Technical Support Engineer

Network International; South Africa; On-site; ZAR 480,000 - 720,000; Full time

Job summary

Network International seeks an experienced Technical Support Engineer to provide end-to-end support for enterprise customers using the company’s payment platform. You will troubleshoot complex production issues across APIs, cloud services and payment processing while coordinating with Engineering, Product and Operations to drive RCA and resolution.

The role requires strong problem-solving, SLA-driven support and a customer-first mindset, with the ability to work in fast-paced production

Qualifications

• Experience as a Technical Support Engineer or similar role in SaaS/FinTech environments.
• Experience supporting REST APIs, API integrations and production environments.
• Strong troubleshooting, analytical and problem-solving skills.
• Experience with incident management and RCA, plus SLA-driven support.
• Familiarity with ticketing and monitoring tools like Jira, Zendesk, ServiceNow, Grafana, Datadog, Splunk.
• Working knowledge of Linux, Docker, Kubernetes and cloud platforms (AWS/Azure/GCP).

Responsibilities

• Provide end-to-end technical support for enterprise customers using the company's payment platform.
• Troubleshoot and resolve complex production issues involving APIs, payment processing and cloud-based services.
• Investigate incidents, perform root cause analysis (RCA) and coordinate resolution with Engineering, Product and Operations teams.
• Monitor production environments, investigate alerts and help maintain platform reliability and performance.
• Support customer onboarding, product launches and API integrations.
• Ensure all client requests are managed within agreed SLAs.
• Contribute to continuous improvement by enhancing support processes, documentation and operational efficiency.
• Collaborate with Software Engineering, DevOps, Site Reliability Engineering (SRE), Product and Customer Success teams to deliver an exceptional customer experience.
• Participate in a 24/7 rotational support schedule, including evenings, weekends and public holidays.

Skills

Technical support

SaaS

REST APIs

Incident management

SLA

SQL

Linux

Docker

Kubernetes

Cloud platforms

Communication

Tools

Grafana

Datadog

Splunk

Jira

Zendesk

ServiceNow

Job description

Key Responsibilities

• Provide end-to-end technical support for enterprise customers using the company's payment platform.
• Troubleshoot and resolve complex production issues involving APIs, payment processing and cloud-based services.
• Investigate incidents, perform root cause analysis (RCA) and coordinate resolution with Engineering, Product and Operations teams.
• Monitor production environments, investigate alerts and help maintain platform reliability and performance.
• Support customer onboarding, product launches and API integrations.
• Ensure all client requests are managed within agreed Service Level Agreements (SLAs).
• Contribute to continuous improvement by enhancing support processes, documentation and operational efficiency.
• Collaborate with Software Engineering, DevOps, Site Reliability Engineering (SRE), Product and Customer Success teams to deliver an exceptional customer experience.
• Participate in a 24/7 rotational support schedule, including evenings, weekends and public holidays.

About You

We're looking for a technically curious problem-solver who enjoys working in fast-paced production environments and delivering exceptional customer support.

Essential Experience

• Experience as a Technical Support Engineer, Application Support Engineer, Production Support Engineer, Platform Support Engineer or similar.
• Experience supporting SaaS, FinTech, Payments, Banking or cloud-based technology platforms.
• Strong troubleshooting, analytical and problem-solving skills.
• Experience supporting REST APIs, API integrations, web services and production environments.
• Knowledge of incident management, root cause analysis (RCA) and SLA-driven support.
• Experience with ticketing and monitoring tools such as Jira, Zendesk, ServiceNow, Grafana, Datadog, Splunk or similar.
• Working knowledge of SQL, Linux, Docker, Kubernetes, AWS, Azure or Google Cloud Platform (GCP) is advantageous.
• Excellent communication and stakeholder management skills with a customer-first mindset.
• Willingness to work rotational shifts in a 24/7 support environment.