Product Support Engineer at Flutterwave

Job Title: Product Support Engineer

Activities

• Conduct daily routine monitoring, operation and maintenance of all products in production in the Products space for optimal performance and ensure compliance to relevant standards. 
• Take full ownership of an issue without supervision and handle and solve the issue depending on the complexity of the problem via the incident management tool and within stipulated SLA
• Work closely with the development team to help in permanent issue resolution
• Maintains a state-of-the-art subject matter expertise (SME) on existing and planned technologies, including related products and services offerings
• Assist to manage the availability and optimal performance of application configurations, problem and incident management to ensure IT service continuity and prompt support delivery
• Work with Engineers across various teams and other stakeholders to ensure new applications meet the organization’s operational standard and resolve the product bugs in production
• Collaborate with Infrastructure & Security Teams to ensure that vulnerabilities identified on Products are remediated appropriately
• Have a Sense of urgency to escalate product issues when appropriate; maintains a sense of problem ownership’ to drive all issues to a successful resolution. 
• Fulfill service requests and perform routine maintenance and support activities
• Participate in the organization’s business continuity testing of critical products and services as it relates to products
• Assist with closing internal and external audit exceptions as it relates to products.
• Develop proactive ways of automating routine tasks within the team functions
• Soliciting and documentation of incident management reports and learnings from incidents and problems.

Candidate Profile

• 3- 6 years of experience in technical or product support, preferably in a fintech or software-as-a-service (SaaS) environment.
• Bachelor’s Degree in Computer Science, Engineering or related disciplines
• Working knowledge of software development frameworks, concepts and best practices
• Working knowledge of structured systems analysis and design, and software development life cycle
• Intermediate knowledge of application design, implementation and operations
• Understanding of service management tools for event management, provisioning and monitoring
• Knowledge of APIs and API testing platforms etc.
• Customer-centricity
• Creative, results-oriented and analytical with strong problem-solving capability
• Strong SQL Skills
• ITIL – Service Management certification will be considered an asset 
• Any Microsoft, google or Oracle certification will be considered an asset
• Ensure personal information of customers, employees, and other individuals the company conducts business with is processed and protected in line with applicable data privacy policies, privacy laws, and global best practices.

Application Instructions:

The application deadline is Not Specified. Therefore qualified and interested candidates can “CLICK HERE TO SUBMIT APPLICATION” It is important to visit the official website (link found below) for detailed information on how to apply successfully for this vacancy.

Website:

Official Job Website: https://flutterwavego.bamboohr.com/careers