Application Support Officer
Would you enjoy learning how to make new software configurations? Do you have an eye for detail and a logical way of thinking? Read on to find out more about this Application Support Officer role at Tiko!
About Tiko
Tiko is a high-growth, award-winning African nonprofit on a mission to radically transform healthcare access. Recognized as an Audacious Project awardee and one of the fastest-growing NGOs in the sector, we are committed to strengthening the potential and resilience of adolescent girls across Africa. We address the "Triple Threat" of unintended pregnancy, HIV infection, and sexual and gender-based violence by building local health ecosystems that provide stigma-free, no-cost, quality-assured services.
Our model brings together key local actors: community-based organizations (CBO) with peer mobilisers who act as health companions to girls; public and private health clinics that deliver care; and retail partners that redeem Tiko Miles -our behaviour-change incentive programme that rewards service uptake and feedback.
We invest in partners by strengthening CBO capacity, training frontline workers and providers, supporting clinic quality improvement, and compensating partners based on performance. Our technology platform connects all actors by enabling referrals, verifying service delivery, facilitating payments, and generating real-time data.
Tiko operates in six countries: Kenya, Ethiopia, Uganda, Burkina Faso, South Africa, and Nigeria, with additional offices in Portugal, the Netherlands, and the United Kingdom. For a clear overview of our work, we recommend watching this short video.
Globally, our team consists of +250 enthusiastic, international colleagues. Whether you are working from our biggest office in Nairobi, the fast-growing office in South Africa, or from home, our people are young, and our culture is global and dynamic. Our work environment is fast-paced, informal, and friendly.
For this position, we welcome applicants from Portugal and South Africa.
The Job
You will provide second-line technical support for system issues escalated by our first-line support teams. You will investigate incidents, identify their root causes and either implement a resolution or collaborate with the relevant engineering team when further technical support is required. You will also configure new and existing products, services and business rules within our platform based on organisational and end-user requirements.
Key Responsibilities
- 2nd Line Support, Troubleshooting & Escalation: You investigate system issues escalated by first-line support, using tools such as Grafana logs, database queries, AWS topics and queues to identify root causes and implement solutions. When engineering support is required, you document and escalate the issue with the relevant evidence and collaborate with technical teams through to resolution.
- Monitoring & Issue Prevention: You monitor platform usage, application behaviour and system health, identifying recurring issues and opportunities to detect problems before they affect users.
- Application Configuration & Continuous Improvement: You configure new and existing products, services and business rules within the platform based on organisational and end-user requirements. You also identify and implement improvements to existing configurations, support processes and internal tools to increase platform and team efficiency.
- Configuration Quality & Testing: You review and test configuration changes to ensure they meet the agreed requirements and do not negatively affect existing platform functionality.
- Requirements Refinement: You work with Product Managers to clarify business needs and translate them into clear, feasible and maintainable configuration requirements.
- AI Tools Exploration: You explore and assess AI tools that can improve troubleshooting, documentation, knowledge sharing and the overall efficiency of second-line support activities.
- Documentation & Knowledge Sharing: You create and maintain user guides, configuration documentation and troubleshooting procedures, and conduct demonstrations or training sessions when required.
About You
You are a logical and structured thinker who enjoys understanding how systems work and finding practical solutions to technical and operational problems. You have strong problem-solving skills, attention to detail and an interest in technology, data analysis and software applications. You are comfortable investigating issues independently while also knowing when to involve other teams. You communicate clearly, collaborate effectively with people from different backgrounds and are confident in sharing your perspective. You take ownership of your work, remain curious and actively look for ways to improve systems, processes and ways of working.
Requirements
- 4+ years of experience in application support, technical support, software configuration or a similar role.
- Experience configuring, supporting and maintaining software or mobile applications.
- Strong troubleshooting, analytical and problem-solving skills.
- SQL knowledge and experience using database queries for analysis and troubleshooting.
- Proficiency in Microsoft Excel, Google Sheets or similar spreadsheet tools.
- Experience using monitoring, logging and observability tools, such as Grafana, to build dashboards, configure alerts and analyse system behaviour.
- Experience working with Salesforce CRM, particularly in a Salesforce Administrator role or application support capacity.
- Ability to understand business requirements and translate them into technical configurations.
- Experience documenting processes, system behaviour and troubleshooting procedures.
- Ability to collaborate effectively with technical and non-technical stakeholders
- Clear and confident written and verbal communication skills in English.
- You are currently based in Portugal or South Africa
Recruitment Process
- Step 1: Introductory call with our Recruiter - Around 30 minutes
- Step 2: Interview with the Applications Support team - Around 60 minutes
- Step 3: Assessment
- Step 4: Final interview with the Support Manager - Around 60 minutes
Compensation & Benefits
- The salary range per year for this position are:
- Portugal: €1,968 - 2,600 gross per month (x14)
- South Africa: R40,158 - R50,300 gross per month (x12)
Your final salary will be determined based on your experience and alignment with your future colleagues
In addition to your monthly salary, we offer you:
- Benefits and allowances tailored to your location.
- Flexible work arrangements, including remote or hybrid options.
- A personal development budget of €500 per year to invest in your professional growth
- Unlimited holiday days to use as you see fit - just coordinate with your team and take the time you need to recharge.
- The opportunity to shape a growing, impactful product and leave your mark on how we work
- A culture built on trust - we believe you'll do your best without the need for unnecessary rules or micromanagement
The Details
Interested? Click Apply for This Job! Want more information? Check out our website Tiko - Do more with Tiko. We only accept applications through the apply links, not by email.
Important Recruitment Fraud Alert
Please be aware that Tiko maintains a professional and ethical recruitment process.
Zero Fees: We do not charge candidates any fees for applications, interviews, or processing at any stage of the hiring journey.
Fraud Prevention: If you receive a request for money, bank details, or "onboarding equipment" payments from someone claiming to represent us, this is not a legitimate request.
Official Channels: We only communicate through our verified company email domain (@tiko.org).
If you are approached by anyone asking for payment in our name, please ignore the request.