Technical Support Engineer

Responsibilities:

Front-Line User Success (The "Help" Pillar):

• Real-Time Support: Own the live chat interface to answer "How do I...?" questions and
• guide users through core workflows.
• Unsticking Users: Proactively identify when a user is struggling with a specific action and provide the direct steps (or screen recordings) to get them past the finish line.
• Education: Transform common questions into simple "Self-Help" articles to build our initial Knowledge Base.

Technical Liaison (The "Dev" Pillar):

• Bug Diagnosis: When a user reports an issue, you don't just "pass it on." You investigate.
• You use Browser DevTools and logs to find the root cause.
• Jira/Ticket Management: Translate user issues into high-quality technical tickets. Every
• ticket you write must include: Clear "Steps to Reproduce," Expected vs. Actual behavior. Technical environment (OS, Browser, App Version), Impact level (Low/Medium/High/Blocker).
• Progress Tracking: You own the "Feedback Loop." You track the status of bugs in the dev sprint and are responsible for notifying the user the moment a fix is deployed.

Requirements:

• Experience: 3+ years in a SaaS-specific support role (FinTech, EdTech, or DevTools
• preferred).
• Communication: You can pivot from a friendly, empathetic chat with a frustrated user to a cold, clinical, and precise bug report for a developer.
• Tools: Proficient in Jira/Linear, Intercom/Zendesk, and Loom.
• Technical Curiosity: You aren't afraid of looking at a JSON payload or checking a network request to see why a button didn't trigger an action.
• Languages: Proficiency in French is an added Advantage.

Remuneration: NGN 400,000- NGN 500,000