Technical Support Engineer

About Kora Kora is a global fiat and stablecoin payment infrastructure company. We provide the rails that financial institutions, fintechs, and enterprises use to move money across borders reliably and at scale. We started in Africa and now operate across multiple markets, building the infrastructure that enables businesses to connect, transact, and grow globally. We are not a payments app or a wallet. We are the layer underneath: the settlement infrastructure, compliance engine, and connectivity that make cross-border payments work for the companies and institutions that build on top of us. . At the heart of everything we do is our vision to create a future void of digital financial barriers. We are committed to delivering secure, reliable, and easy-to-use financial solutions that help our customers grow and better serve the people who rely on them. To achieve this, we need curious, driven, and thoughtful people who are ready to solve meaningful problems and build systems that last. At Kora, we believe in finding water in the desert and picking the sand in the ocean. We take on difficult challenges, pursue excellence, and find a way forward even when the path is not obvious. About the Role As a Technical Support Engineer at Kora, you will be responsible for ensuring our merchants’ technical queries are resolved in time. In this role, you will be working closely with the Engineering and Merchant Success teams by assisting our merchants in resolving queries and escalating issues to the Engineering team. Reporting Relationships & Stakeholder Engagement: • Report to the CTO working as part of the ever-innovative Engineering team. • Working collaboratively with our CTO (Chief Technology Officer), Product Management, Product Design, Merchant Success, Business, Compliance, and Information Security teams. Your Mission: • Provide technical support: Support merchants across phone, email, chat, and other channels before, during, and after onboarding, ensuring a strong customer experience. • Troubleshoot and resolve issues: Investigate technical and product-related issues, take ownership of incidents, resolve them within SLA, and escalate complex or critical issues appropriately. • Collaborate across teams: Work closely with Merchant Success, Product, Engineering, and integration partners to identify bugs, resolve issues, and ensure successful product integrations. • Manage merchant relationships: Own the technical relationship with merchants, understand their business and technical needs, recommend suitable solutions or product enhancements, and support successful integrations and ramp-up. • Improve processes and knowledge: Document issues and resolutions, maintain knowledge bases and reports, provide customer feedback to Product teams, and identify opportunities to automate routine processes. You’ll be a strong fit for this role if you have: • A minimum of 3 years of experience in a similar role in a B2B environment, financial services or banking industry. • Experience in dealing with customers from a technical approach. • Experience working with and understanding APIs and API testing platforms and the capability of explaining them to third parties. • Strong knowledge of financial technologies, such as payment processing, financial data analysis, and compliance. • Great written and verbal communication skills - needed for communicating with a range of people, both internally and externally, as well as good presentation skills. • Passion for customer success and deep interest in understanding client needs. • Experience in delivering client-focused solutions based on customer needs. • Excellent interpersonal and communication skills to build effective relationships with customers and ability to explain technical issues to non-technical stakeholders. • Exceptional organizational skills, with the ability to manage multiple activities and projects at the same time. • Experience with CRM and ticketing systems, such as Zendesk or Salesforce. • Strong analytical and problem-solving skills. • Proven understanding of the Fintech space and the disruptive opportunities being created. • Good knowledge of SQL, especially MySQL. Interview Process: We want to set everyone up for success, so here's the breakdown on how we hire. Our interview process is a two-way street, allowing you to get to know Kora while helping us understand how you think, work, and what you'll bring to the team. Most candidates complete the process within 3 weeks, with around 2.5 hours of interview time in total, though this may vary depending on the role. Your schedule is really important to us, so we promise to be as flexible as possible! Interviews for this role will be conducted virtually  (We'll let you know in advance if an in-person meeting is required at any stage). • Recruiter Phone Screen [15 mins] - This is a brief introductory conversation with a member of our People and Culture team. We’ll learn more about you, your experience, career interests, and what you are looking for in your next opportunity. You’ll also have the chance to learn more about Kora, the role, and our ways of working as we assess whether there is an initial fit. • Team Interview Stage [1 hour] - At this stage, we’ll take a deeper look at your professional background and explore how your skills, experience, and approach align with the role. You’ll meet your prospective manager and other team members you may work with across the business. Where relevant, we may also discuss your technical assessment and ask questions about the thinking behind your submission. This is a two-way conversation, so we encourage you to bring any questions you may have about the role, the team, our ways of working, or life at Kora. • Cultural Fit Interview/Final Interview Round [1 hour]  (Our Core Values) - At this stage, you will have a conversation with the COO, the Head of People and Culture, and the Head of the team you are being considered for. The purpose of this session is to get to know you better and understand how your values, beliefs, and approach to work align with Kora’s culture and core values. There are no right or wrong answers. We encourage you to be open, authentic, and thoughtful as you share your experiences and perspectives with the panel. • The Result: Are we a good fit?: Once the interview process is complete, our team will come together to review the feedback from each stage and determine whether we’re the right fit for one another. We understand the time and effort involved in a job search, so we approach every hiring decision thoughtfully and carefully. Whatever the outcome, we’ll communicate our decision clearly and share meaningful feedback on your interview experience. People who do great work deserve to feel supported. That’s why we are intentional about creating a workplace that offers flexibility, encourages continuous learning, and gives everyone a genuine sense of belonging. Our benefits are designed to help you thrive both at work and in your personal life, because supporting you also means supporting the people and priorities that matter most to you. Learn more about our perks and benefits here. Equal Opportunity Employer Kora is an equal opportunity employer committed to building a diverse, inclusive, and equitable workplace. We make employment decisions based on qualifications, experience, merit, and business needs, without discrimination. We welcome applications from people of all backgrounds and particularly encourage candidates from underrepresented communities to apply. We are also committed to making our recruitment process accessible. Please let us know if you require any reasonable accommodations at any stage of the process. Any information you share will be treated confidentially and used only to provide the support you need. For more information about how we collect, use, and protect candidate information, please review our HR Data Privacy Notice here.