Application Support Engineer

About us:

Network International is the largest Financial Technology company in the Middle East and Africa. Payments is our core business where we provide services in more than 50 countries – UAE, Jordan, South Africa, Egypt are some of our key markets. Apart from payments, we provide services on Data and Insights, Lending, Insurance, Risk Solutions, etc. Our core customers are businesses at every scale and segment, though recently we have been growing in the direct-to-consumer card segment as well.

Our EVP:

At Network International, every second counts. As a leader in the fast-paced world of financial services, we thrive on innovation, agility, and the relentless pursuit of excellence.

We recognize industry trends, the dual nature of technological advancements, and the scarcity of top talent. This is why we prioritize investing in our people.

Here, you'll work alongside industry experts to solve complex problems and leverage cutting-edge technology to stay ahead of the competition.

We offer a culture where your skills are valued, your growth is prioritized, and your achievements are recognized—because winning isn't just our goal; it's our standard.

About the Role:

We are searching for a skilled Applications Support Engineer to join our team at DPO Pay. As a prominent player in the payment processing industry, we are dedicated to delivering reliable and efficient solutions to our clients.

In this role, your duties will include providing support to our clients (internal and external), monitoring service quality, incident management, performing root cause analysis and optimizing software application performance through continuous service improvements etc. You will collaborate closely with cross-functional teams, including operations, product development, engineering, and customer support, to troubleshoot and resolve application-related issues promptly.

To ensure success as an Application Support Engineer, you should possess extensive experience in providing application support in a fast-paced environment. Great Application Support Engineers distinguish themselves by being proactive in providing application support.

Responsibilities for Internal Candidates

• Applications Maintenance:
  Close monitoring and regular maintenance of all key DPO Pay applications with the aim of meeting the expected service quality metrics.
• Client Support:
  Provide technical support to clients (internal and external), addressing inquiries, issues, and requests related to DPO Pay applications. Participate in on-call rotations to address critical production issues outside of regular business hours.
• Troubleshooting:
  Diagnose and resolve technical issues related to DPO Pay applications, ensuring minimal downtime and disruption for clients. Establishing the root causes of application errors and track their resolution to completion.
• Performance Optimization:
  Identify areas for performance improvement and implement solutions to enhance the efficiency of DPO Pay applications.
• Collaboration:
  Collaborate with cross-functional teams to implement best practices and optimize DPO Pay applications.
• Documentation:
  Create and maintain detailed documentation of configurations, procedures, and troubleshooting steps.
• Security:
  Implement and maintain security best practices, including monitoring and mitigating security threats.
• Training and Knowledge Transfer:
  Stay current with latest technologies and provide training and knowledge transfer to other team members.

Qualifications for Internal Candidates

Technical Skills:

• Bachelor's degree in computer science, engineering, or a related field.
• Proficiency in programming languages such as PhP, Golang, , Microsoft SQL and MySQL.
• Hands-on experience with MySQL, AWS (Lambdas/EC2/S3), API development, NGINX, RabbitMQ, Redis, and Sumologic (or other monitoring tools).
• ITIL knowledge and experience.
• Automation skills using any automation tools/scripts.

Strong Problem-Solving and Analytical Skills:

• Ability to analyze technical problems and propose effective solutions.
• Strong debugging and troubleshooting skills.
• Excellent attention to detail and commitment to delivering high-quality software solutions.

Communication:

• Strong verbal and written communication skills.
• Ability to effectively collaborate with cross-functional teams and stakeholders.

Continuous Learning:

• A passion for staying up to date with the latest trends and advancements in software development.
• Willingness to learn new technologies and frameworks as needed.

Monitoring and Alerting:

• Monitor system health and performance using appropriate tools.
• Configure and maintain alerting systems to proactively identify and address potential issues.

Bugs Reporting and Resolution:

• Monitor system health and performance using appropriate tools.
• Configure and maintain alerting systems to proactively identify and address potential issues.

Working Experience:

• Minimum of 3 years of experience in Applications Support. Experience in software development would be an advantage.
• Experience working in the payments industry is desired.