Job Description

Who we are:
Mama Money is a growth stage fintech startup working to help migrant workers in South Africa send money home. Since 2015 we have been providing reliable remittances, at a socially fair price, to those that need it most.


Mama HQ is in beautiful Cape Town, South Africa. We are 122 people strong (and counting) from 19 countries across Africa, Asia, the UK, and Europe. Our culture is built around the well-being of our team members and making a difference in our communities. xe2x80x9cJust be lekker!xe2x80x9d personifies our approach to work: we trust the wisdom of our talented and diverse team to do what is best for our customers and get the job done responsibly, without pedantic policies.


Wexe2x80x99ve been around since 2015 and have earned a few accolades along the way, made some new friends, and expanded our reach. We've had some great times and some tough times, but we continue to focus on helping people rather than maximizing profit.


In order for us to continue to grow as a business, we need a Support Team that knows how crucial a well oiled machine is to our customers - we need a team that is focused on improving and documenting processes, ironing out any inefficiencies, and optimizing our time to resolving customer queries.
The role of the Technical Support Engineer is to ensure that anything that hinders our customers (both internally and externally) are thoroughly investigated and prevented from happening again, and to ensure that we as a team are well placed in making sure the production environment is stabilized for continuous delivery by following through on production issues.

As our Technical Support Engineer you will:

• • Be an integral part of the Support Team, taking initiative and driving projects to completion.
  • Handle 1st & 2nd level support escalations, both internally and externally, according to the companyxe2x80x99s processes and procedure, and also ensure tickets logged by the Customer Success team are handled within the agreed OLAs (operational level agreements) / SLAs (service level agreements).
  • Be responsible for creating, updating and resolving support cases, and conducting troubleshooting on Mama Money products and infrastructure.
  • Be responsible for transaction reconciliation by bridging the gap between known technical issues and possible recon problems.
  • Apply your analytical skills and technical knowledge will enable you to solve software problems of moderate and high complexity, and you might need to utilize moderate to complex lab setups to recreate and solve problems.
  • Be required to work in shifts which include weekends and public holidays. You will also assist with the implementation and support of third parties that are integrating into any parts of the core platform.
  • Communicate partner outages and corridor status updates to other business units by monitoring real time flow of transactions.

In your first 90 days at Mama Money you will:

• • Build on your understanding of the core Mama Money products, after 90 days you should have a firm understanding of all moving pieces and how they interact with the other components in our ecosystem.
  • Having a fresh pair of eyes really puts you in the position to ask probing questions regarding current processes and systems, you are expected to make suggestions for improvements and see them through.
  • Use your learning experience to build on our ever growing knowledge base, as you will be expected to execute on technical tasks that require an in-depth understanding of the remittances ecosystem.

About you:

• • You have an In-depth understanding and experience supporting Java based payments systems and databases like Microsoft SQL Server, MariaDB, Athena, MongoDB.
  • You have knowledge working with ITIL or other service management frameworks.
  • You have an understanding and experience in payment processing, CRM and popular ticketing applications systems.
  • You have an analytical mindset, strong problem solving skills and are able to work with cross functional teams to deliver a common goal.
  • You will have the ability to provide and deliver clear technical feedback on known defects as a means to improve and drive towards becoming a Subject Matter Expert in product or process areas as needed by the business.
  • You have outstanding communication skills and the ability to develop good working relationships with partners, clients and co-workers.
  • You have understanding of API integrations and ability to study logs using tools like Grafana, Loki & AWS Logs Insights to aid problem resolution.
  • You have the ability to work well independently and within a team.

It would be a bonus if:

• • You have worked within the fintech space or at a rapidly scaling startup
  • If you have exposure to transaction reconciliation.

Why Mama:
At Mama Money, the customers & communities we serve are at the heart of all that we do.


We bring our authentic selves to work where we are free to express our diverse identities while staying true to what we believe in and how we feel. Part of that means being able to have difficult conversations when necessary but always remembering to do so with trust, respect, and a positive mindset. Being open to receiving feedback and understanding how this helps us evolve and grow is essential to succeeding in our environment.


We are responsible for ourselves, our behaviour, our delivery, and our output. Although we always aim to move things forward and get $hit done, we start small - taking it step by step and always looking for ways in which we can improve. We know from experience that when we work together towards a common goal, we can achieve anything.


Mama Money is a special place because we care. We care about our customers, we care about the people who work for us and we care about the impact our work has on the world. There are things that we donxe2x80x99t care about too. Things like bureaucracy, discrimination, ego, titles, and silos. Wexe2x80x99re a friendly bunch who donxe2x80x99t take ourselves too seriously but we do take our work, and our customersxe2x80x99 hard-earned money, very seriously.


Mamaxe2x80x99s values:
1. Customer & Community
2. Authentic
3. Positive Mindset
4. Responsible
5. Togetherness