Moniepoint is hiring a
Technical Support Engineer

Summary

Join Moniepoint, a leading financial services platform in emerging markets, as an Application Technical Support Engineer. You will provide enterprise-level assistance to our production applications and services, ensuring stability, integrity, and operation. With a focus on customer satisfaction, you will research, diagnose, troubleshoot, and resolve issues in a timely manner.

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

Responsibilities

• 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

Benefits

• Culture - We put our people first and prioritize the well-being of every team member. We’ve built a company where all opinions carry weight and where all voices are heard. We value and respect each other and always look out for one another. Above all, we are human
• Learning - We have a learning and development-focused environment with an emphasis on knowledge sharing, training, and regular internal technical talks
• Compensation - You’ll receive an attractive salary, pension, health insurance, annual bonus, plus other benefits