2nd Line Technical Support Specialist at Weaver Fintech Ltd

Role Overview

• The 2nd Line Technical Support Specialist provides advanced technical support and serves as a bridge between frontline customer service and technical teams. This role focuses on resolving complex customer issues, training 1st line support staff, managing escalations to Product Owners and development teams, and liaising with third-party suppliers to ensure seamless service delivery in a fast-paced FinTech environment.

Scope

• This role covers PayJustNow and MVNO / PJN Mobile support operations, including advanced troubleshooting, technical escalations, bug tracking, third-party vendor coordination, and internal training delivery. The role requires deep systems‑level reasoning across Payments, MVNO, APIs, and third‑party integrations to efficiently diagnose issues and understand upstream/downstream impacts

Key Responsibilities
Advanced Technical Support & Troubleshooting

• Handle escalated customer queries that require technical knowledge and problem-solving skills.
• Conduct in-depth troubleshooting and root-cause analysis for complex issues across PayJustNow and PJN Mobile platforms.
• Reproduce, document, and analyze bugs or system anomalies to provide detailed reports to development teams.
• Provide technical guidance to 1st line support during live customer interactions when needed.

Training & Knowledge Development

• Train, mentor, and upskill 1st line support team members on technical processes, product features, and troubleshooting methodologies.
• Develop and maintain comprehensive training materials, knowledge base articles, and troubleshooting guides.
• Conduct regular training sessions and workshops to enhance team capabilities and ensure consistent service delivery.
• Update support documentation to reflect product changes, new features, and resolved technical issues.

Product Owner & Development Team Liaison

• Raise, track, and escalate bugs and technical issues to Product Owners and development teams with detailed documentation.
• Provide feedback on customer pain points, product gaps, and enhancement opportunities based on support interactions.
• Participate in sprint planning, bug triage meetings, and product reviews to represent customer support perspectives.
• Understand the software development lifecycle and coordinate with technical teams on issue prioritization and resolution timelines.

Third-Party Supplier Management

• Liaise with third-party vendors and service providers (e.g., payment processors, mobile network operators) to resolve technical issues.
• Coordinate with external suppliers on system integrations, API issues, and service interruptions.
• Escalate supplier-related issues and ensure timely resolution according to SLAs.
• Maintain documentation of supplier contacts, escalation procedures, and issue resolution protocols.

Quality Assurance & Process Improvement

• Monitor and analyze support tickets to identify recurring issues, trends, and opportunities for improvement.
• Contribute to the development and refinement of support processes, workflows, and escalation pathways.
• Perform quality checks on 1st line support interactions to ensure adherence to standards and best practices.
• Recommend improvements to tools, systems, and knowledge resources based on support insights.

Incident Management & Communication

• Support incident response efforts by providing technical expertise and coordinating with relevant teams.
• Document incident details, actions taken, and resolutions for post-incident reviews.
• Communicate technical issues and their status to 1st line teams, ensuring clear and timely updates.

About You

• 3–5 years of experience in customer support or technical support roles, with demonstrated progression to advanced troubleshooting.
• Experience in FinTech, financial services, or technology-driven environments is highly advantageous.
• Proven ability to troubleshoot complex technical issues and communicate solutions clearly to both technical and non-technical audiences.
• Experience training or mentoring junior team members.

Core Technical Strengths

• Advanced troubleshooting and problem-solving skills
• Understanding of software development processes and bug tracking methodologies
• Familiarity with APIs, system integrations, and third-party service coordination
• Knowledge base management and technical documentation skills
• Customer-centric mindset with excellent communication skills

What We Offer

• The opportunity to work across two of South Africa's most exciting fintech brands.
• A collaborative environment that encourages experimentation and growth.
• Professional development opportunities in technical support and FinTech operations.
• Hybrid work model with autonomy and flexibility.
• Competitive compensation and benefits within a purpose-led, growth-focused organisation.

Deadline:27th February,2026