Engineer: Tech Support - L1 & L2 - Uganda

About Cellulant:

Cellulant is Africa’s leading payments company, providing seamless, secure and innovative solutions that empower businesses, banks, and global brands to thrive in a fast-changing global economy. 

With a presence in over 24 countries and 200+ payment methods, including cards, bank transfers, and mobile money, our single API payment platform, Tingg, simplifies collections, disbursements, and reconciliations. It processes over 4.5 million transactions daily for market leaders across
sectors such as
Airlines, Telecoms, E-commerce, Ride-Hailing, Retail, and Remittances. 

By simplifying how people pay and get paid, we drive trust, commerce and scale – and connect companies to their ambitions.
 

Our Story:

Across Africa, payments are more than transactions. They are gateways to prosperity, connecting people, businesses and communities to opportunities and growth.

From enabling a logistics company in Lusaka to pay suppliers across borders, to enabling a hospitality brand in Lagos to scale effortlessly, to supporting an airline in Nairobi to reconcile payments from multiple platforms, Cellulant is the bridge that makes it all possible. 

Through trusted technology and customer-centric innovation, we build connections that inspire progress, strengthen economies and transform payments into a tool for progress.

Since our founding in 2003, we've continuously adapted and grown, leveraging our experiences to simplify payments for businesses. We are driven by an unshakable belief that seamless people-centred payments are the key to unlocking prosperity. 

Today, Cellulant powers online and offline payment processing, allowing businesses to collect payments, send payouts, and accelerate business growth.

Our Mission: 

To deliver seamless, secure and innovative payment solutions for businesses. 

Our Vision: 

To create a connected world where businesses move money as easily as they share ideas.

Role Overview: 

As a Technical Support Engineer (Level 1 & 2), you will serve as the operational anchor for our solution reliability and the primary face of technical support for our high-value Service Level Agreement (SLA) customers. This role combines deep hands-on technical execution—requiring mandatory proficiency in Linux and MySQL—with disciplined IT Service Management (ITSM) principles. You will monitor high-availability production environments, rapidly diagnose complex incidents, drive shift-leads, and prevent recurring system issues. Beyond day-to-day troubleshooting, you will champion knowledge management across the team, identifying technical gaps and mentoring junior engineers to elevate the overall capability of the service desk function.

What You'll do:

• Provide 1st and 2nd level technical support to ensure efficient and effective solution operation.
• Responsible for solution monitoring, troubleshooting tasks and providing technical support in adherence to the established procedures.
• You will be the primary point of contact for all SLA customers which involves continuously seeking solutions for current issues, proactively improving processes and tools while building people's technical capacity to deliver on the team’s goals.
• Responsible for leading and driving activities in the assigned support shift as guided by key processes in order to meet and maintain service levels and improve customer delight. 
• Incident management: Fast and accurate detection and resolution of system and application issues to meet customer SLA.
• System and application maintenance in high-availability production environments.
• Accurate ticketing for all issues while ensuring timely and proper communication to all stakeholders at all times.
• Analyze recurring and intermittent system and application problems.
• Timely escalation and follow through of support issues.
• Solution monitoring to aid in faster issue detection and diagnosis.
• Knowledge management for the support team through the identification of knowledge gaps.
• Contributing towards training and forums for team Knowledge sharing. 

What we are looking for:

• 5 years experience working within a busy IT Service Desk environment. 
• Bachelors in Computer Science or a related industry/field or equivalent experience in IT, Electrical/Computer Engineering, Information Systems, Telecommunications
• Certification: ITIL v3/4 will be an added advantage.
• Proven experience in Technical support function, IT or a similar role

• Proficiency in Linux, MySQL is mandatory. 
• Working knowledge of databases, networks and security standards and application development is a clear advantage
• Working knowledge of Information Service Management industry standards such as ISO 20000, ITILv3/4.
• Excellent communication and interpersonal skills.
• Proficiency in a coding language 
• Ability to work under minimal supervision.
• Problem solving skills. 

Why this role matters?

In a high-velocity, high-availability fintech ecosystem, every minute of system downtime carries immediate financial and reputational consequences for our merchants and partners.

This role matters because you are the ultimate gatekeeper of our customer experience and operational continuity. You don’t just watch monitoring dashboards or logs; you translate technical performance into customer delight. By mastering fast incident resolution, enforcing strict ISO/ITIL standards, and turning reactive fixes into proactive system improvements, you protect the core platform's stability. Your technical vigilance directly ensures that our platforms remain reliable and trustworthy, giving our clients the seamless experience they expect while empowering our internal teams to scale the business safely.

Why Work for Us?

At Cellulant, we are more than a payments company: we are bridge-builders. We believe that by simplifying the way people pay and get paid, we are connecting companies to their ambitions, people to opportunities, and Africa to the global economy. Our work goes beyond payments—it’s about what people, businesses, and communities can do when the movement of money becomes more dependable, seamless, and secure. 

Some exciting things about us...

• We have an extensive footprint: We have an office presence in 10 countries, and our products serve 24 countries across Africa, with a global workforce of about 300 employees. 
• We believe innovation is at the heart of Fintech: Thousands of market leaders and top enterprises trust our technology to power their payments. Our customers are in various sectors, including financial services, travel and hospitality, telecom, e-commerce, remittance companies, SaaS, and the gig economy. 
• We support a diverse and inclusive workforce: We focus on the growth and development of our employees through well-developed, individualised career paths, ensuring you reach your full potential in a supportive and delivery-oriented environment. 
• We put our employees first: At Cellulant, your contribution is rewarded competitively. We use clear career levels and role titles, and benchmark our base pay against data and a well-established internal process. Your actual salary will reflect your experience, skills, impact and the scope of the role, as well as our business needs and prevailing market conditions. We also offer generous personal time off, and medical and life insurance benefits (markets permitting).
• We seek collaborative builders: At Cellulant, we believe that great ideas happen when we come together. Therefore, we nurture a collaborative work environment that challenges, engages, and empowers each person to contribute to the growth and success of the business. 
• We solve Africa's digital economy: We’re solving payment challenges on the continent to create opportunities and accelerate economic growth for all of Africa.