Software Support Analyst

Purpose of the role

• The Software Support Analyst reports to the Support Analyst Lead and helps keep Unifi's software and applications running smoothly. You investigate, troubleshoot and resolve software issues so our frontline teams can continue making life easy for our clients.
• You'll work closely with developers, product teams and business users to understand problems, find the root cause and get them resolved.
• This is not an infrastructure or desktop support role. You'll work hands-on with Unifi's applications, system data and technical teams rather than supporting hardware, networks or general IT infrastructure.

Responsibilities

• Provide first- and second-line support for Unifi's software and business applications
• Investigate, troubleshoot and resolve application and system issues within agreed service levels
• Use SQL, system logs and monitoring tools to understand what is happening and identify the cause of issues
• Perform root cause analysis and help prevent recurring problems
• Log, manage and drive support requests through to resolution using the ticketing system
• Accurately document issues, root causes and resolutions so others can learn from them
• Work closely with developers, product teams and users to resolve issues quickly
• Spot recurring problems and recommend simple, practical improvements
• Keep stakeholders informed and explain technical problems in a clear, simple way
• Stay curious and keep learning about our systems, tools and better ways of working
• Help keep our frontline teams running smoothly so they can make life easy for our clients
• Live the Unifi values by taking ownership, working as one team and speaking up when something isn't working
• Make Unifi a fun place to work

Requirements

• 3–5 years' experience in software, application or production support
• Hands-on experience investigating and resolving issues in business applications or software
• Hands-on experience using SQL to investigate application issues, validate data and troubleshoot problems
• Experience using monitoring or logging tools such as Elasticsearch/Kibana, or similar tools
• Strong problem-solving skills — you enjoy digging into problems, asking why and finding the root cause
• A good understanding of the Software Development Life Cycle SDLC and how software moves from development into production
• Able to work independently while connecting with developers, product teams and Unifi users to get things done
• A clear communicator who can explain technical issues simply and keep people informed until the problem is resolved
• Highly organised, with strong attention to detail and pride in getting things right
• Experience with Jira or a similar ticketing system is an advantage
• Willing to be on standby approximately once every six weeks, or when needed, to help keep our systems running smoothly
• Curious, willing to learn and comfortable questioning things when they don't make sense
• Excited by the opportunity to build and support technology that makes life easy for people across Africa