Team Lead, Technical Support

Who we are

Moniepoint is an all-in-one financial services platform for emerging markets and the second-fastest growing company in Africa.
Since 2019, Moniepoint's technology has powered over 3 million people, offering personal and business banking, payment, credit and business management tools to help them succeed. Moniepoint processed $182 billion in 2023, and currently processes the majority of the POS transactions in Nigeria. 

Curious about what makes Moniepoint an incredible place to work? Check out posts on how we cultivate a culture of innovation, teamwork, and growth.

About the role 
We are seeking an experienced Technical Support Engineer Team Lead to lead a team of technical support engineers responsible for the stability, integrity, and performance of our enterprise-level applications and services. The ideal candidate will not only oversee day-to-day support operations but also enhance monitoring systems, streamline incident management, and ensure top-tier customer support experiences. This role is crucial for minimizing escalations, resolving issues proactively, and improving team efficiency in a 24/7 environment.

Team Leadership

• Lead, mentor, and manage a team of technical support engineers to deliver high-quality support for enterprise applications.
• Foster a collaborative team environment and provide professional growth opportunities.

Monitoring and Observability

• Design and implement in-depth monitoring and observability frameworks for applications and services.
• Ensure timely detection and resolution of performance or availability issues using tools like Grafana, New Relic, or Datadog.

Escalation Management

• Act as an escalation point for complex customer issues handled by technical support engineers.
• Proactively address escalations to ensure customer satisfaction and timely resolution.

On-Call Schedule Oversight

• Manage and oversee the 24/7 on-call schedule, ensuring continuous support availability.
• Ensure on-call engineers are prepared and equipped to handle incidents effectively.

Incident Management

• Lead the creation and maintenance of incident runbooks to guide the team during critical situations.
• Act as an incident manager when required, stepping in for unavailable engineers or during high-severity incidents.

Incident Resolution Improvements

• Drive efforts to increase the number of incidents resolved by support engineers, reducing the need for escalations.
• Collaborate with engineers to analyze root causes and implement permanent fixes to recurring issues.

Documentation and Knowledge Sharing

• Lead the team in documenting processes, workflows, and incident resolutions.
• Ensure that documentation is up-to-date, comprehensive, and accessible.

Stakeholder Collaboration

• Work closely with product and engineering teams to address bugs, enhance system resilience, and support infrastructure optimization efforts.

Experience:

• Minimum of 5 years supporting enterprise applications in a technical support or similar role.
• At least 2 years of experience leading a team in a technical capacity.

Technical Skills:

• Expertise in cloud infrastructure setup, Kubernetes-managed environments, and container orchestration.
• Strong familiarity with application performance monitoring tools like New Relic or Datadog.
• Experience setting up and managing monitoring dashboards using Grafana.
• Proficiency in troubleshooting using stack traces, log files, and APIs.
• Knowledge of SQL databases (e.g., MySQL) and basic programming or scripting concepts.

Additional Requirements:

• Strong organizational skills with the ability to manage team schedules and priorities.
• Experience being on-call and managing escalations in a high-pressure environment.
• Excellent communication and stakeholder management skills.
• Familiarity with continuous integration/delivery principles and network troubleshooting tools.

What we can offer you

• Culture - We put our people first and prioritize the well-being of every team member. We've built a company where all opinions carry weight and where all voices are heard. We value and respect each other and always look out for one another. Above all, we are human.
• Learning - We have a learning and development-focused environment with an emphasis on knowledge sharing, training, and regular internal technical talks.
• Compensation - You'll receive an attractive salary, pension, health insurance, annual bonus, plus other benefits.

What to expect in the hiring process

• A preliminary phone call with the recruiter
• A technical interview with the Hiring Manager
• A behavioural and technical interview with a member of the Executive team. 

Moniepoint is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates.