Software Developer Applications Support

Company Description

Beem is a Pan-African tech startup based in Dar es Salaam Tanzania but with a presence across more than 20 African markets. Our unique service provides enterprises the ability to reach customers across Africa using sms ussd airtime and other services. Our company has been named a Forbes Africa top 20 technology startup and has also been featured on Al-Jazeera BBC Africa and ChoiceFM. Read more about our story at Summary
Beem is hiring a Software Developer - Applications Support for our Support team in Dar es Salaam.

Requirements

Responsibilities/Duties:

1. Application API & Messaging Platform Support (L1)

• Provide first-level (L1) technical support for applications APIs and messaging platforms
  

• Troubleshoot application behavior integrations and service disruptions
  

• Analyze traffic patterns to identify whether issues originate from: Specific applications Customer environments Partner or external platforms
  

• Support timely service restoration and ensure minimal customer impact
  

2. Monitoring Traffic Analysis & Service Quality

• Monitor traffic flows failure rates queues and quality degradation
  

• Identify abnormal patterns or performance degradation impacting service continuity
  

• Isolate probable causes of incidents using logs metrics and traffic data
  

• Escalate risks or emerging issues proactively to L2 support teams
  

3. Incident Management & Escalation

• Receive analyze and act on customer and internal support escalations
  

• Own incidents from initial report through resolution or escalation
  

• Escalate issues to L2 support when they exceed defined scope or SLA
  

• Provide clear technical context timelines and investigation findings during escalation
  

4. Customer & Stakeholder Communication

• Support customers and internal stakeholders with empathy clarity and ownership
  

• Communicate proactively with Customer Support Account Enterprise and other teams
  

• Provide timely updates on incident status impact and resolution progress
  

• Ensure customer expectations are managed professionally throughout the incident lifecycle
  

5. Ticket Management & Documentation

• Create update follow up and close help desk tickets accurately
  

• Maintain clear technical notes investigation steps timelines and actions taken
  

• Ensure tickets meet documentation and audit standards
  

6. Integrations Operations & Maintenance Support

• Support system integrations including SMS and other messaging platforms
  

• Assist with backup validation archival checks and routine operational tasks
  

• Execute operational procedures as guided by L2 engineers and defined processes
  

7. Problem Management & Continuous Improvement

• Identify recurring incidents or abnormal patterns
  

• Raise issues to L2 support for Problem Management and Root Cause Analysis (RCA)
  

• Contribute to process improvements documentation and preventative measures
  

8. Operational Readiness & Coverage

• Participate in shift rotations including after-hours weekends and public holidays
  

• Follow defined operational processes escalation paths and SLAs consistently
  

• Support a culture of accountability reliability and continuous learning
  

• Have a foundational background in IT operations application support telecommunications networking or system administration
  

• Have hands-on experience with one or more programming languages including PHP Python and Java and are comfortable reading debugging and understanding application code
  

• Have hands-on exposure to messaging and integration platforms such as SMS SMSC platforms SMPP gateways Kannel or USSD systems or demonstrate a strong willingness and ability to learn them quickly
  

• Are familiar with Linux-based systems API integrations and structured application troubleshooting techniques
  

• Enjoy investigating application and API issues analyzing logs traffic patterns and system behavior to identify root causes
  

• Demonstrate a strong customer-service mindset and understand the importance of service availability reliability and timely resolution
  

• Can identify problems methodically and apply practical effective solutions under operational constraints
  

• Communicate clearly professionally and confidently (written and verbal) with customers and internal technical teams
  

• Follow structured troubleshooting and escalation processes and know when and how to escalate issues appropriately
  

• Are able to prioritize multiple issues manage incidents effectively and remain calm in a fast-paced production environment
  

• Are patient detail-oriented curious and motivated to learn complex platforms and integrations
  

• Can absorb new technical information quickly and apply it effectively during live incidents
  

• Enjoy working in a collaborative team-oriented environment and supporting shared operational goals
  

• Are resourceful and adaptable when dealing with unfamiliar systems or unexpected issues
  

• Possess a positive can-do attitude and take ownership of issues within defined responsibilities
  

• Are a strong multi-tasker comfortable switching between customer communication troubleshooting monitoring and documentation tasks
  

Benefits

• Competitive Salary
  

• Laptop
  

• Team events & training
  

• Health Insurance Subsidy
  

• Airtime & Travel Expenses