Application Support Officer

Job Description

- Provide timely first and second-line support for internally deployed applications

- Investigate and troubleshoot application errors, or concerns raised by the client

- Liaise with development and product teams to escalate unresolved issues and communicate fixes to end users

- Conduct user onboarding and training for new features and system updates

- Monitor application performance and flag anomalies proactively

- Support UAT activities during product releases and system upgrades

- Maintain accurate records of incidents, known errors, and resolutions in the support knowledge base.

Requirements

Essential

- minimum 2 years of experience in application support, helpdesk, or IT support role

- Strong understanding of web-based SaaS applications

- Experience with ticketing and incident management tools (e.g. Freshdesk, Jira, Zendesk)

- Ability to read and interpret API logs, error messages, and system alerts

- Excellent communication skills be able to translate technical issues for non-technical users

- Strong analytical and problem-solving ability

- Experience supporting end users in a fast-paced product environment

Desirable

- Familiarity with industry-specific or enterprise management systems

- Understanding of software development lifecycles and Agile delivery

- Basic SQL knowledge for querying databases is an added advantage.

Work Location: Hybrid remote in Ikeja