Technical Support Engineer (L1 & L2) - Payments Platform

About the role

Cellulant, a payments company serving businesses, banks and global brands across Africa, is hiring a Technical Support Engineer (Level 1 & 2) in Uganda, Ghana or Zambia. The role is the main face of technical support for high-value SLA customers and combines hands-on troubleshooting with IT service management principles. It is a full-time hybrid position based in Kampala.

Key responsibilities

• Provide Level 1 and Level 2 technical support and act as the primary contact for SLA customers, resolving issues and improving processes and tools.
• Monitor high-availability production systems, troubleshoot and resolve incidents quickly to meet customer SLAs.
• Maintain systems and applications in production environments and keep tickets accurate and communicated promptly.
• Analyze recurring and intermittent problems, escalate issues and follow them up.
• Lead the assigned support shift and manage knowledge gaps, contributing to training and knowledge-sharing sessions.

Required profile

• 5 years of experience in a busy IT service desk environment.
• Degree in Computer Science or a related field, or equivalent experience in IT, electrical or computer engineering, information systems or telecommunications.
• Proven technical support experience; ITIL v3/v4 certification is an added advantage.
• Excellent communication, problem-solving skills and ability to work with minimal supervision.

Required skills

• Proficiency in Linux and MySQL is mandatory.
• Advantageous: working knowledge of databases, networks, security standards and application development.
• Advantageous: ISO 20000 and ITIL v3/v4 standards.
• Advantageous: proficiency in a coding language.

What we offer

• Competitive pay benchmarked against experience, skills and market conditions.
• Personal time off and medical and life insurance benefits (where markets permit).
• Individualized career paths in a collaborative environment.