Application Support Officer

Netzence is a Nigerian technology company building FinTech and sustainability platforms, including the KlimateRide smart ride-hailing and delivery platform. Netzence is hiring a Application Support Officer to join its team in Nigeria. FinTech experience is mandatory for this role

Job Details

• Position: Application Support Officer
• Experience: 2-4 years
• Location: Nigeria (Netzence Innovation Centre, Central Business District, Abuja)

Role Summary

The Application Support Officer provides first- and second-level technical support for Netzence's internal systems and customer-facing FinTech applications, ensuring high availability, fast issue resolution and consistent service quality. The role is a bridge between end users and engineering teams, translating operational issues into actionable technical insights and working closely with Engineering, DevOps, Compliance and Customer Service teams

Key Responsibilities

Application Support and Issue Resolution

• Provide timely support for application-related issues across internal teams and customers
• Diagnose and troubleshoot software defects, configuration issues and performance problems
• Track incidents through resolution with clear communication to affected stakeholders
• Escalate complex issues to Engineering or DevOps with well-documented reproduction steps and impact assessments

Operational Reliability

• Monitor application health and proactively identify potential issues before they impact users
• Support deployments and releases by validating functionality and reporting anomalies
• Help minimise downtime and service disruptions

Documentation and Knowledge Management

• Maintain accurate documentation of known issues, resolutions and operational procedures
• Build and update internal knowledge bases and FAQs to reduce repeat incidents
• Support onboarding and training by sharing application usage guidance

Cross-Team Collaboration

• Work closely with Engineering to validate fixes and confirm production readiness
• Partner with Customer Service for seamless handover of customer-impacting issues
• Participate in performance reviews and retrospectives, contributing operational insights and improvement ideas

Requirements

• Bachelor's degree in Computer Science or any related field
• 2-4 years of experience in application or technical support within FinTech or technology environments
• Strong troubleshooting and analytical skills
• Familiarity with ticketing systems, application monitoring tools and incident workflows
• Ability to communicate technical issues clearly to non-technical stakeholders
• Strong sense of ownership and service orientation

How to Apply

Fill out the form on the website below, select "Application Support Officer" as the position you are applying for, and upload your updated CV and cover letter