to millions of South Africans daily.

At Electrum, we are grounded in impact – designing solutions that matter, acting with urgency, and continuously learning as we scale. We believe in creating together – working side by side with our clients and teams to build meaningful, lasting solutions. We prioritise making it safe – encouraging open communication, smart risk-taking, and trust so that creativity and alignment thrive. And we back empowered strong teams – hiring brilliant people, collaborating hard, and holding each other to high standards while leading with empathy and kindness.

When you join the Electrum team, you’ll get to:

• Be part of the entire journey — from the spark of an idea to the final product launch.
• Grow your skills through world-class training and hands-on learning every day.
• Receive mentorship and guidance from industry leaders who are invested in your success.
• Work in a dynamic, innovative workplace where collaboration and creativity thrive.
• Tackle real-world customer challenges and see the impact of your work firsthand.
• Explore plenty of opportunities to grow your career and expand your expertise.
• Gain valuable experience in a leading FinTech environment, contributing to meaningful, high-impact projects.

The Opportunity

At Electrum, we don't just maintain systems; we build, optimise, and secure the platforms that enable millions of transactions daily. You will be joining an organisation grounded in impact, where your work directly contributes to client success and the stability of critical financial services. You will benefit from being part of a strong, collaborative team that offers continuous learning, mentorship from industry leaders, and the autonomy to manage real-world customer challenges. By joining Electrum, you are choosing to accelerate your career in a dynamic environment, contributing to meaningful, high-impact projects that shape the future of finance.

The Role

As an Application Support Engineer at Electrum, you'll be the technical backbone of our payment processing platform. This is a deep-dive, hands-on role where you'll tackle complex technical issues, monitor system performance in real-time, and drive permanent resolutions. We are looking for engineers with strong Linux administration skills, database expertise, and a passion for optimizing software, not just general IT support. You will collaborate closely with our engineering team to ensure system stability and provide technical excellence to our clients

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.

• 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, VPN’S
• Customer Support experience
• Experience using AWS
• Payments and SAAS experience
• Experience administering a service desk.
• AWS experience.
• Experience working in an ITIL environment.
• Experience working with APIs.

Why Join Electrum?

• We believe in a People First approach, ensuring a culture where you can thrive and make a real difference
  

Your Career & Culture

• Career Growth: Delivering world-class financial software is challenging, but your effort will earn you hands-on experience with products used by millions, accelerating your career.
• Strong Teams: We keep teams small, focused, and collaborative to maximize impact.
• Transparency: We openly discuss strategy, finances, and salaries. Mistakes are viewed as learning opportunities that we actively discuss.
• Autonomy: We trust you. You're expected to seek out the data needed for informed decisions and manage your own time—knowing when to focus and when to recharge.
• Shared Vision: You'll have the power to shape the vision of how we build the future of financial services.

Practical Perks

1. Here's how we support our culture:

• Generous Leave: Starting at 20 days per year.
• Office Perks (Cape Town): Fully-stocked kitchen and daily catered lunch.

• Social Life: Regular team activities like hikes, getaways, and dinners