Technical Support Engineer at Moniepoint Inc. (Formerly TeamApt Inc.)

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.