• Application Deadline:
• Position: Technical Support Engineer


• Job Type Full Time , Remote


• Qualification BA/BSc/HND


• Experience 3 years


• Location Lagos


• Job Field ICT / Computer 
  

• 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.

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.

To succeed in this role, we think you should have

• 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.