Application Support Officer at Netzence Sustainability Limited

Role Summary

• The Application Support Officer provides first- and second-level technical support for Netzence’s internal systems and customer-facing FinTech applications, ensuring high availability, fast issue resolution, and consistent service quality. The role acts as a critical bridge between end users and engineering teams, translating operational issues into actionable technical insights while supporting stable day-to-day platform operations.
• This position plays a key role in maintaining business continuity, customer trust, and delivery reliability by resolving incidents efficiently, documenting knowledge, and collaborating closely with Engineering, DevOps, Compliance, and Customer Service teams. FinTech experience is mandatory.

Key Responsibilities

Application Support & Issue Resolution

• Provide timely support for application-related issues across internal teams and customers.
• Diagnose and troubleshoot software defects, configuration issues, and performance problems.
• Track incidents through resolution, ensuring clear communication with affected stakeholders.
• Escalate complex issues to Engineering or DevOps with well-documented reproduction steps and impact assessments.

Operational Reliability

• Monitor application health and proactively identify potential issues before they impact users.
• Support deployments and releases by validating functionality and reporting anomalies.
• Contribute to business performance reliability by minimising downtime and service disruptions

Documentation & Knowledge Management

• Maintain accurate documentation of known issues, resolutions, and operational procedures.
• Build and update internal knowledge bases and FAQs to reduce repeat incidents.
• Support onboarding and training by sharing application usage guidance.

Cross-Team Collaboration

• Work closely with Engineering to validate fixes and confirm production readiness.
• Partner with Customer Service to ensure seamless handover of customer-impacting issues.
• Participate in Business Performance reviews and retrospectives, contributing operational insights and improvement recommendations.

Requirements

• Bachelor’s degree in Computer Science, or any related field.
• 2-4 years of experience in application or technical support within FinTech or technology environments.
• Strong troubleshooting and analytical skills.
• Familiarity with ticketing systems, application monitoring tools, and incident workflows.
• Ability to communicate technical issues clearly to non-technical stakeholders.
• Strong sense of ownership and service orientation.