SAMU is a fast-growing food and essentials delivery app, serving users in Nigeria. We help customers get meals, groceries, and everyday items from local vendors quickly and reliably. Our mission is to make convenience accessible in every neighborhood.

🎯 Role Overview

As a Tech Support Specialist at SAMU, you will be the first line of contact for our users and internal teams when technical issues arise. You will troubleshoot app functionality, support merchant and customer onboarding, and collaborate with the QA and development teams to ensure smooth operation of our mobile and web platforms.

🧩 Responsibilities

• Provide real-time technical assistance to users (customers, riders, and vendors) via Intercom, Slack, WhatsApp, email, or internal support tools.
• Identify, reproduce, and report bugs or issues to QA/dev team with clear documentation (screenshots, logs, test steps).
• Monitor and respond to incidents reported in our #incidents Slack channel.
• Track and escalate unresolved issues in Asana or our ticketing system.
• Collaborate with product and engineering teams to test and validate fixes before release.
• Maintain internal documentation (FAQs, troubleshooting guides, vendor onboarding instructions).
• Educate vendors and drivers on app functionality and resolve setup or payment issues.
• Participate in product update meetings to stay informed of new features and common bugs.

✅ Requirements

• 1+ year of experience in technical support, customer support, or QA roles (preferably in a tech/startup environment).
• Strong troubleshooting and problem-solving skills.
• Familiarity with mobile apps (iOS & Android), and common tools (Slack, Asana, Postman, browser dev tools).
• Basic understanding of REST APIs and ability to sniff/log network requests.