Team Lead - Product Support Engineer

The Company

Electrum leads in next-generation payment software.

Since 2012, we've delivered trusted, enterprise-grade, cloud-native software to optimise financial transaction processing. Our deep expertise has established us as a respected partner in high-volume, low-value payment schemes, enabling clients to deliver services to millions of South Africans daily.

At Electrum, we are grounded in impact – designing solutions that matter, acting with urgency, and continuously learning as we scale. We believe in creating together – working side by side with our clients and teams to build meaningful, lasting solutions. We prioritise making it safe – encouraging open communication, smart risk-taking, and trust so that creativity and alignment thrive. And we back empowered strong teams – hiring brilliant people, collaborating hard, and holding each other to high standards while leading with empathy and kindness.

When you join the Electrum team, you’ll get to:

• Be part of the entire journey — from the spark of an idea to the final product launch.
• Grow your skills through world-class training and hands-on learning every day.
• Receive mentorship and guidance from industry leaders who are invested in your success.
• Work in a dynamic, innovative workplace where collaboration and creativity thrive.
• Tackle real-world client challenges and see the impact of your work firsthand.
• Explore plenty of opportunities to grow your career and expand your expertise.
• Gain valuable experience in a leading FinTech environment, contributing to meaningful, high-impact projects.

The Opportunity

As a Team Lead of one of Electum’s Product Support teams, you will be part of a dynamic and innovative environment uniquely positioned with both a client and technical focus. This is a career accelerator, offering a visible leadership opportunity and personal growth through people leadership in a people-first company, client engagement where client delight is the goal, and increase in technical skills in a company where software engineers are eager to teach.

The Role

The Product Support Engineer Team Lead is responsible for the operational management and performance of an Electrum Product Support team. The role involves leading, coaching, and developing Support Engineers and Interns, enforcing process adherence, and ensuring the team delivers high-quality client support and actively contributing to continuous process improvement. The core function is to maintain operational excellence and foster a culture of trust and Radical Candour within the team.

Requirements

Technical Experience and Competencies:

• Relevant Degree or Diploma in IT, Engineering, Computer Science, or a related technical field.
• Relevant industry certifications (e.g., ITIL, technical support certifications) 
• 3-5 years in technical product, application, or client-facing support.
• Experience in an agile/fast-paced technical environment (e.g., FinTech, payments).
• Exceptional communication (written and verbal) and strong analytical problem-solving skills.
• Proficient with support tools (e.g.,Zendesk, Elastic or Zenduty).
• Proven ability to enforce processes and maintain quality standards.

Leadership Experience and Competencies:

• Proven Leadership in leading, mentoring, or formally managing technical teams.
• A track record of coaching and developing team members within a high-trust, collaborative environment.
• The ability to combine personal care with direct challenges, excelling in both giving and receiving constructive feedback.
• A client-centric mindset with the discipline to maintain and improve high-quality standards and documentation.
• Confident in making autonomous operational decisions while identifying the appropriate moments for escalation.

Benefits

Why Join Electrum?

• We believe in a People First approach, ensuring a culture where you can thrive and make a real difference
  
  

Your Career & Culture

• Career Growth: Delivering world-class financial software is challenging, but your effort will earn you hands-on experience with products used by millions, accelerating your career.
• Strong Teams: We keep teams small, focused, and collaborative to maximize impact.
• Transparency: We openly discuss strategy, finances, and salaries. Mistakes are viewed as learning opportunities that we actively discuss.
• Autonomy: We trust you. You're expected to seek out the data needed for informed decisions and manage your own time—knowing when to focus and when to recharge.
• Shared Vision: You'll have the power to shape the vision of how we build the future of financial services.

Practical Perks

Here's how we support our culture:

• Flexible Work: Office-first environment with flexible hours.
• Generous Leave: Starting at 20 days per year.
• Office Perks (Cape Town): Fully-stocked kitchen and daily catered lunch.
• Social Life: Regular team activities like hikes, getaways, and dinners