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