Technical Support Engineer at Moniepoint Inc.
Moniepoint is a financial technology company digitising Africa’s real economy by building a financial ecosystem for businesses, providing them with all the payment, banking, credit and business management tools they need to succeed.
Job Description
- We are looking for an Application Technical Support Engineer to provide enterprise-level assistance to our production applications and services.
- You will be responsible for the stability, integrity, and operation of our production applications by supporting, monitoring and driving optimizations while also providing root cause analysis with recommendations for improvements.
- You will research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner.
Location: Remote
Job Type: Full-time
What you’ll get to do
- Provide tier two application support to production systems and identify any issue in production.
- Taking ownership of customer issues reported and seeing problems through to resolution.
- Collaborate with product and engineering teams to fix bugs.
- Participate in regular rotations for weekday and weekend on-call coverage, providing emergency support to customers, or working with the SRE team to coordinate incident communications.
- Monitor performance metrics for various production systems, identify root cause for all technical issues and work with the engineering team to resolve them.
- Manage team ticket queue and resolve in a timely manner.
- Develop and maintain accurate technical, software operations and support related documentation.
- Work with software vendors to have application issues fixed, both short term and long term (root cause).
- Act as a technical resource during other projects as required.
Requirements
- Proven work experience as a Technical Support Engineer or similar role.
- Minimum of 3 years experience supporting software applications.
- BSc degree in Information Technology, Computer Science or relevant field
- Experience in a support or other service-oriented customer facing role.
- Experience in managing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand off to the development team, and case resolution.
- Experience being on-call and can jump into a complex situation and make sense of and communicate clearly to stakeholders what’s going on.
- Basic Understanding of OOP concepts and other programming concepts.
- In depth knowledge of SQL databases particularly MYSQL.
- Familiarity with basic network concepts and tools.
- Experience troubleshooting using stack traces and log file.
- Familiarity with Git and continuous integration, delivery, and deployment principles
- Experience interacting with APIs and troubleshooting related requests.
- Hands-on experience with Windows/Linux/Mac OS environments.