Application Support

The Application Support Analyst will provide dedicated production and operational support for the Tiki platform. The team will ensure timely support for business users, effective production issue management, release validation, post -release monitoring, SLA tracking, and visibility to management. 

Key Responsibilities

• Provide day -to -day application support for the Tiki platform and related business workflows.
  
• Monitor Tiki Admin, Console, onboarding, transaction flows, user activities, and operational processes.
  
• Log, track, escalate, and follow up on production issues through closure.
  
• Support business users during go -live, post -go -live, and daily operations.
  
• Coordinate issue resolution with Product, Engineering, QA, Security, Compliance, Operations, and vendors.
  
• Support release validation, deployment checks, change evidence, and post -release monitoring.
  
• Maintain known -error records, FAQs, runbooks, operational guides, and support documentation.
  
• Prepare incident reports, RCA follow -up, corrective action trackers, and SLA reports.
  
• Support audit evidence, access reviews, change records, and operational resilience documentation for Tiki.
  

Requirements

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 in cross boarder payment platform.
•  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.
  
  
  

Benefits