Application Support Engineer

ABOUT CAREPAY:

CarePay Group is an international, fast-growing fintech company with offices in Kenya, and the Netherlands. Our vision is to make mobile health insurance accessible to everyone by using state-of-the-art technology against no marginal costs. We strongly believe in leveraging the mobile technology revolution to transform the health insurance sector. CarePay has developed a smart payment distribution platform on the foundations of the mobile money ecosystem, which connects patients, premium payers, insurers, and healthcare providers on our platform. CarePay's platform has connected over 4.7+ million participants and 5,100+ healthcare facilities across Africa. Since its start, CarePay has received wide-spread international coverage and traction.

In 2017, CarePay won the FT/IFC Transformational Business Award and in 2018 CarePay was recognized as a Technology Pioneer 2018 by the World Economic Forum, following the footsteps of an extensive line of successful companies, such as Google (2001), Twitter and Airbnb In 2019, CarePay won the Swiss Re Entrepreneurs for Resilience Award.

MAIN PURPOSE OF THE JOB

As an Application Support Engineer, you will be responsible for providing technical support for the platform by performing forensic analysis, troubleshooting, and resolving issues within agreed SLAs. You will ensure platform stability while delivering a positive and professional support experience to both internal and external stakeholders.

KEY DUTIES AND RESPONSIBILITIES

Troubleshooting and Issue Resolution

• Triage, investigate, and resolve support tickets within agreed SLAs.
• Use appropriate technical tools such as BI tools, DWH, RDBMS, and APIs to diagnose issues.
• Ensure tickets are followed up to closure with timely stakeholder communication.
  

Incident Management

• Execute incident management protocol during active incidents.
• Document root cause analysis following incidents.
  

Automation of Business Processes

• Work closely with development teams to automate business processes to improve efficiency.
• Execute temporary off-platform automated business processes.

Documentation & Knowledge Base

• Maintain clear and up-to-date support tickets documentations.
• Update the knowledge base with new troubleshooting guides and solutions.
• Contribute to standard operating procedures for common issues.
  
  

Reporting & Analysis

• Produce reports on ticket volumes, SLA compliance, resolution times, and recurring issues.
• Identify trends and recommend preventative measures.

Stakeholder Engagement

• Provide clear updates on ticket progress to internal teams and stakeholders.
• Translate technical issues into business impact for non-technical audiences.

EDUCATIONAL QUALIFICATIONS, KNOWLEDGE & EXPERIENCE

• Bachelor's Degree in Information Technology, Computer Science, Software Engineering or related field.
  
• 2-3 years experience in application support, software engineering, or a related technical role.
• Hands-on experience with databases, monitoring tools, and ticketing systems.
• Familiarity with ticket and knowledgebase management tools such as Jira and Confluence.
• Demonstrated ability to document and communicate technical findings.
  

KEY SKILLS AND COMPETENCIES

Technical Skills

• Application software support, maintenance and deployment competencies.
• Strong business processes interpretation and understanding.
• Competencies in application software monitoring technologies such as ELK stack and Datadog.
• Proficiency in data retrieval, analysis and manipulation using appropriate data technologies such as BI tools, DWH and SQL-based databases.
• Application software debugging and troubleshooting experience.
• Strong root cause analysis and documentation skills.

Communication & Interpersonal Skills

• Clear and concise communication, both written and verbal.
• Ability to translate and breakdown technical details to other business users.
• Problem solving and high attention to detail.
• Ability to manage multiple tasks and priorities in a fast-paced environment.

CarePay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family, gender identity, genetic information, marital status, race, religion, or any other characteristic protected by applicable laws, regulations, and ordinances.