Developer - Technical Support (CH1295)

SUMMARY:
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POSITION INFO:
Our client is a financial wellness and inclusion technology company whose earned wage access (EWA) platform enables employees to access wages they have already earned. They are seeking a Developer Technical Support professional to provide hands-on support for applications, systems, integrations and platforms. The role combines technical troubleshooting, incident management, SQL-based investigation and collaboration with Development, QA, DevOps and operational teams to minimise customer and business disruption.   Key responsibilities ·       Provide Level 2–3 technical support for applications, APIs, integrations, databases and platform issues escalated through customer support or monitoring alerts. ·       Investigate, prioritise, document and resolve incidents and service requests in accordance with SLAs; escalate critical or complex issues to the Team Lead and Development teams. ·       Analyse and develop SQL queries, scripts and stored procedures to investigate and resolve issues; assist Development with database maintenance. ·       Troubleshoot API failures, third-party integrations, data flows, application errors, configuration issues and system performance problems. ·       Monitor application health, alerts, scheduled jobs and batch processing; proactively identify risks and investigate recurring failures. ·       Record and track incidents, defects and service requests using Jira Service Management or similar tools; provide clear stakeholder updates and post-incident documentation. ·       Work with Development, QA and DevOps to reproduce defects, conduct root-cause analysis, support testing, releases, deployments, changes and upgrades, and recommend permanent fixes. ·       Support technical service requests, including access and permissions, system configuration, environments, software installations and integration requests as applicable. ·       Maintain and enhance the internal administration platform: analyse requirements, develop and test maintainable code, debug issues and maintain version control and documentation. ·       Maintain support procedures, troubleshooting guides and knowledge articles; identify opportunities for automation, process improvements and improved first-contact resolution. ·       Use approved AI tools responsibly to assist troubleshooting, coding, documentation and repetitive support tasks, with human review and appropriate protection of confidential information.   Qualifications and experience ·       Diploma or degree in Information Technology, Computer Science or a related discipline. ·       Approximately 2–4 years’ experience in technical, application or software support, preferably supporting production applications. ·       Practical C# and SQL knowledge; ability to investigate database issues and work with SQL scripts and stored procedures. ·       Experience troubleshooting applications, APIs, databases and system integrations. ·       Experience with ticketing systems such as Jira Service Management or Zendesk and working alongside Development and QA teams. ·       Exposure to SaaS, FinTech or other technology-driven environments is advantageous. ·       ITIL Foundation or relevant cloud, Microsoft, Linux or other technical certifications are advantageous.   Working hours and standby ·       Hybrid role requiring three days per week in the Stellenbosch office; candidates must be able to commute reliably. ·       Working hours are rostered to provide coverage between 07:00 and 17:00. ·       Participation in an after-hours standby rotation is required, approximately once every five weeks, including weekday overnight cover (17:00–07:00) and weekends. ·       Saturday shifts run from 08:00 to 12:00 .  General: We are committed to fair and inclusive hiring. All suitably qualified applicants are welcome to apply. Preference may be given in line with our client’s Employment Equity plan and applicable legislation. Applicants must have the legal right to work in South Africa at the time of application. Only shortlisted candidates will be contacted. If you do not hear from us within 30 days, please consider your application unsuccessful. Please include your current remuneration (CTC), salary expectation, and notice period (optional but helpful for screening). By applying, you consent to the processing of your personal information for recruitment purposes in accordance with POPIA.