Job Description

Flutterwave was founded on the principle that every African must be able to participate and thrive in the global economy. To achieve this objective, we have built a trusted payment infrastructure that allows consumers and businesses (African and international) to make and receive payments in a convenient, borderless manner.

The Role: Flutterwave is looking for a Senior Core Support Engineer to ensure the reliability, performance, and uptime of our cross-border payment platforms and to help drive the operational decisions that keep transaction processing stable across markets and rails. This is a senior, largely autonomous role: you will diagnose and resolve complex technical issues, lead resolution of high-severity issues, and analyze transaction and provider performance to inform routing and reconciliation decisions. You will work closely with engineering, product, operations and commercial teams to bridge the gap between customer experience and core payment infrastructure, and you will be expected to mentor other engineers and own gaps in documentation, process, and coverage without needing to be asked.

Responsibilities include but are not limited to:

The role sits across two connected pillars: technical reliability and payment operations. Both are core to the position. This is not a purely technical support function.

• Pillar 1 - Technical Support & Reliability Engineering
  • Technical Troubleshooting: Diagnose and resolve complex transaction processing issues, middleware anomalies, and integration faults across distributed microservices, owning resolution end-to-end rather than escalating by default.
  • Operational Automation: Identify repetitive friction points in support workflows and build script-based automations to eliminate routine manual tasks.
  • Observability & Monitoring: Use cloud-native logging and APM tools to monitor system health and catch potential anomalies before they escalate into outages.
  • Issue Resolution Leadership: Lead resolution of complex or high-severity technical issues, coordinate cross-functional input, and own post-issue reviews through to closed action items.
  • Knowledge Management: Author clear technical documentation, runbooks, and integration guides; proactively identify and close documentation gaps; troubleshooting and tooling enthusiast
• Pillar 2 - Payment Operations & Optimisation
  • Transaction & Rail Analysis: Analyze transaction success rates and failure patterns across payment rails and providers, distinguishing isolated issues from systemic degradation.
  • Provider Performance & Routing: Contribute performance and reliability data to provider scoring and routing-weight decisions, in partnership with engineering and ops leadership.
  • Process & Framework Ownership: Maintain and apply operational decision frameworks (e.g., transaction decision matrices, escalation criteria) that guide consistent resolution and escalation across the team.
• Perform routine health checks and performance monitoring on core production payment systems.
• Track, prioritize, and manage technical support tickets inside platforms like Jira and Happyfox within stipulated SLAs, including triage and mentorship on complex or escalated cases.
• Conduct database inquiries and log analysis to locate the root cause of failed transactions or settlement discrepancies.
• Monitor payment rail and provider success rates, flagging anomalies for routing or provider review.
• Lead or co-lead cross-team post-issue reviews during reliability cadences, and own resulting action items through to completion.
  

Required competency and skillset to be a waver

• Bachelor's degree in Computer Science, Software Engineering, or a related technical discipline
• Minimum 5 years of experience in an Application Support, DevOps, Site Reliability, or Payment/Technical Operations role, ideally within fintech or high-volume transactional platforms, with demonstrated ownership of a domain or workstream
• ITIL Practitioner/Intermediate (or equivalent AWS/GCP certification) preferred; prior experience mentoring or leading within a support or operations team is a strong plus

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