Product Engineer

https://refactory.co.za/careers/product-support-engineer
01About the role

We build and run a production fintech lending platform: employee web and mobile apps, a back-office console, an orchestration layer, integrations with payroll, credit bureau and identity providers, and a double-entry loan engine. It is going live with real borrowers, and we need an engineer whose job is to keep it trustworthy in production.

You'll be the first line of technical defence. Triage what's reported, reproduce it, read the logs and traces, query the data, replay the API call — then decide: fix the configuration, run the runbook, or hand engineering a root cause they can act on in one pass.

You sit between the people who own the journeys and the client relationship and the engineers who own the services — and you speak both languages.

02What you'll do

1. Own incoming production issues Triage every ticket and alert: known issue, new bug, data problem, third-party outage, or user and process. Set severity, communicate status, and keep the queue honest.
2. Find the root cause, not a workaround Reproduce in staging, read structured logs and traces, query Postgres, and replay calls against our OpenAPI contracts. Hand engineering a ticket with steps, evidence and the suspect component — not “it seems broken”.
3. Work the integrations Payroll deductions, credit bureau checks, identity verification, SMS and email delivery. Know how each one fails, tell our bug from theirs, and chase vendors with evidence.
4. Fix what's yours to fix Configuration, runbook actions, data corrections through approved and audited paths, small scripts and tooling. Money is never fixed by hand — corrections go through the platform's own controls.
5. Make the platform calmer every month Write and maintain runbooks, known-issue notes and alerts. Turn repeat incidents into product fixes, and run blameless post-incident reviews.
6. Close the loop with clients Clear, calm updates to client operations teams and HR and payroll contacts — before they have to ask — and confirmation when the fix ships.