Latest Jobs at Koraplay

About the role

• As a Technical Support Engineer at Kora, you will be responsible for supporting the timely resolution of our merchants’ technical queries. In this role, you will work closely with the Engineering and Merchant Success teams by assisting merchants with issue resolution and escalating more complex cases to the Engineering team.

Reporting Relationships & Stakeholder Engagement:

• Report to the CTO (Oluwasegun Adeleye) working as part of the ever-innovative Engineering team
• Working collaboratively with our CTO (Chief Technology Officer), Product Management, Product Design, Merchant Success, Business, Compliance, and Information Security teams.

Requirements

Here are a couple of things you'll be doing:

• Provide technical support to merchants via phone, email, chat, and other communication channels during onboarding and ongoing use of Kora’s products, helping to ensure a smooth experience.
• Collaborate with the Merchant Success team and other internal teams to identify and report product bugs, escalating critical issues to the Product Development team as needed.
• Investigate and troubleshoot technical issues reported by merchants, seeking guidance from senior engineers when necessary.
• Assist in identifying and troubleshooting technical issues related to our products and services.
• Act as a first point of contact for technical problems relating to merchant and product rails, escalating complex issues appropriately.
• Escalate technical issues to the appropriate teams and follow up under guidance until resolution.
• Monitor integration channels and report technical issues to integration partners, keeping senior team members informed.
• Support the development of proactive ways to automate routine tasks within the team functions.
• Take ownership of assigned issues, handling and solving them depending on complexity, while consulting seniors for guidance when needed.
• Build and maintain positive relationships with merchants, acting as a supportive technical contact.
• Follow set procedures for proper escalation of issues to the appropriate team.
• Document and track merchant issues and resolutions in the knowledge base, preparing reports for review by senior engineers.
• Assist in expanding relationships with customers by supporting new product and operational initiatives.
• Help analyze prospects’ business and technical requirements, assisting senior team members in developing solutions that meet those needs.
• Support monitoring of product integration and ramp-up to ensure successful implementation.
• Assist in analyzing customer needs and suggesting possible upgrades or additional features under guidance.
• Work closely with the Product and Merchant Success teams to help customize specific products for customers.
• Provide developers with customer feedback to help identify potential new features or products.

Here's what are we looking for:

• A minimum of 1–2 years experience in a technical support, IT support, or customer-facing technical role in a B2B, fintech, banking, or SaaS environment.
• Experience dealing with customers from a technical support perspective.
• Basic experience working with and understanding APIs and API testing platforms and the ability to explain them to third parties.
• Foundational knowledge of financial technologies, including payment processing and digital financial products.
• Strong written and verbal communication skills for interacting with both technical and non-technical stakeholders.
• Passion for customer success and interest in understanding client needs.
• Ability to follow structured troubleshooting, documentation, and escalation processes.
• Good organizational skills with the ability to manage multiple tickets at once.
• Experience using CRM and ticketing systems such as Zendesk, Freshdesk, or Salesforce.
• Strong analytical and problem-solving skills with attention to detail.
• Basic knowledge of SQL, especially MySQL, is an added advantage

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Requirements

• This is a high-impact, collaborative role responsible for driving outcomes across the product and engineering team. You would be working with relevant stakeholders across the different teams within the organization to help define and implement tools and solutions to meet the business objectives.
• The role covers all stages, from requirements gathering, systems design, implementation, testing and operational support.
• As a Backend Engineer at Kora, you will focus on building new scalable features, optimizing and maintaining existing features, participating heavily in code and technical reviews, working closely with other engineers in the team to guide with implementation and technical direction, research and suggest new ways to improve our application and processes.
• You will be heavily involved in designing, optimising, and implementing the next phase for our applications and backend infrastructure as we continue to scale and meet the ever-growing demands of our merchants and the business.

Reporting Relationships & Stakeholder Engagement:

• Working collaboratively with our CTO (Chief Technology Officer), Product Management, Product Design, Business, Compliance, and IT Team to ensure each merchant is onboarded in a professional, timely manner.
• Strong working relationship with Managing Team / Directors / Team Leads around the business.

What you’ll be doing

• Designing, implementing, and maintaining secure large-scale payment solutions to support our merchants and the business
• Collaborating with relevant stakeholders to improve and optimize the reliability and performance of current applications, and implementations.
• Collaborating with relevant stakeholders to improve engineering standards, tooling, and processes.
• Participating actively in code and technical reviews.
• Document development phases and monitor, and debug systems.

What you’ll need

• 3+ years of experience building large-scale and data-intensive applications. This includes but is not limited to expertise in building large-scale and performant applications, working with large data, microservices, distributed systems, data and database optimization, etc.
• Familiarity with our commonly used technology choices including Node.js, Typescript, and MySQL.
• Experience working on low latency, high throughput distributed systems & with micro-service architectures.
• Attention to detail.
• Excellent communication and prioritization skills.
• Deliberate drive to constantly improve and get better.
• Experience engaging in collaborative multi-functional teams.
• Experience with test frameworks and writing quality tests.
• A strong desire to give our merchants a great experience using our payment infrastructure.

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Requirements

Here are a couple of things you'll be doing:

• Create a QA process that will ensure that we consistently ship quality software.
• Review functional and design specifications to ensure full understanding of individual deliverables.
• Identify test requirements from specifications, map test case requirements, and design test coverage plan.
• Carry out functional tests and non-functional tests, including security tests, load tests, and stress tests using the necessary software testing tools.
• Develop, document, and maintain functional test cases and other test artifacts like the test data, data validation, harness scripts, and automated scripts.
• Give explicit sign off on all products quality before live deployment.
• Hold and facilitate test plan/case reviews with cross-functional team members.
• Identify any potential quality issues per defined process and escalate potential quality issues immediately to management.
• Ensure that validated deliverables meet functional and design specifications and requirements.
• Isolate, replicate, and report defects and verify defect fixes.
• Develop and maintain automated test scripts using Cypress for functional, regression, and end-to-end testing.
• Work with the development and QA teams to define test strategies and ensure automated tests are integrated into the CI/CD pipeline.
• Create and maintain test frameworks, test plans, and test data to ensure comprehensive test coverage.
• Debug and troubleshoot test failures, identify root causes, and work with developers to resolve issues.
• Analyze test results and provide detailed reports on test execution, highlighting issues, performance, and stability.
• Ensure cross-browser compatibility and mobile responsiveness in automated tests.
• Continuously improve and refactor the test suite to ensure speed, reliability, and scalability of automated tests.
• Maintain effective documentation for test cases, test results, and automation processes.

We are looking for someone who has

• At least 3 years of experience as a Quality Assurance Engineer.
• 2 years of experience in automated testing with a focus on Cypress and web application testing.
• Experience with a variety of different testing techniques such as UI Testing, Automated Testing, Test Driven Development Strategies, and other techniques.
• Understanding of fundamental database concepts – relational (SQL) database, non-relational (NoSQL) database and ORMs/ODMs.
• Proven experience with Cypress for end-to-end testing of web applications.
• Strong knowledge of JavaScript or/and Typescript and experience with test frameworks like Mocha, Chai, or Jest.
• Experience with CI/CD tools like Jenkins, Github Actions, GitLab CI, or CircleCI for integrating test automation into the build pipeline.
• Familiarity with version control systems like Git.
• Solid understanding of API testing (RESTful APIs) and using tools like Postman.
• Knowledge of web technologies (HTML, CSS, JavaScript) and the ability to work with developers to resolve issues.
• Problem-solving and analytical skills, with the ability to debug complex issues and optimize automation.
• Ability to work in an Agile development environment.
• Excellent writing and communication skills in English.
• Collaborative – drive cooperation and teamwork in achieving solutions.
• Creative, solution-driven and a customer-focused mindset.
• Sound judgment, professionalism, and patience when communicating.
• High attention to detail 

Nice-to-Have Skills:

• Experience with other test automation tools (e.g., Selenium, Playwright, Testcafe, Appium).
• Familiarity with cloud-based test execution platforms (e.g., BrowserStack, lambdatest).
• Experience in performance testing and load testing tools like JMeter or K6.