Job Description

Job Summary

We are seeking an experienced

Support Engineer

to join a dynamic and growing team. The role focuses on supporting and maintaining custom-built applications deployed in live, production environments. The successful candidate will take ownership of customer-reported issues and see them through to resolution, including cases later identified as system bugs.

Support Engineers are deployed across various product lines and play a key role in ensuring system stability, customer satisfaction, and continuous operational improvement.

Location

: Cape Town (Durbanville)- Northern Suburbs preferred (due to proximity to the office)

Work Model

: Hybrid (3 days per week in office)

Candidates must have experience supporting systems and products in a live environment (this role is not aligned to IT Helpdesk support)

Key Responsibilities

Responsibilities include, but are not limited to:

Take ownership of allocated customer issues and ensure resolution within agreed timeframes Research, diagnose, troubleshoot, and resolve system and application issues Perform effective preventative maintenance through proactive inspection and monitoring Analyse and debug system and postpaid application issues Provide accurate, timely feedback to customers and internal stakeholders Ensure correct logging, tracking, and closure of all support incidents Escalate unresolved issues according to defined processes Participate in root cause analysis for critical incidents Maintain and update the knowledge base regularly Actively monitor systems and identify gaps in monitoring and alerting Participate in standby support for critical and high-impact incidents as per roster Assist with deployment of new services and products Execute daily, weekly, and monthly maintenance activities Prepare accurate operational and month-end reports within set deadlines Attend meetings and conference calls as required (including across time zones) Work extended hours when required for standby duties and production deployments Assist with training and mentoring of Junior Support Engineers Maintain confidentiality of company and client information Adhere to company policies, procedures, and health & safety standards Uphold a professional, courteous, and solution-focused approach at all times

About You (Skills & Experience)

Essential:

Strong SQL knowledge (PL/SQL highly advantageous) Strong Linux knowledge Experience supporting systems in a live production environment Understanding of the Software Development Life Cycle (SDLC) Understanding of system monitoring and alerting processes Strong problem-solving skills with accurate effort estimation

Advantageous:

Oracle APEX experience Bash scripting PL/SQL procedures and packages

Personal Attributes

Self-motivated and accountable Strong attention to detail Client- and service-oriented Able to multitask and work under pressure Strong communication and interpersonal skills Team player with a cooperative and professional attitude Trustworthy, honest, and adaptable Comfortable engaging with stakeholders at all levels (engineering to executive)
Job Types: Full-time, Permanent

Work Location: In person