Technical Support Developer

Job Description

THE OPPORTUNITY THAT AWAITS YOU

Our client is an innovative and rapidly evolving Fin Tech hub that is transforming the way individuals access and manage their finances. With a strong focus on financial inclusion, technology-driven solutions and customer empowerment, the business is making meaningful strides in delivering accessible financial services through its digital platforms.

Operating in a dynamic and fast-paced environment, placing technology, collaboration and continuous improvement at the heart of its success. As this team continues to evolve, there is an exciting opportunity for a technically minded professional to join a team committed to building reliable, scalable and impactful financial technology solutions.

This opportunity is ideal for someone who thrives on solving complex technical challenges, enjoys working across different technologies and wants to contribute to a business where innovation and operational excellence go hand in hand.

YOUR KEY RESPONSIBILITIES

As a Developer Technical Support professional, you will play an integral role in ensuring the stability, reliability and performance of the organisation's applications, systems and integrations. Working closely with Development, QA, Dev Ops and Product teams, you will bridge the gap between technical operations and the wider business, ensuring issues are resolved efficiently and sustainably.

• Provide hands-on technical support across business-critical applications, platforms, systems and integrations, ensuring minimal disruption to business operations and customers.

• Investigate, diagnose and resolve technical incidents involving software applications, APIs, databases and system integrations, identifying underlying causes and implementing effective solutions.

• Monitor application performance, system health and operational alerts, proactively identifying potential issues before they escalation into business-critical incidents.

• Manage technical incidents and service requests in accordance with agreed service levels, maintaining accurate records, providing regular updates and escalating complex issues where necessary.

• Troubleshoot API failures, integration defects, database anomalies and data flow issues, collaborating with Development and Dev Ops teams to achieve permanent resolutions.

• Support technical service requests relating to system configurations, user access, permissions, environment setup and software installations.

• Collaborate with Development and QA teams to reproduce software defects, support technical investigations and assist with production releases, deployments and testing activities.

• Conduct initial root-cause investigations, identify recurring technical challenges and recommend improvements that enhance system reliability and reduce repeat incidents.

• Maintain comprehensive technical documentation, troubleshooting guides and knowledge-base articles to support effective knowledge sharing across the technical team.

• Identify opportunities to streamline technical support processes through automation, improved workflows and the responsible use of AI-enabled tools.

• Participate in a rotational standby schedule, providing technical assistance outside standard working hours when required to maintain operational continuity.

OUR REQUIRED EXPERTISE

• A Diploma or Degree in Information Technology, Computer Science or a related discipline.

• 2–4 years of experience in Technical Support, Application Support, Software Support or a similar technical environment.

• Demonstrated experience investigating and troubleshooting software applications, technical systems and production-related incidents.

• Practical understanding of APIs, databases, system integrations and application troubleshooting.

• Experience working with incident management and ticketing platforms such as Jira Service Management, Zendesk or similar tools.

• Exposure to application monitoring, system performance investigations and technical incident resolution.

• Experience collaborating with Software Development, QA, Dev Ops and other cross-functional technical teams.

• Strong analytical and problem-solving capabilities, with the ability to investigate complex technical issues and identify sustainable solutions.

• Excellent communication skills, with the ability to engage effectively with both technical and non-technical stakeholders.

• A proactive, detail-oriented approach to troubleshooting, documentation and continuous improvement.

• Experience with in a SaaS, Fin Tech or technology-driven environment would be…