About Company
Paystack is a leading technology company that builds modern online payment solutions for businesses in Africa. We empower merchants to accept payments from anyone, anywhere in the world. Our mission is to transform how businesses on the continent get paid, simplify financial operations, and drive economic growth. As part of Stripe, we’re building the financial infrastructure for Africa, enabling businesses of all sizes to thrive in the digital economy. Join our dynamic team where innovation, customer obsession, and impact are at the core of everything we do.
Job Description
Are you a problem-solver with a passion for technology and a knack for helping others navigate complex systems? Paystack is actively seeking a dedicated and technically proficient Technical Support Engineer to join our growing team in Calabar. In this pivotal role, you will be the frontline hero for our merchants, providing expert technical assistance and ensuring their seamless experience with our payment platform. This isn’t just about fixing issues; it’s about understanding the underlying challenges, providing clear and concise solutions, and advocating for our merchants’ needs.
As a Technical Support Engineer at Paystack, you will be responsible for diagnosing and resolving a wide array of technical issues, ranging from API integration challenges and webhook configurations to transaction failures and dashboard functionalities. You will communicate effectively with both technical and non-technical users, translating complex technical jargon into understandable terms. You’ll become an expert in Paystack’s products and services, guiding merchants through documentation, best practices, and troubleshooting steps. This role offers an incredible opportunity to directly impact the success of thousands of businesses across Africa, contributing to their growth and our platform’s reliability. You will work closely with our Engineering, Product, and Sales teams, acting as a crucial bridge between our users and our internal development processes. If you thrive in a fast-paced environment, possess excellent analytical skills, and are committed to delivering exceptional customer service, we encourage you to apply and help us continue building the future of payments in Africa.
Key Responsibilities
- Provide expert technical support to Paystack merchants via email, chat, and phone, troubleshooting and resolving complex issues related to API integrations, webhooks, payment processing, and other platform functionalities.
- Diagnose and investigate technical problems, identifying root causes and escalating to appropriate engineering teams when necessary, ensuring clear communication of findings.
- Educate merchants on Paystack product features, best practices, and technical documentation to help them maximize their use of our platform.
- Collaborate cross-functionally with Product, Engineering, and Sales teams to relay merchant feedback, identify recurring issues, and contribute to product improvements and new feature development.
- Create and maintain detailed documentation for common issues, troubleshooting guides, and FAQs to empower merchants and optimize support processes.
- Monitor system performance and proactively identify potential issues, contributing to the overall stability and reliability of the Paystack platform.
- Stay updated with the latest Paystack product releases, industry trends, and payment technologies to provide informed and accurate support.
- Participate in on-call rotations or after-hours support as required to ensure timely resolution of critical merchant issues.
Required Skills
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- Minimum of 3 years of experience in a technical support, IT support, or similar customer-facing technical role.
- Strong understanding of web technologies, RESTful APIs, JSON, and common programming languages (e.g., Python, PHP, Node.js, Ruby).
- Excellent problem-solving and analytical skills with a methodical approach to troubleshooting.
- Exceptional verbal and written communication skills, with the ability to explain complex technical concepts clearly to both technical and non-technical audiences.
- Proficiency in using helpdesk software, CRM systems, and other support tools.
- Demonstrated ability to work independently and as part of a team in a fast-paced, dynamic environment.
- Strong customer service orientation and a commitment to merchant satisfaction.
Preferred Qualifications
- Experience with payment gateway integrations or financial technology (Fintech) products.
- Familiarity with database concepts and querying (e.g., SQL).
- Experience working with remote development teams.
- Knowledge of scripting languages for automation (e.g., Bash, Python).
- Previous experience contributing to technical documentation or knowledge bases.
Perks & Benefits
- Competitive salary and performance bonuses.
- Comprehensive health insurance.
- Generous paid time off and holidays.
- Opportunities for professional development and continuous learning.
- Access to cutting-edge tools and technologies.
- Collaborative and inclusive work environment.
- Team events and social gatherings.
- Contribution to a product used by millions across Africa.
How to Apply
Interested and qualified candidates are encouraged to apply by clicking the application link below. Please ensure your resume highlights your technical support experience and relevant skills. We look forward to reviewing your application and potentially welcoming you to the Paystack team!