Job Description

Full job descriptionWho we areMoniepoint 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 roleWe 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.ResponsibilitiesTeam LeadershipLead, 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 ObservabilityDesign 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 ManagementAct 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 OversightManage 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 ManagementLead 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 ImprovementsDrive 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 SharingLead the team in documenting processes, workflows, and incident resolutions.Ensure that documentation is up-to-date, comprehensive, and accessible.Stakeholder CollaborationWork closely with product and engineering teams to address bugs, enhance system resilience, and support infrastructure optimization efforts.