Technical Support Engineer Job at TeamApt

TeamApt is Nigeria’s largest Agency banking operator and is now building the largest digital bank offering financial services products tailored to meet the needs of the underserved mass market - micropayments, savings, lending, insurance, pensions - using technology and low-cost offline distribution models. We believe providing financial access to the over 350 million Africans who are currently financially underserved will economically empower them and put them on a path to becoming the next generation of middle-class Africans.

We are recruiting to fill the position below:

Job Position: Technical Support Engineer
Job Location: Lagos (Remote)

 About the role

• We are looking for a Technical Support Engineer to provide enterprise-level assistance to our production services.
• You will be responsible for the stability, integrity, and operation of systems by monitoring, maintaining, supporting, and optimizing production services while also providing root cause analysis with recommendations for improvements.
• Some programming and debugging duties will be required in order to develop queries/reports of varying complexity and to troubleshoot and fix programmatic issues.

Duties & Responsibilities
What you’ll get to do:

• Maintain high availability for all assigned critical services and related business-impacting services.
• Provide two-tier application support to production systems and identify any issue in production.
• Taking ownership of customer issues reported and seeing problems through to resolution
• Work with Level 1 Technical support staff with escalations, knowledge transfer, training, and mentoring.
• Monitor all performance metrics for various production systems and identify the root cause for all technical issues and recommend solutions
• Ensure and enforce agreed application best practices, and analyze systems to meet regulatory compliance.
• Manage team ticket queue and resolve in a timely manner.
• Develop and maintain accurate technical, software operations and support-related documentation.
• Constantly gather information, research, and scope systems for complex issues, enhancement, and continual service improvement.
• Work with system/database administrators and the development team to resolve issues.
• Work with the software vendor to have application issues fixed, both short-term and long-term (root cause),
• Troubleshoot errors and application issues via periodic testing, help desk tickets, and other methods,
• Act as a technical resource during other projects as required

Requirements
To succeed in this role, we think you should have:

• BSc Degree in Information Technology, Computer Science or relevant field
• Proven work experience as a Technical Support Engineer or similar role.
• Minimum of 5 years experience supporting software applications.
• Basic Understanding of OOP concepts and other programming concepts.
• Ability to diagnose and troubleshoot advanced technical issues.
• Excellent problem-solving and communication skills.
• Ability to provide step-by-step technical help, both written and verbal.
• In-depth knowledge of SQL databases particularly MYSQL.
• Hands-on experience with Windows/Linux/Mac OS environments.

What we can offer you

• 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,, Employee Stock Options, annual bonus, plus other benefits.

What to expect in the hiring process

• A preliminary phone call with the recruiter
• A technical interview with the people operations team
• A behavioural and technical interview with a member of the Executive team.