Technical Support Engineer

Technical Support Engineer

Location: Beijing, China

Reports to: Director Customer Care

About the role:

Ezra is seeking an exceptional, driven, and well-rounded individual to join our Customer Care team as a Technical Support Engineer. We are looking for someone with a passion for continuous learning who aspires to make a positive impact within a dynamic and rapidly growing company. In this role, you will be responsible for monitoring system health, resolving complex customer issues, and driving system performance improvements. You will also maintain critical technical documentation and provide technical expertise to support both customer success and pre-sales initiatives. 

If you are naturally curious, detail-oriented, and eager to collaborate with a team of talented peers, we would love to hear from you!

Key responsibilities:

• Monitor system alerts, troubleshoot issues, and manage escalations through to service restoration.
• Respond to customer issues, providing timely updates and resolutions in accordance with established SLA processes.
• Develop and maintain the technical knowledge base and internal documentation.
• Improve system performance by identifying patterns and recommending actionable changes.
• Participate in an on-duty rotation for weekends and public holidays as required (approximately once every 6-8 weeks).
• Support pre-sales activities, assisting the Sales team with technical expertise when needed.

Qualifications and Experience:

• Diploma degree in Information Technology, Computer Science or equivalent.
• Knowledgeable in programming languages, particularly Perl and C++.
• Good understanding of web services, API and IP based protocols.
• Chinese speaking and good communication skills in English.
• Proficient in MS Office applications (Word, Excel). Advanced proficiency in Excel is an advantage.

Preferred Qualifications:

• Preferably with Customer Service experience in a Telecommunications and/or Banking industry. 

The ideal candidate is someone who:

• Work effectively under pressure, prioritising tasks and following processes efficiently.
• Has strong troubleshooting and analytical skills.
• Follows through with actions to completion, paying keen attention to details.
• Demonstrates motivation to learn new skills and technologies.
• Has excellent interpersonal skills

Company overview:

At Ezra, we are building the intelligence layer behind everyday financial moments.

Headquartered in Singapore, with offices in Dubai, Nairobi, Barcelona, and Miami, we work across 180 countries with more than 2,000 mobile network operators, digital wallets, banks, and financial service providers. Together, we help make essential financial services and digital products more accessible to the people and markets that need them most.

We are a technology and data company at heart. Connecting access to credit with the use of digital services and savings; transforming financial transactions to data that strengthens our proprietary scoring engine and contributes to a data ecosystem spanning 400 million users, helping us better assess risk, understand customer needs, and design more relevant products for the 100 million people who use our services today.

We are looking for exceptionally curious minds who are energised by complex problems, ambitious ideas, and the opportunity to create meaningful impact at global scale. If you want to work where financial inclusion, data science, and product innovation converge, Ezra is where that work comes to life.