Application Support
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Job Summary
The Application Support Analyst will provide dedicated production and operational support for the Tiki platform. The team will ensure timely support for business users effective production issue management release validation post-release monitoring SLA tracking and visibility to management.
Key Responsibilities
- Provide day-to-day application support for the Tiki platform and related business workflows.
- Monitor Tiki Admin Console onboarding transaction flows user activities and operational processes.
- Log track escalate and follow up on production issues through closure.
- Support business users during go-live post-go-live and daily operations.
- Coordinate issue resolution with Product Engineering QA Security Compliance Operations and vendors.
- Support release validation deployment checks change evidence and post-release monitoring.
- Maintain known-error records FAQs runbooks operational guides and support documentation.
- Prepare incident reports RCA follow-up corrective action trackers and SLA reports.
- Support audit evidence access reviews change records and operational resilience documentation for Tiki.
Requirements
Requirements
- Bachelors degree in Computer Science Information Technology Engineering or a related field.
- 35 years experience in Application Support Technical Support IT Operations or a similar role preferably within fintech or financial services.
- Strong understanding of enterprise/business applications and transaction-based systems.
- Experience in cross boarder payment platform.
- Experience with support ticketing/helpdesk tools such as Jira Zendesk or similar platforms.
- Basic to intermediate knowledge of SQL and database querying for troubleshooting and data validation.
- Familiarity with APIs API response codes and integration troubleshooting.
- Ability to analyze application/system logs and identify root causes of issues.
- Understanding of incident management escalation processes and SLA-driven support environments.
- Basic knowledge of cloud infrastructure servers and application architecture.
- Experience supporting fintech products digital payments or transaction workflows is an added advantage.
- Strong problem-solving and analytical skills with attention to detail.
- Excellent verbal and written communication skills for interacting with technical and non-technical stakeholders.
- Ability to prepare reports document issues and maintain knowledge base/runbooks.
- Ability to work under pressure prioritize tasks and manage multiple issues simultaneously.
- Willingness to work in shifts weekends or on-call support where required.
Benefits
Required Skills:
Technical Requirements Python Track Strong experience with: Python Django and/or FastAPI Django REST Framework Celery C# Track Strong experience with: C# .NET 8/9/10 Core Entity Framework Core Core Requirements (Both Tracks) Strong understanding of RESTful API development. Experience with Microservices Architecture. PostgreSQL or other SQL databases. RabbitMQ and/or Apache Kafka. Docker and containerization. Git version control. Unit Testing and Test-Driven Development (TDD). Redis or similar caching technologies. Authentication and Authorization (JWT OAuth2). Experience consuming and integrating third-party APIs. Qualifications in Computer Science Computer Engineering Electrical & Electronics Engineering Information Technology or related discipline. 35 years of backend software development experience. Experience in FinTech Banking Payments Lending or Financial Services is an advantage. Nice to Have Kubernetes experience. CI/CD pipeline experience. Cloud platforms (AWS GCP or Azure). Event-Driven Architecture. OpenAPI/Swagger documentation. Monitoring and logging tools (Prometheus Grafana ELK/OpenSearch What We Look For Strong problem-solving skills. Ability to learn quickly and adapt to changing requirements. Good understanding of software engineering principles. Strong communication and teamwork skills. Passion for building reliable and scalable systems.
