Technical Support Engineer

Job Summary

The Technical Support Engineer provides technical, application, and operational support for the Bonya platform across project delivery, testing, rollout, and post-go-live phases. The role supports users, investigates incidents, manages configurations, and coordinates with development and infrastructure teams to ensure smooth system adoption.

Responsibilities

• Deliver first-level and second-level support for Bonya users during UAT, pilot, rollout, and production stabilisation phases.
• Log, triage, investigate, assign, and track incidents, service requests, defects, and user queries.
• Handle user access, role assignment, password and SSO issues, workflow problems, and configuration support requests.
• Reproduce reported defects and provide technical analysis to developers and testers.
• Monitor application behaviour, system logs, job failures, integration errors, and performance issues.
• Support data import and export activities, report generation, user administration, and routine operational tasks.
• Assist with deployment validation, smoke testing, release verification, and environment checks.
• Prepare support guides, FAQs, knowledge base articles, and user documentation.

Requirements

• Diploma or Bachelor’s degree in Information Technology, Computer Science, Information Systems, or related field.
• 3+ years of experience in application support, technical support, systems support, or service desk escalation roles.
• Experience supporting ERP, CRM, workflow, service management, or custom enterprise applications.
• Basic understanding of Linux, PostgreSQL, web applications, APIs, logs, user roles, and access control.
• Experience working with ticketing tools, incident management processes, and SLA-based support.
• ITIL Foundation or equivalent service management certification is desirable.
• Experience with Odoo or similar enterprise platforms is desirable.
• Experience supporting UAT, go-live, and hyper care activities is advantageous.

We refresh listings regularly, but some roles close early on the source platform.