Technical Support Engineer

We are looking for a Technical Support Engineer with experience in telecom, mobile money, banking, payments, or transaction-processing environments.

The technical support Engineer will be responsible for the following duties and responsibilities

• Receive and triage issues reported by customers, agents, and merchants through the contact centre and branch network.

• Verify transaction status — completed, pending, failed, or reversed — before advising customers.

• Handle first-line requests including PIN resets, account/KYC verification, statement clarification, incorrect-recipient transfers, and notification issues.

• Support agent and merchant enquiries related to float balances, till accounts, commissions, and onboarding.

• Escalate unresolved issues to L2 with complete diagnostic information.

• Identify recurring issues that may represent a wider incident rather than individual tickets.

• Record actions, findings, and customer communication accurately in the ticketing system. 

• 2–3 years of technical support experience in telecommunications, banking, payments, mobile money, or a similar environment.

• Good understanding of mobile money concepts, including wallets, cash-in/cash-out, P2P transfers, agent/merchant float, commissions, bill payments, airtime top-up, and wallet-to-bank transfers.

• Practical SQL skills, including joins, filtering, aggregation, and time-bounded queries.

• Working knowledge of Linux, including remote access, log searching, file navigation, and service/disk checks.

• Strong discipline when working in production environments.

• Ability to prepare complete technical escalations with transaction references, timestamps/time zones, amounts, channels, counterparties, errors, and troubleshooting already performed.

• Strong written and verbal customer communication skills.

Preferred 

• Experience with mobile money/payment platforms such as Huawei, Comviva, Ericsson, Fundamo, or similar.

• Basic Python or shell scripting knowledge.

• Exposure to USSD, SMPP, or SMS infrastructure.

• Bachelor’s degree in Computer Science, Engineering, IT, or a related field. Equivalent practical experience will also be considered.

Interested and qualified candidates are welcome to submit their CV to our email address before the application deadline. Please mention the job title in your email subject. Only shortlisted candidates will be contacted 

Submission Email: alii@latro-ms.com and cc shoaiba@latro.com