- Experiência
- 3+ anos
- Salário
- —
- Vagas
- 1
- Publicado
- há 5 horas
- Modo de trabalho
- No escritório
- Educação
- Diploma de bacharel
- Elegibilidade
- Candidates with a bachelor’s degree in computer science, programming, or a related field, and at least 3 years of relevant hands-on support experience in managed environments are suitable. Prior exposure to L1 support and customer care in fintech, banking, or telecom is preferred.
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Descrição da vaga
Role overview
Ezra is hiring an Operations Support Engineer based in Accra, Ghana. This is a senior position within a round-the-clock operations function, supporting incident monitoring, deeper technical analysis, and continuous improvement across operational processes. The role reports to the Operations Support Team Lead and acts as a key link between L1 support and the higher support tiers.
What the role involves
Along with standard technician-level support, this position is expected to take on more complex troubleshooting, serve as an escalation contact during shifts, and help improve the way support work is documented and executed. The engineer will also guide technicians, strengthen runbooks and SOPs, and contribute to better monitoring, alerting, and handover practices.
Key responsibilities
- Investigate and resolve issues beyond standard scripts and documented procedures before passing them on.
- Serve as a shift escalation contact for Ops Support Technicians.
- Identify recurring failures, analyze underlying patterns, and work with Platform Engineering when deeper analysis is needed to reduce repeat incidents.
- Take part in problem reviews and post-incident analysis, and suggest practical fixes or process enhancements.
- Maintain, improve, and expand runbooks, SOPs, and knowledge base materials.
- Draft or review Methods of Procedure (MOPs) before change deployments.
- Deploy change requests to production when the change complexity and risk level make that appropriate.
- Provide Level 2 support for end-user customer care issues in coordination with partner customer care teams, while meeting SLA expectations.
- Train partner call center staff and other team members on handling user queries and escalating issues effectively.
- Track customer care cases, report on outcomes, and recommend scalable fixes for repeated issues.
- Coach and mentor Ops Support Technicians to strengthen team capability.
- Help improve monitoring configurations, alerting logic, and escalation flows.
- Run shift handovers with clear context, including trends, risks, and important operational observations.
Qualifications and experience
The ideal candidate holds a bachelor’s degree in computer science, programming, or a related discipline and brings at least 3 years of direct experience configuring, deploying, and supporting client systems in tightly controlled environments.
Experience in L1 support and customer care within B2B2C or B2C environments is important, especially in fintech, banking, or telecom settings. The role also calls for hands-on familiarity with workstation and rack server hardware, including BIOS and RAID setup, plus solid knowledge of Windows and multiple Linux distributions such as BSD, Red Hat, Fedora, SUSE, CentOS, Ubuntu, and Debian.
Additional technical exposure should include tools like Jira, Confluence, Grafana, and Zabbix, along with basic scripting ability, SQL query knowledge, and a working understanding of networking fundamentals such as TCP/IP, DNS, and VPN configuration.
About Ezra
Ezra builds B2B digital lending solutions for emerging markets through partnerships with mobile and digital wallet operators as well as financial service providers. The company operates across 23 countries in Africa, the Middle East, and Asia, with key offices in Nairobi and Dubai.
Its core products include Airtime Credit Services (ACS), Nano, and Buy Now Pay Later (BNPL). ACS provides airtime or data advances to prepaid mobile users who are running low on credit. Nano offers on-demand micro cash advances to mobile wallet users. BNPL supports installment-based payments for products and services.
As a technology- and data-led business, Ezra uses its platform to assess eligibility, create offers, manage risk, issue loans, recover payments, optimize performance, and handle reporting, reconciliation, and billing. The company processes around 21 million loan requests and 1.4 TB of data daily across its markets, so reliability, security, and resilience are essential. It is also working on new ways to use platform and transaction data to improve existing products and create new opportunities.
Additional information
Location: Accra, Ghana. The role is part of a 24/7 operations environment and reports to the Operations Support Team Lead.