ONBOARDING AND SUPPORT ENGINEER - LAGOS

JOB TITLE: ONBOARDING AND SUPPORT ENGINEER (TIER 1)

DEPARTMENT: E-INVOICING DEPARTMENT

LOCATION: LAGOS

WORK MODE: FULL TIME

ROLE SUMMARY: The Onboarding and Support Engineer (Tier 1) is responsible for taking every new customer live on the HuiosPay e-invoicing portal, operating NRS portal procedures and taxpayer-key handling on customers' behalf, and running the Tier-1 support desk in West Africa Time with a 24/7 on-call rota for P1 incidents, triaging every ticket with the right reason code and escalating cleanly to ClayDesk Tier 2.

KEY RESPONSIBILITIES:

1. Set up each customer on the portal: organisation, entities, users and roles, MFA, branding and invoice numbering; run the first sandbox invoice, then the first production invoice, against a checklist, and close out with a handover note.

2. Run NRS portal procedures for clients: guide them through onboarding on the NRS MBS portal, obtain and when required rotate their taxpayer key, enter keys only through the portal (never by email, chat or ticket), and confirm the QR on the first invoice verifies to the client's own name.

3. Onboard bulk-upload customers by supplying the CSV template, checking the first file and running the first upload.

4. Run the Tier-1 support desk from 08:00 to 18:00 WAT, Monday to Friday, by email, phone and portal ticket; cover P1 and P2 incidents outside those hours through the on-call rota.

5. Triage every ticket by severity, reason code (NRS rejection, validation error, delivery, access, how-to) and customer impact; resolve Tier-1 issues (data errors, user access, resubmission, guidance) and escalate the rest to ClayDesk (Tier 2) with complete information.

6. On a P1, acknowledge within 15 minutes, engage ClayDesk Tier 2 at once, update the customer every 30 minutes until resolved, and write the incident note.

7. Track SLA clocks and prepare the monthly SLA report for customers with the Head of Sales.

8. Write a knowledge-base article for every repeat issue, maintain the reason-code guide, send a satisfaction survey after every ticket, and report the top ten issues to ClayDesk each month.

9. Check in with every customer at 30 days after go-live, watch usage, and flag customers at risk to the account owner.

REQUIRED QUALIFICATIONS

10. Bachelor's degree in Computer Science, Information Technology, Engineering or a related field.

11. Three or more years in technical support, application support or implementation for a SaaS, fintech or ERP product.

12. Comfortable with web portals, CSV files, basic JSON and reading API or webhook logs.

13. Disciplined with sensitive credentials and able to follow a written procedure exactly.

14. Clear, calm English on the phone and in writing, including with a customer under pressure.

15. Willing and able to work an on-call rotation

16. Professional certification such as ITIL Foundation or equivalent service-management training will be an added advantage. Support experience with accounting or invoicing software, hands-on use of a ticketing tool (Zendesk, Freshdesk, Jira Service Management or similar), basic SQL or scripting, and familiarity with the NRS MBS portal will also be an advantage.

WHY WORK WITH US?

17. Competitive industry standard salary and incentives.

18. Flexible and Cooperative working environment.

19. Growth and professional Development opportunities

Interested candidates should send a copy of their CV/Resume to [email protected]

Work Location: Hybrid remote in Lagos