Exciting Career Opportunity at Ezra

Exciting Career Opportunity at Ezra

POSITION: Ops Support Engineer 

Are you a seasoned technical professional ready to take on advanced challenges in a dynamic fintech environment? Do you possess the skills to troubleshoot complex issues, mentor team members, and improve operational processes? Ezra seeks an Ops Support Engineer to join their 24/7 operations team. This senior role places you at the heart of digital lending solutions across Africa, the Middle East, and Asia. If you are ready to bridge the gap between Level 1 and Level 3 support while driving deeper technical investigation, this opportunity deserves your attention.

Why Ezra

Ezra provides B2B digital lending solutions for emerging markets, partnering with mobile operators, digital wallet providers, and financial service institutions. With 24 operations across 23 countries, Ezra supports millions of customers accessing credit through familiar digital platforms. Our key office locations include Nairobi, Kenya and Dubai, UAE. When you join Ezra, you become part of a team dedicated to financial inclusion and technological innovation. Your work ensures that lending platforms remain reliable, secure, and responsive to customer needs across diverse markets.

Job Summary

As a senior member of the operations team, you will go beyond standard monitoring and triage. You will drive deeper technical investigation, mentor technicians, and contribute to improving operational processes and runbooks. Engineers in this role serve as escalation points within the L1 team and act as a bridge between L1 and L2/L3 support. Your expertise will directly impact system stability and customer satisfaction.

What You Will Do

Your responsibilities span advanced troubleshooting, problem management, documentation, customer care, and team development. Here is a detailed look at your key tasks:

Perform Advanced Troubleshooting

• You will go beyond standard scripts and SOPs when issues arise. Your advanced skills allow you to investigate deeper before escalation.

Act as Escalation Point

• You will serve as the go to person for Ops Support Technicians during shifts. When they encounter challenges beyond their scope, you step in.

Own Problem Management

• You will drive the process of correcting recurring issues by identifying patterns and conducting deep investigations. When necessary, you collaborate with Platform Engineering teams to find solutions.
• Participating in problem reviews and post incident analysis reduces repeat issues and strengthens system reliability.

Improve Documentation

• You will update, refine, and expand runbooks, SOPs, and knowledge base documentation. Clear guidance helps the entire team respond faster and more effectively.

Manage Change Requests

• You will prepare and review Methods of Procedure ahead of Change Request deployments. When the nature and complexity of a change requires it, you deploy directly to the Production environment.

Support Customer Care

• You will act as Level 2 Support for end user Customer Care, coordinating with partners’ own Customer Care teams. Resolving customer complaints and escalations in accordance with SLAs keeps satisfaction high.
• Working with partner Call Center agents, you will train them to handle end user queries and escalate efficiently to Ezra when necessary.
• Reporting on Customer Care requests and their resolution allows you to propose permanent and scalable solutions for recurring issues.

Mentor and Coach Technicians

• You will mentor and coach Ops Support Technicians, building team capability. Your guidance helps them grow and perform at higher levels.

Improve Monitoring and Workflows

• You will contribute feedback and implement improvements to monitoring setups, alerting, and escalation workflows. Efficiency gains benefit the entire operation.

Lead Shift Handovers

• You will lead shift handovers by providing context and highlighting risks and trends. Clear communication ensures seamless transitions.

What You Bring to the Role

We seek a candidate with technical depth, relevant experience, and a commitment to excellence. Here are the qualifications and attributes you need:

Education and Experience

• You hold a bachelor’s degree in computer science, programming, or a related field.
• You possess 3+ years of hands on experience in configuring, deploying, and supporting client systems within a highly managed environment.
• A proven track record in L1 Support and Customer Care within B2B2C or B2C settings prepares you for success. Experience in fintech, banking, or telecom sectors is particularly valuable.

Technical Proficiency

• You demonstrate proficiency with workstations and rack mounted server hardware, including BIOS and RAID configurations.
• Strong familiarity with operating systems includes Windows and various Linux distributions such as BSD, Red Hat, Fedora, SUSE, CentOS, Ubuntu, and Debian.
• Experience with common tools like Jira, Confluence, Grafana, Zabbix, and similar platforms supports your daily work.
• Basic scripting knowledge and familiarity with SQL for database queries enable efficient data handling.
• Understanding network fundamentals and protocols, including TCP/IP, DNS, and VPN configurations, rounds out your technical toolkit.

Core Competencies

• Advanced problem solving skills allow you to tackle complex issues methodically.
• Mentoring ability helps you develop junior team members.
• Documentation skills ensure knowledge transfer and process improvement.
• Collaboration enables effective work with Platform Engineering and Customer Care teams.
• Communication clarity supports shift handovers and partner training.

Location and Commitment

This role operates within a 24/7 environment, requiring flexibility and dedication. Ezra’s footprint spans 23 countries, and your work supports operations across Africa, the Middle East, and Asia.

How to Apply for this Career Opportunity at Ezra

Ready to drive digital lending excellence with Ezra? Follow these steps to submit your application:

1. Prepare your Curriculum Vitae highlighting your education, experience, and technical skills.
2. Craft a cover letter expressing your interest in the Ops Support Engineer role and your alignment with Ezra’s mission.
3. Submit your application through the official Ezra recruitment channel.

Click Here to Apply

Closing Date: 31 March 2026

NOTE: 

Please be aware that employers typically receive a high volume of applications for each position and will only shortlist the most qualified candidates. Please note that NewsNowGh.com is not involved in the employer’s recruitment decisions and does not guarantee that applicants will be shortlisted or selected for any role.

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