Technical Support Engineer

About Chapa

Chapa Financial Technologies S.C. is an online payment gateway that empowers small businesses and large merchants to accept local or international payments from their customers via our APIs and Chapa's platform. The company primarily focuses on securely solving payments-related problems for ambitious businesses and governmental organizations in developing countries, mainly Ethiopia. Chapa offers services in the following areas: Payment Gateway and Bill Aggregator Solutions.

Job Description

We are looking for a talented Tech Support Engineer to join our team at Chapa. The ideal candidate

- Act as a technical point of contact for escalated support cases involving APIs, SDKs, and platform behavior.

- Perform deep-dive investigations into system logs, database entries, and integration flows to identify root causes.

- Reproduce and document bugs or irregularities before escalating to development teams.

- Write and maintain internal tools/scripts to improve support efficiency and automation.

- Partner with DevOps and Engineering to resolve infrastructure-level issues.

- Assist with onboarding and supporting technical partners such as merchants and third-party developers.

- Provide technical feedback to product teams to improve usability and reduce future support load.

- Maintain detailed documentation of recurring technical challenges and solutions.

- Monitor system health dashboards and proactively act on anomalies impacting user experience.

• Educational Background: Bachelor’s degree in Computer Science, Information Technology, Software Engineering or a related field.
• Experience: Minimum of 2-3 years of experience in technical support preferably in the fintech or payment solutions industry.
• Analytical Skills: Excellent problem-solving and analytical skills, with a keen attention to detail.
• Communication: Strong written and verbal communication skills, with the ability to clearly document and articulate issues and solutions.
• Team Collaboration: Proven ability to work effectively within a team environment and collaborate with cross-functional teams.

• Competitive Salary
• Lunch is served
• Employee Benefits