Application Support Officer

Netzence Sustainability Limited, a sustainability technology and management firm focused on carbon emissions reduction, climate action, and UN SDGs, is recruiting an Application Support Officer. This role acts as a bridge between end-users and software engineering teams, providing first- and second-level technical support for Netzence’s internal systems and customer-facing FinTech platforms.

Key Responsibilities

• Application Support & Incident Management: Diagnose, troubleshoot, and resolve software defects, configuration issues, and performance bottlenecks across internal and customer applications.

• Technical Escalation & Documentation: Escalate complex bugs to Engineering and DevOps teams with detailed reproduction steps, maintain issue tracking logs, and update internal knowledge bases.

• System Monitoring & Release Support: Monitor platform health proactively to minimize downtime, validate application deployments/updates, and assist in post-release testing.

• Cross-Team Collaboration: Partner with Customer Service to manage user feedback, work alongside Engineering to verify bug fixes, and provide operational insights during performance reviews.

Requirements & Qualifications

• Education: Bachelor’s Degree in Computer Science, Information Technology, or a related field.

• Experience: 2 to 4 years of experience in technical or application support. Mandatory experience within FinTech or high-growth technology environments.

• Technical Tooling: Familiarity with ticketing platforms (Jira, Service Desk, etc.), application monitoring tools, and structured incident management workflows.

Core Competencies

• Excellent troubleshooting, analytical, and root-cause analysis skills.

• Strong communication skills with the ability to explain complex technical issues clearly to non-technical stakeholders.

• High sense of ownership, customer-service mindset, and dedication to platform uptime and business continuity.