Application Support Analyst at CapitalSage Technology Limited

About the job

• The Application Support Analyst will provide first and second-level support for enterprise applications, ensuring that user issues are properly logged, investigated, escalated, tracked, and resolved within agreed timelines.
• The role will support business users, CSR teams, Operations, Finance, Reconciliation, Control, Product, Engineering, and other stakeholders in resolving application-related issues.

Key Responsibilities
The selected candidates will be responsible for:

• Logging application issues from users and business units
• Troubleshooting application errors
• Validating reported defects
• Checking transaction status where applicable
• Supporting users on application navigation
• Escalating technical issues to Engineering or Infrastructure teams
• Monitoring daily application health
• Tracking open tickets to closure
• Preparing daily support reports
• Supporting post-release validation
• Maintaining issue logs and knowledge base articles
• Investigating application errors and production issues
• Reviewing application logs
• Validating API responses and error codes
• Supporting integration issue investigation
• Performing database checks where approved
• Investigating transaction and workflow failures
• Supporting root-cause analysis
• Working with Engineering on defect resolution
• Validating fixes before closure
• Supporting deployment and release monitoring
• Creating technical support runbooks

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
• 3–5 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 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.