Technical Support Engineer at Koraplay

Koraplay is a web3-powered short form video social network platform where up-and-coming creators can monetize their contents and cash out earnings instantly.

About the role

• As a Technical Support Engineer at Kora, you will be responsible for supporting the timely resolution of our merchants’ technical queries. In this role, you will work closely with the Engineering and Merchant Success teams by assisting merchants with issue resolution and escalating more complex cases to the Engineering team.

Reporting Relationships & Stakeholder Engagement:

• Report to the CTO (Oluwasegun Adeleye) 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.

Requirements

Here are a couple of things you'll be doing:

• Provide technical support to merchants via phone, email, chat, and other communication channels during onboarding and ongoing use of Kora’s products, helping to ensure a smooth experience.
• Collaborate with the Merchant Success team and other internal teams to identify and report product bugs, escalating critical issues to the Product Development team as needed.
• Investigate and troubleshoot technical issues reported by merchants, seeking guidance from senior engineers when necessary.
• Assist in identifying and troubleshooting technical issues related to our products and services.
• Act as a first point of contact for technical problems relating to merchant and product rails, escalating complex issues appropriately.
• Escalate technical issues to the appropriate teams and follow up under guidance until resolution.
• Monitor integration channels and report technical issues to integration partners, keeping senior team members informed.
• Support the development of proactive ways to automate routine tasks within the team functions.
• Take ownership of assigned issues, handling and solving them depending on complexity, while consulting seniors for guidance when needed.
• Build and maintain positive relationships with merchants, acting as a supportive technical contact.
• Follow set procedures for proper escalation of issues to the appropriate team.
• Document and track merchant issues and resolutions in the knowledge base, preparing reports for review by senior engineers.
• Assist in expanding relationships with customers by supporting new product and operational initiatives.
• Help analyze prospects’ business and technical requirements, assisting senior team members in developing solutions that meet those needs.
• Support monitoring of product integration and ramp-up to ensure successful implementation.
• Assist in analyzing customer needs and suggesting possible upgrades or additional features under guidance.
• Work closely with the Product and Merchant Success teams to help customize specific products for customers.
• Provide developers with customer feedback to help identify potential new features or products.

Here's what are we looking for:

• A minimum of 1–2 years experience in a technical support, IT support, or customer-facing technical role in a B2B, fintech, banking, or SaaS environment.
• Experience dealing with customers from a technical support perspective.
• Basic experience working with and understanding APIs and API testing platforms and the ability to explain them to third parties.
• Foundational knowledge of financial technologies, including payment processing and digital financial products.
• Strong written and verbal communication skills for interacting with both technical and non-technical stakeholders.
• Passion for customer success and interest in understanding client needs.
• Ability to follow structured troubleshooting, documentation, and escalation processes.
• Good organizational skills with the ability to manage multiple tickets at once.
• Experience using CRM and ticketing systems such as Zendesk, Freshdesk, or Salesforce.
• Strong analytical and problem-solving skills with attention to detail.
• Basic knowledge of SQL, especially MySQL, is an added advantage

Method of Application