Operations Support Engineer Location: Accra, Ghana Reports to: Operations Support Team Lead The Ops Support Engineer is a senior member of the 24/7 operations team. In addition to monitoring and triaging incidents, this role is expected to drive deeper technical investigation, mentor technicians, and contribute to improving operational processes and runbooks. Engineers serve as escalation points within the L1 team and act as a bridge between L1 and L2/L3 support. Ezra provides B2B digital lending solutions for emerging markets in partnership with mobile and digital wallet operators and financial service providers. Ezra supports 24 operations in 23 countries, across Africa, the Middle East and Asia. Our key office locations are in Nairobi, Kenya and Dubai, UAE. Our flagship products are Airtime Credit Services (ACS), Nano and BNPL. ACS is an airtime or data advance offered to prepaid mobile subscribers at the point of low credit. Nano is a micro cash advance offered to mobile wallet users on demand. BNPL facilitates payment installments for products and services As a FinTech company, our business is entirely technology and data driven, from determining subscriber eligibility, generating relevant offers, managing risk, loan issuance, recovery, optimizing performance and reporting, reconciliation and billing. Each day we process approximately 21M loan requests and 1.4 TB of data across our markets. This process needs to be robust, reliable and secure. But it doesn’t end there. We’re exploring new ways of using our platform and transactional data to improve our products and develop new product opportunities. Requirements: Qualifications and Experience: A bachelor’s degree in computer science, programming, or a related field. 3+ years of hands-on experience in configuring, deploying, and supporting client systems within a highly managed environment. Proven track record in L1 Support and Customer Care within B2B2C or B2C settings, particularly in the fintech, banking, or telecom sectors. Proficiency with workstations and rack-mounted server hardware, including BIOS and RAID configurations. Strong familiarity with operating systems, including Windows and various Linux distributions (e.g., BSD, Red Hat, Fedora, SUSE, CentOS, Ubuntu, and Debian). Experience with common tools such as Jira, Confluence, Grafana, Zabbix, etc. Basic scripting knowledge, and familiarity with SQL for database queries. Understanding of network fundamentals and protocols, including TCP/IP, DNS, and VPN configurations.