Ops Support Engineer

Operations Support Engineer

Location: Accra, Ghana

Reports to: Operations Support Team Lead

Context of the role

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 point for Ops Support Technicians during shifts.
• Own the process of correcting recurring issues (problems) by identifying patterns, performing deep investigations (if necessary with the assistance of Platform Engineering teams) and proposing improvements and/or solutions, including participating in problem reviews and post-incident analysis to reduce repeat issues.
• Update, refine, and expand runbooks, SOPs, and knowledge base documentation.
• Prepare and/or review Methods of Procedure (MOPs) ahead of Change Request deployments
• Deploy Change Requests to the Production environment, if and when necessary considering the nature and complexity of the Change.
• Act as Level 2 Support for end-user Customer Care Support, in coordination with the partners’ own Customer Care teams (L1 Support), resolving customer complaints and escalations, in accordance with SLA.
• Work with partner Call Center agents and other staff, train them to handle end-user queries and to efficiently and effectively escalate queries to Ezra when necessary.
• Report on Customer Care requests and their resolution, and propose permanent and scalable solutions to address recurring issues.
• Mentor and coach Ops Support Technicians, building team capability.
• Contribute feedback, design and implement improvements to monitoring setups, alerting, and escalation workflows to improve efficiency.
• Lead shift handovers by providing context and highlighting risks/trends.

Qualifications and Experience:

• A bachelor’s degree in computer science, programming, or a related field.
• 3+ years of hands-on experience in configuring, deploying, and supporting client systems within a highly managed environment.
• Proven track record in L1 Support and Customer Care within B2B2C or B2C settings, particularly in the fintech, banking, or telecom sectors.
• Proficiency with workstations and rack-mounted server hardware, including BIOS and RAID configurations.
• Strong familiarity with operating systems, including Windows and various Linux distributions (e.g., BSD, Red Hat, Fedora, SUSE, CentOS, Ubuntu, and Debian).
• Experience with common tools such as Jira, Confluence, Grafana, Zabbix, etc.
• Basic scripting knowledge, and familiarity with SQL for database queries.
• Understanding of network fundamentals and protocols, including TCP/IP, DNS, and VPN configurations.

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.