Platform Support Engineer (PSH APP) at MOJEC/CLOU Meters Company

Role Overview

• As a PSH Support Engineer, you will be the technical backbone of our utility platform.
• You will ensure the seamless processing of electricity and utility payments while managing the backend fulfillment for our marketplace (meter requests and solar installations).
• You will proactively monitor system performance, resolve complex customer issues, and act as the primary liaison between our customers, field installers, and the development team.

Responsibilities
System Monitoring and Performance:

• Real-time Monitoring: Use dashboard tools to monitor transaction success rates for electricity bills, and other utility payments.
• Backend Oversight: Manage the request queue for new meters,
• replacements, and solar installations to ensure no request "stalls" in the system.
• Uptime Assurance: Conduct regular health checks on API integrations with utility providers (DISCOs) and payment gateways.

Marketplace and Request Management:

• Workflow Coordination: Manage the end-to-end lifecycle of marketplace requests (Solar systems, Inverters, Meters).
• Installer Dispatch: Coordinate with registered installers for site visits and equipment setups.
• Inventory Tracking: Monitor the status of accessories and hardware requests to ensure timely delivery and installation.

Technical Support and Escalation:

• Level 2 Support: Resolve escalated customer issues regarding failed transactions, pending meter applications, or solar system malfunctions.
• Developer Liaison: Identify backend bugs or API failures; document them clearly and escalate to the core development team for resolution.
• Root Cause Analysis (RCA): Investigate why specific transactions or requests failed and recommend system improvements to prevent recurrence.

Documentation and Reporting:

• Daily Reports: Provide daily reports on system performance, successful installations, and pending tickets.
• Knowledge Base: Maintain internal documentation on how to troubleshoot common platform errors.
• Transaction Report: Provide weekly transaction report

Additional Technical and Operayional Support

• Operational Flexibility: Provide support for other IT-related tasks, technical operations, or organizational technology initiatives as may be assigned by management, depending on PSH operational workload and business priorities.
• Cross-Functional Support: Assist other internal teams with technical activities where required to ensure smooth organizational operations and service continuity.

KPIs

• Transaction Success Rate: Maintaining >98% success for bill payments.
• Response Time: Responding to new marketplace requests within 4 hours.
• Resolution Rate: Percentage of tickets resolved without needing developer intervention.
• System Performance: Maintain 98% uptime
• Contractual Obligation: Maintain 100% contractual obligation with the payment gateway provider.

Qualifications and Experience

• Bachelor`s Degree in Computer Engineering or any IT related field
• 5 years experience in ticketing and tracking of order and delivery
• Professional certification in Renewable Energy systems or IT related.
• Experience managing a marketplace or e-commerce fulfillment backend.
• Previous experience working with Nigerian DISCOs or utility payment aggregators.