Operations Support Engineer (French‑speaking)

About the role

Ezra is looking for a French‑speaking Operations Support Engineer to join its 24/7 operations team in Cameroon. The role sits between Level 1 technicians and senior engineering teams, ensuring incidents are resolved quickly and processes are continuously improved.

Key responsibilities

• Perform advanced troubleshooting beyond standard scripts and SOPs before escalation.
• Serve as the escalation point for Ops Support Technicians during shifts.
• Identify recurring issues, conduct deep investigations (with Platform Engineering when needed), and propose corrective actions.
• Update, refine, and expand runbooks, SOPs, and knowledge‑base documentation.
• Prepare and review Methods of Procedure (MOPs) for Change Request deployments.
• Deploy Change Requests to production environments when required.
• Act as Level 2 support for end‑user Customer Care, handling complaints and escalations in line with SLA.
• Collaborate with partner call‑center agents, providing training and guidance on query escalation.

Required profile

• Fluent French with strong English communication skills.
• Proven experience in a 24/7 operations or technical support environment.
• Ability to mentor junior technicians and drive process improvements.
• Strong analytical mindset for root‑cause analysis and problem reviews.

Required skills

What we offer

• Opportunity to work in a fast‑growing FinTech company serving 23 countries.
• Exposure to large‑scale digital lending operations handling millions of loan requests daily.
• Professional development through mentorship and cross‑functional collaboration.