Ezra
FinTech
OperationsSupportEngineer
Neural analysis suggests this role is
optimal for Senior candidates.
“Operations Support Engineer at Ezra. Skills: Operations support, Incident management, Process improvement. Perform advanced troubleshooting. Act as escalation point”
Industry & Context.
Root cause analysis; Troubleshooting; Deep investigation
French-speaking, 24/7 operations team
What They're Looking For.
Must Have
3+ years hands-on experience, Bachelor's degree in computer science, Proficiency with workstations and servers, Familiarity with Windows, Familiarity with Linux distributions, Basic scripting knowledge, Familiarity with SQL, Understanding of network fundamentals, Understanding of TCP/IP, Understanding of DNS, Understanding of VPN configurations
Nice to Have
Fluency in French, Fluency in English
What You'll Do.
Perform advanced troubleshooting
Act as escalation point
Own process of correcting recurring issues
Perform deep investigations
Participate in problem reviews
Participate in post-incident analysis
Update knowledge base
Refine knowledge base
Expand knowledge base
Prepare Methods of Procedure
Review Methods of Procedure
Deploy Change Requests
Act as Level 2 Support
Resolve customer complaints
Work with partner agents
Report on Customer Care requests
Propose permanent solutions
Propose scalable solutions
Contribute feedback to monitoring
Design monitoring improvements
Implement monitoring improvements
Contribute feedback to alerting
Design alerting improvements
Implement alerting improvements
Contribute feedback to escalation workflows
Design escalation workflow improvements
Implement escalation workflow improvements
Provide context during handovers
Highlight risks during handovers
Highlight trends during handovers
How You'll Work.
Team & Collaboration
Cross-functional teams; Platform Engineering teams; Partner Customer Care teams; Partner Call Center agents
Communication Scope
Professional communication
Full Job Description
Who is Ezra? Company overview: Ezra provides B2B digital lending solutions for emerging markets in partnership with mobile and digital wallet operators and financial service providers. Ezra supports 24 operations in 23 countries, across Africa, the Middle East and Asia. Our key office locations are in Nairobi, Kenya and Dubai, UAE. Our flagship products are Airtime Credit Services (ACS), Nano and BNPL. ACS is an airtime or data advance offered to prepaid mobile subscribers at the point of low credit. Nano is a micro cash advance offered to mobile wallet users on demand. BNPL facilitates payment installments for products and services As a FinTech company, our business is entirely technology and data driven, from determining subscriber eligibility, generating relevant offers, managing risk, loan issuance, recovery, optimizing performance and reporting, reconciliation and billing. Each day we process approximately 21M loan requests and 1.4 TB of data across our markets. This process needs to be robust, reliable and secure. But it doesn’t end there. We’re exploring new ways of using our platform and transactional data to improve our products and develop new product opportunities. Operational Support Engineer Location: Cameroon Reports to: Operational Support Team Lead About the role: We are seeking an experienced French-speaking Ops Support Engineer. The Ops Support Engineer is a senior member of the 24/7 operations team. In addition to monitoring and triaging incidents, this role is expected to drive deeper technical investigation, mentor technicians, and contribute to improving operational processes and runbooks. Engineers serve as escalation points within the L1 team and act as a bridge between L1 and L2/L3 support. Key responsibilities: Above and beyond the tasks performed at a Technician level, Ops Support Engineers also have the following responsibilities: Perform advanced troubleshooting beyond standard scripts and SOPs before escalation. Act as an escalation poi
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