Skills and Experience:

• Bachelor’s degree in computer science, Software Engineering, or a related field from a recognised institution.
  
• 1–2 years of hands-on experience in a technical support, software development, or similar role
  
• Solid understanding of how web and mobile applications are built and operate
  
• Proficiency in working with databases and writing SQL queries for investigation and debugging purposes.
  
• Experience working with Linux/Unix-based environments and command-line tools
  
• Familiarity with application monitoring and observability tools (e.g. Datadog, Grafana, New Relic, or similar)
  
• Experience with version control systems, particularly Git
  
• Understanding of RESTful APIs and the ability to test and debug API interactions
  
• PHP and/or Golang development experience is a strong added advantage
  
• Exposure to cloud platforms such as AWS or Google Cloud is an added advantage
  
• Strong analytical and problem-solving skills with a methodical approach to diagnosing issues
  
• Excellent written and verbal communication skills, with the ability to convey technical information clearly to both technical and non-technical audiences
  
• Ability to manage and prioritize multiple issues simultaneously in a fast-paced environment
  
• A proactive, ownership-driven mindset with a commitment to seeing issues through to resolution
  
• Eagerness to learn, adapt, and grow within a dynamic engineering environment.
  
• Strong attention to detail and a passion for delivering high-quality outcomes.
  

• Serve as a key point of escalation for application issues across our web and mobile platforms, ensuring timely acknowledgement and resolution within defined SLAs
  
• Diagnose and troubleshoot application bugs, performance degradations, and system failures, working cross-functionally with the engineering team to drive resolution
  
• Conduct thorough Root Cause Analysis (RCA) on recurring or high-impact incidents, documenting findings, corrective actions, and preventive measures
  
• Monitor application health, infrastructure metrics, system logs, and alerts, proactively identifying and flagging anomalies before they impact end users
  
• Develop and maintain scripts and tools to automate repetitive support tasks and processes, improving team efficiency and reducing manual effort
  
• Maintain clear, accurate, and up-to-date documentation, including runbooks, incident reports, post-mortems, and internal knowledge base articles
  
• Collaborate effectively with software developers to reproduce, communicate, and prioritise reported issues
  
• Participate in on-call rotations and provide support during critical incidents as required
  
• Contribute to the continuous improvement of support workflows, tools, and best practices