Junior Technical Support Engineer
About Stitch
Stitch is a payments infrastructure company on a mission to make it easier for enterprise businesses to connect to the financial system and build better experiences for their customers.
We are expanding the team to enable Stitch to broaden our product offering and extend our geographical footprint.
Role Overview
The Junior Technical Support Engineer (JTSE) supports the Technical Support team by handling client queries, assisting with device staging and related operational tasks, and contributing to project and process improvement work. This role is designed for someone early in their technical support career who is eager to learn, build strong product knowledge, and grow into a fully-fledged Technical Support Engineer over time.
The JTSE is not responsible for incident management ownership, but will support incident-related activities under guidance and collaborate closely with senior team members. The role focuses on operational excellence, customer support fundamentals, and continuous improvement.
Key Responsibilities
Primary Responsibilities
These responsibilities form the core day-to-day activities of the Junior Technical Support Engineer and are considered Business As Usual (BAU).
1. Client Query Support
- Handle incoming client queries under guidance from senior team members.
- Investigate and troubleshoot basic technical issues using documentation, logs, and internal tools.
- Provide clear, accurate responses to clients via Slack, email, or other communication channels.
- Escalate complex issues appropriately and in a timely manner.
- Learn and apply SLA expectations, supporting the team in meeting response and resolution targets.
2. Device Staging and Operational Support
- Assist with device staging, configuration, testing, and deployment.
- Perform all device staging–related tasks, including preparation, validation, and documentation.
- Troubleshoot device-related issues during staging and escalate where necessary.
- Maintain accurate records and ensure device staging processes are followed consistently.
- Contribute to improving device staging workflows and documentation.
3. Product Knowledge and Learning
- Develop a strong understanding of company products, services, and client use cases.
- Learn common failure modes, client touchpoints, and support workflows.
- Shadow senior team members during complex investigations and incidents.
- Assist with product testing during new releases or feature rollouts.
4. Support Operations Assistance
- Support alert monitoring and investigations under supervision (where applicable).
- Assist with administrative tasks related to client onboarding and go-lives.
- Ensure internal systems, tickets, and documentation are kept up to date.
- Follow defined processes and playbooks consistently.
Secondary Responsibilities
These responsibilities support growth, learning, and long-term improvement of the support function.
5. Process Improvement
- Identify gaps or inefficiencies in support, device staging, or operational processes.
- Contribute ideas and suggestions for improving workflows, tooling, and documentation.
- Assist in updating and maintaining internal playbooks and knowledge bases.
- Participate in retrospectives and improvement discussions as a contributor.
6. Project Work
- Participate in support-related projects, such as tooling improvements, documentation updates, or operational changes.
- Support senior engineers in executing project tasks.
- Learn basic project management skills, including task tracking and cross-team coordination.
7. Collaboration and Communication
- Work closely with other support engineers, product, engineering, and operations teams.
- Ask questions, seek feedback, and actively engage in learning opportunities.
- Communicate clearly and professionally with both internal stakeholders and clients.
What This Role Is Not Responsible For
- Owning or leading incident management processes.
- Leading client communications during major incidents.
- Making high-risk production decisions independently.
(These responsibilities may be introduced gradually as part of career progression.)
Qualifications and Skills
- Strong interest in technical support, systems, and problem-solving.
- Good written and verbal communication skills.
- Ability to follow processes and learn new tools quickly.
- Comfortable working with technical products and documentation.
- Willingness to take ownership of tasks and see them through to completion.
- Ability to work collaboratively in a team environment.
- Openness to feedback and a desire to continuously improve.
- Willingness to work rotational shifts if required (depending on team needs).
Benefits & Perks
🏖️ Remote-friendly Work
We recognise and value the importance of enabling remote work and maintaining a globally distributed workforce. We cater to equitable employee experiences for both in-office and remote team members. We remain conscientious about ensuring a level playing field, especially around team events, business meeting practices, and office-driven benefits. While we facilitate remote work, we also see the value in bringing the full team together in person from time to time.
🎨 Stock Ownership*
We believe in the power of ownership. That's why every full-time team member becomes a part-owner of Stitch. Our employee stock ownership plan ensures that when the company thrives, you do too.
⏰ Time Off*
Taking time off from work is critical to ensure that you can take necessary breaks and have time for important life events outside of work. It also helps you manage your energy better. In line with this, we provide a generous annual leave policy, along with supportive family responsibility, parental, study, and long-tenure sabbatical leave options, designed to accommodate the diverse needs of our team.
📚 Learning & Development Fund*
We are committed to the professional growth of our team. Each year, we allocate $3,000 per full time team member for learning and development, supporting a culture of continuous improvement and skill enhancement.
🩺 Health Insurance Contribution*
Recognising the importance of health and well-being, we contribute to health insurance for all team members and provide group health insurance schemes in certain jurisdictions.
💻 Equipment
To ensure our team has the tools they need, new members receive a brand-new Mac laptop along with the necessary peripheral equipment upon joining Stitch.
💜 Employee Assistance Programmes
We care about the well-being of our team. Our Employee Assistance Programmes provide you with the necessary resources and support to not only excel in your job but also to thrive in your personal life. Whether it's counselling, advice, or support services, we're here to help every step of the way.
Other notable benefits and perks
Celebrations for important life and work milestones
Daily team lunches in the Cape Town office
Bi-annual work retreats
New starter dinners
Frequent team and company events
Compliance with POPIA
Our processing of your Personal Information is subject to, and in compliance with, the provisions of POPIA.
Privacy and security of your information
We will process your information only on instructions from you, which we are deemed to have received when you submit information on our website. We will maintain the confidentiality and security of such information per the standards contained in the POPIA, which requires us to adopt reasonable safeguards to protect the integrity and confidentiality of such information from unauthorized access, loss or destruction.
*these benefits are applicable for full-time staff members but may not apply for fixed-term and part-time staff
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