Technical Support Engineer at Nomba (Formerly Kudi)

Job Description

We are currently looking to hire a Technical Support Engineer to join our growing team. Here's what your day to day will look like:

• Act as the technical guide for merchants integrating with Nomba APIs, providing real-time support across official channels.
• Own, update, and maintain API documentation to ensure it is always developer-friendly and accurate.
• Take ownership of the API service, contributing to improvements, updates, and bug fixes.
• Write clean, maintainable code to improve the API service repository.
• Debug complex issues effectively, with strong familiarity in using Google Cloud Logging and related debugging tools.
• Prioritise customer success with a strong sense of urgency—ready to unblock merchants regardless of the hour.
• Communicate clearly and professionally with merchants and internal teams, upholding Nomba’s brand of excellence and reliability.
• Collaborate with engineering teams to ensure feedback from merchants is looped into the development cycle.
• The ideal candidate should have both Java backend engineering experience and customer support experience.
• Diagnose and resolve escalated issues across systems (e.g., backend APIs, integrations, databases).
• Perform root cause analysis (RCA) for high-impact incidents within agreed timelines.
• Contribute to post-mortem reviews and identify preventive measures on vendor-api
• Reduce repeat incidents by implementing or recommending long-term fixes on Vendor-API

Requirements

• Strong knowledge and hands-on experience with Java, particularly Dropwizard and Spring Boot frameworks.
• Solid debugging experience, with expertise in Google Cloud Logging Console.
• Strong understanding of Grafana for service metric and performance analysis
• Proven ability to write clean, testable, and maintainable code.
• Excellent communication skills with a corporate sense of professionalism and customer empathy.
• Ability to own processes end-to-end, from documentation to code-level fixes.
• A problem-solving mindset with relentless focus on unblocking customers quickly and effectively.
• Experience in API service management, integration support, or related technical support roles is a plus