Intermediate Application Support Engineer

Cape Town – Western Cape

An exciting B2B tech company working with some of South Africa’s biggest household names is offering an excellent opportunity for a motivated Intermediate Application Support Engineer to provide end-user support to a number of key clients. You’ll get to work with cloud payments software that is used by major international banks and retailers. You will be responsible for supporting a highly complex environment that requires 99.9% uptime. In addition, you will assist in the building, maintenance, and troubleshooting of our rapidly expanding cloud infrastructure and leading-edge payments tech.  You must have a bachelor’s degree in Information Technology or other relevant qualification, 4 – 6 years support experience/systems engineering experience, a minimum of 2 years’ experience in Linux, a minimum of 2 years’ experience supporting applications and Excellent database knowledge and experience using MySQL (writing SQL scripts and/Perl, Python, Shell) (Non-negotiable).
  • You will apply analytical skills and technical knowledge to solve complex payments software problems.
  • Responsible for providing technical support to Electrum’s customers to resolve technical issues.
  • Work with software developers, project managers and architects to resolve production and support issues.
  • Updating the Wiki with relevant technical support documentation.
  • Experience with support ticketing systems such as Freshdesk.
  • Responsible for implementing and abiding by security measures.
  • Mentor junior and intermediate support engineers.
  • Research and identify software bugs.
  • Ask customers targeted questions to quickly understand the root of the problem.
  • Escalate unresolved issues to appropriate internal teams (e.g., software developers).
  • Refer to internal knowledge base or external resources to provide accurate resolutions.
  • Track and administer support issues through to resolution, within agreed time limits and communicate expectation with clients.
  • Prioritise and manage several open issues at one time.
  • Prepare accurate and timely reports.
  • Contribute to the internal knowledge base.
  • Build and maintain strong relationships with our clients.
  • Bachelor’s degree in Information Technology or other relevant qualification.
  • 4 – 6 years of support experience/systems engineering experience.
  • Minimum of 2 years’ experience in Linux.
  • Minimum of 2 years’ experience supporting applications.
  • Excellent database knowledge and experience using MySQL (writing SQL scripts and/Perl, Python, Shell).
  • Experience working with Java code.
  • Good networking skills: TCP/IP, Load Balancers, Firewall, VPN’S.
  • Customer Support experience.
Increase Your Odds by Having:
  • Experience in the Payments industry.
  • AWS experience.
  • Experience working in an ITIL environment.
  • Worked with APIs previously.
  • Experience resolving 3rd line application support tickets.