- Role Description
- The Application Support Analyst / Software Support Specialist / Product Support Engineer resolves software issues and helps users maintain effective access to business applications. Responsibilities include investigating incidents, reproducing faults, documenting solutions, monitoring recurring problems, and coordinating fixes with development teams.
- The Application Support Analyst focuses on application availability and business processes. The Software Support Specialist guides users through configuration and functionality issues, while the Product Support Engineer investigates complex technical faults involving logs, APIs, integrations, and product behaviour.
- Qualifications
- Diploma or degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent experience.
- Experience in application support, software troubleshooting, technical customer support, or a related role.
- Ability to investigate issues systematically and document clear reproduction steps.
- Understanding of software applications, operating systems, databases, and basic networking.
- Familiarity with ticketing platforms, remote support tools, and knowledge bases.
- Strong communication skills for explaining technical issues and managing user expectations.
- Ability to prioritise incidents, coordinate escalations, and maintain accurate support records.
- For application support positions, experience using SQL, reviewing logs, and investigating application workflows.
- For software support positions, experience assisting users with configuration, access, and product features.
- For product support engineer positions, experience troubleshooting APIs and integrations, analysing diagnostic data, and collaborating with engineers on fixes.
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Application Support Analyst / Software Support Specialist / Product Support Engineer
Réseau des Jeunes Féministes d'Afrique Centrale -REJEFEMAC
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