Technical Support Engineer

Stitch

Stitch

IT, Customer Service
South Africa
Posted on Thursday, September 1, 2022

About Stitch

Creating innovative financial products is incredibly difficult today, and we believe that unlocking the way people interact with their finances starts with enabling developers with the tools and infrastructure needed to execute on their vision.

Stitch is a developer-first API startup with a mission to deeply connect financial systems with the wider world. We provide an API which allows third-party apps and websites to interact with their user's financial accounts in ways that unlocks the ability for companies across Africa to build innovative technology products quickly.

The Technical Support Engineer bridges the gap between sales and customer support. The role holder ensures that customers are given the correct information and tools when being steered towards go-live, as well as customer satisfaction with Stitch’s products after going live.

Key Responsibilities:

  1. Work closely with the sales team to understand the customer use-case and ensure a smooth transition from new business (sales) to customer success.
  2. Own the post-sale onboarding & support process by acting as a bridge between sales, engineering and customers.
  3. Where relevant, assist customers in the design and monitoring of Proof of Concepts.
  4. Monitor customers usage and billing to ensure that we are providing them with appropriate support and pricing.
  5. Prioritise customers based on business context and proactively manage relationships to delight customers at various touch points along the post-sale and growth process.
  6. Use customer insights to help inform product decisions.
  7. Identify areas where we could assist customers further (e.g. other use cases) and liaise with sales if product needs to be expanded.
  8. Alongside all elements of the above, define, own and optimise novel customer success metrics and retention.

Requirements:

  • +5 years in a customer-facing role.
  • Leadership and organisational management experience.
  • A track record of success in account management or fostering partnerships
  • Experience in working in B2B SaaS, API or Payments companies.
  • Empathy for customer objectives and pain points (i.e. the ability to walk in a customers shoes and understand their biggest problems).

Advantageous:

  • Strong network in the local Fintech or Banking space.
  • Interest in Open Banking.
  • Strong knowledge of customers in various key markets - including South Africa, Nigeria, Kenya, and Ghana.
  • Experience in working in B2B SaaS, API or Payments companies.
  • Experience operating within a regulated environment, as well as relationships with key stakeholders in it.
  • Bonus: Experience building software.

A snapshot of our current stack (HERE):

  • Typescript
  • Kubernetes
  • Node.js
  • Puppeteer
  • GraphQL
  • React
  • NextJS
  • Nact (actor model)
  • IdentityServer4 (dotnet core)
  • PostgreSQL
  • Github & Github Actions

Benefits

🏖 Remote-Flexible

At Stitch, we want our team members to be able to work from anywhere. As a business with continental (and eventually global) ambitions, we firmly believe that putting the best team together involves letting both current and future Stitches work from where they want to. You’ll have the opportunity to work from one of our offices (Cape Town & Johannesburg) if you wish or remotely. Remote team members will have the opportunity to visit our offices regularly where we have team lunches every day! 🍜 Friends, family, pets - everyone's invited!

🎨 Stock Options

We want to ensure that you own a part of this company, as your work will drive the fabric of the business.

🩺 Medical Aid

Stitch contributes and provides medical aid coverage for all team members.

💻 Equipment

All Stitchers receive a state of the art laptop (e.g. MacBook Pro) along with a $200 budget to spend on a keyboard and mouse of your choice.

🔥 Culture & Values

Stitch has a culture that emphasizes sustainable processes, kindness, and work-life balance. We value diversity in all its forms and believe that a broad range of lived experiences makes our team and product stronger. This is especially important to us as our leadership team includes diverse racial backgrounds and members of the LGBTQ+ community.

Our Investors

Stitch is a well-funded venture-backed startup. Our network of global investors include the co-founders of Venmo, Klarna and Flutterwave, and founding team members from Plaid and Revolut.

Our network of investor funds include firstminute capital, Raba Partnership, CRE and Village Global, bringing backing from LPs such as Bill Gates, Mark Zuckerberg, Eric Schmidt and Jeff Bezos.

This funding gives us the capital to make sure that all employees are empowered to do their jobs, and incorporates industry veterans who will help us grow and operate a multinational fintech startup.

👩🏾‍💻 Developers!

We care deeply about developer experience and aim to provide tools and systems that software engineers will rave about. The team has collectively had a great deal of experience building fintech and developer-facing products in Africa and other emerging markets.