Moniepoint is hiring a
Technical Support Engineer, Remote - Nigeria

Summary

Moniepoint is looking for an Application Technical Support Engineer to provide support for production applications and services. The role involves troubleshooting issues, collaborating with teams, monitoring performance metrics, managing ticket queues, and developing documentation. Candidates should have at least 3 years of experience supporting software applications, a BSc degree in IT or related field, and familiarity with SQL databases, network concepts, APIs, and various operating systems.

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 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
• Take ownership of customer issues reported and see 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