Technical Support Engineer

Geidea Established in 2008, Geidea epitomizes customer focused empowerment and commercial success through continuous innovation.
Geidea makes best in class digital payment solutions available for all by attracting and leveraging the best creative & entrepreneurial talent in the market
Our solutions give any business the chance to get ahead and reach for more no matter their size or maturity.
Our technology mirrors our people - Smart, Innovative & Forward Thinking
www.geidea.net
To maintain a competitive advantage as we grow, we are currently looking for a new "Technical Support Engineer"
Job purpose:
To deliver effective technical support for POS solutions by diagnosing and resolving issues, monitoring system performance, managing configurations and deployments, and collaborating with internal stakeholders to ensure reliable service delivery and an excellent customer experience.
Responsibilities:
Serve as the first point of contact for clients and merchants, attending calls and providing technical support for POS-related queries, issues, and operational concerns.
Perform initial troubleshooting and issue analysis for POS, ECR integration, terminal configuration, connectivity, and transaction-related issues, acting as a bridge between merchants and technical teams to drive timely resolution.
Manage POS device setup, configuration, production software deployment, firmware updates, and remote software rollouts across supported POS terminals.
Monitor production services, POS performance, and iPing services to identify abnormal behavior, raise alerts, and coordinate with relevant technical teams for timely resolution.
Maintain the test environment and supporting services, ensuring the environment remains available and operational for testing activities, and coordinate timely recovery when issues occur.
Prepare and maintain periodic operational and performance reports covering transaction volumes, transaction processing speed, approval ratios, POS brands, software/firmware versions, and other relevant service metrics.
Manage production issues and customer complaints through Jira, coordinate with technical and field teams, and follow up to ensure timely resolution and closure.
Qualifications:
0–2 years of experience in Technical Support, Application Support, or related roles. Fresh graduates with relevant academic projects or internships are encouraged to apply.
Bachelor’s degree in computer science, Computer Engineering, Information Technology, or a related field.
Good working knowledge of Microsoft Excel, Word, and PowerPoint.
Good knowledge of Excel-based data analysis, including Pivot Tables, VLOOKUP/XLOOKUP, Charts, and MIS/operational reports.
Basic understanding of troubleshooting methodologies, incident management, and issue tracking tools such as Jira.
Good communication, analytical, problem-solving, and stakeholder coordination skills.
Basic knowledge of Power BI for data visualization, dashboard creation, and reporting.
Our values guide how we think and act - They describe what we care about the most
Customer first - It’s embedded in our design thinking and customer service approach
Open - Openness allows us to constantly improve and evolve
Real - No jargon and no excuses!
Bold - Constantly challenging ourselves and our way of thinking.
Resilient – If we fail, we bounce back stronger than before.
Collaborative - We know that we can achieve a lot more as a team.
We are changing lives by constantly striving for a better solution.

Work arrangement
No