Position Objectives:
The Technical Support Engineer will provide technical, application, and operational support for the Bonya platform during project delivery, testing, rollout, and post-go-live stabilisation. The role will support users, investigate incidents, assist with configuration, monitor platform behaviour, coordinate with development and infrastructure teams, and help ensure smooth adoption of the system.
Job Description and Responsibilities
- Provide first-level and second-level support for Bonya users during UAT, pilot, rollout, and production stabilisation.
- Log, triage, investigate, assign, and track incidents, service requests, defects, and user queries.
- Support user access, role assignment, password/SSO issues, workflow issues, and configuration-related support requests.
- Reproduce reported defects and provide a clear technical analysis to developers and testers.
- Monitor application behaviour, system logs, job failures, integration errors, and performance issues.
- Support data import/export activities, report generation, user administration, and routine operational tasks.
- Assist with deployment validation, smoke testing, release verification, and environment checks.
- Prepare support guides, FAQs, knowledge base articles, and user support documentation.
- Participate in hyper care and post-go-live support.
- Escalate issues to infrastructure, development, database, integration, or security teams as required.
Qualification and Required Skills
- Diploma or Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field.
- 3+ years of experience in application support, technical support, systems support, or service desk escalation roles.
- ITIL Foundation or equivalent service management certification is desirable.
- Experience supporting ERP, CRM, workflow, service management, or custom enterprise applications.
- Experience with Odoo or similar enterprise platforms is desirable.
- Basic understanding of Linux, PostgreSQL, web applications, APIs, logs, user roles, and access control.
- Experience working with ticketing tools, incident management processes, and SLA-based support.
- Experience supporting UAT, go-live, and hyper care activities is advantageous.
