Technical Support Engineer at Stitch

Description
The Role

Stitch is a developer-first API startup with a mission to deeply connect financial systems with the wider world. We provide an API which allows third-party apps and websites to interact with their user's bank accounts in ways that unlocks the ability for companies across Africa to build innovative technology products quickly.

Creating innovative financial products is incredibly difficult today, and we believe that unlocking the way people interact with their finances starts with enabling developers with the tools and infrastructure needed to execute on their vision.

We’re looking for a Technical Support Engineer who will assist with client issues - managing them from their first symptom to their eventual resolution and communicating with both external and internal counterparties throughout the process.

The ideal candidate is empathetic, collaborative, and energized by technical problem solving.

Responsibilities

• End-to-end management of technical support process: starting from issue-level identification and investigation, to prioritisation, and eventually to resolution
• Investigate bugs by identifying root causes of breaking issues and quantifying scope and severity of said issues
• Work interfunctionally with product & engineering teams to groom bugs, escalate when necessary and implement interventions, all the while communicate with customer-facing teams on resolution timelines
• Manage platform status updates and tooling
• Monitor client performance (usage, errors, etc.) and proactively flag issues that arise with key clients

Requirements

• 3 - 4 years experience in a technical support role for a tech-focused company (advantageous: startup or venture-backed)
• Experience with managing support cases throughout the entire lifecycle
• Experience with implementing and designing a support stack (ZenDesk, Salesforce, etc.)

Advantageous

• Functional programming experience
• Web Application Experience (React)
• Experience with Kubernetes
• Understanding of the actor programming model

A snapshot of our current stack

• Typescript
• Kubernetes
• Node.js
• Puppeteer
• GraphQL
• React
• Next.js
• Nact (actor model)
• IdentityServer4 (dotnet core)
• PostgreSQL
• Github & Github Actions

Benefits
 HQ and Remote Work Stitch HQ is in Cape Town, South Africa. Remote team members will have the opportunity to visit our beautiful city regularly. We work both in-person and remotely. and...team lunches every day! With friends, family, pets - everyone's invited!

 Culture & Values Stitch has a culture that emphasizes sustainable processes, kindness, and work-life balance. We value diversity in all its forms and believe that a broad range of lived experiences makes our team and product stronger. This is especially important to us as our leadership team includes diverse racial backgrounds and members of the LGBTQ+ community.

 Our Investors Stitch is a well-funded venture-backed startup. Our network of global investors include the co-founders of Venmo, Klarna and Flutterwave, and founding team members from Plaid and Revolut. Our network of investor funds include firstminute capital, Raba Partnership, CRE and Village Global, bringing backing from LPs such as Bill Gates, Mark Zuckerberg, Eric Schmidt and Jeff Bezos.

This funding gives us the capital to make sure that all employees are empowered to do their jobs, and incorporates industry veterans who will help us grow and operate a multinational fintech startup.
 Developers! We care deeply about developer experience and aim to provide tools and systems that software engineers will rave about. The team has collectively had a great deal of experience building fintech and developer-facing products in Africa and other emerging markets.