Established in 2008, Geidea epitomizes customer focused empowerment and commercial success through continuous innovation.
Geidea makes best in class digital payment solutions available for all by attracting and leveraging the best creative & entrepreneurial talent in the market
Our solutions give any business the chance to get ahead and reach for more no matter their size or maturity.
Our technology mirrors our people - Smart, Innovative & Forward Thinking
www.geidea.net
To maintain a competitive advantage as we grow, we are currently looking for a new "Application Support Specialist"
Job purpose:
We are seeking a skilled Application Support Specialist to manage and resolve technical issues, ensuring seamless operational performance. The role involves troubleshooting, optimizing service configurations, and collaborating with cross-functional teams to enhance system efficiency, supporting both routine and critical system activities.
Responsibilities
- Collect and analyze feedback from both internal and external stakeholders to identify patterns and recurring issues. Use this information to develop solutions or create FAQs that streamline troubleshooting for customers.
- Take ownership of resolving technical issues raised by stakeholders by analyzing logs, traces, and using diagnostic tools (e.g., New Relic). Escalate complex issues to the next level of support (Technology/Development team) when necessary.
- Provide support for various internal and external teams, assisting with service configurations, definitions, and troubleshooting activities to ensure smooth operations.
- Participate in outage activities and critical system events when required, including off-hours and holidays, to support teams and ensure timely issue resolution.
- Use remote diagnostic tools and techniques to effectively troubleshoot technical issues, asking pertinent questions and gathering relevant information to identify root causes.
- Document and share insights gained from troubleshooting, incident resolution, and customer interactions to improve internal knowledge bases and create troubleshooting guides or FAQs.
- Work closely with cross-functional teams, including Technology, Development, and Customer Support, to ensure efficient resolution of technical issues, enhance system reliability, and improve operational processes.
Qualifications
- 1+ years of experience
- Bachelor computer science or equivalent.
- Proficient in using the .NET framework for troubleshooting and supporting related applications.
- Strong understanding of microservices architecture for system design, troubleshooting, and ensuring scalability and resilience.
- Knowledge of Java for debugging, issue resolution, and ensuring smooth operations across systems.
- In-depth experience with MS SQL Server, including database troubleshooting, performance tuning, and query optimization.
- Familiar with both NoSQL (MongoDB) and relational (PostgreSQL) databases, focusing on issue resolution, data integrity, and system optimization.
- Expertise in writing and troubleshooting complex SQL queries, stored procedures, and views to resolve operational issues.
- Proficient in using Postman for testing and executing APIs, ensuring reliable communication and functionality across services.
- Experience using APM tools (e.g., New Relic-Kibana) and analyzing logs to monitor system performance and diagnose issues.
- Skilled in identifying, diagnosing, and resolving code issues to ensure smooth system operations and reduce downtime.
- Strong ability to document technical processes, solutions, and troubleshooting steps for future reference and knowledge sharing.
- Familiar with JIRA or other ticketing systems for issue tracking, managing escalations, and collaborating with different teams to resolve technical problems.
Core Skills required:
- Customers' Interaction & Experience
- Products / Services Interaction
Our values guide how we think and act - They describe what we care about the most
Customer first - It’s embedded in our design thinking and customer service approach
Open - Openness allows us to constantly improve and evolve
Real - No jargon and no excuses!
Bold - Constantly challenging ourselves and our way of thinking.
Resilient – If we fail, we bounce back stronger than before.
Collaborative - We know that we can achieve a lot more as a team.
We are changing lives by constantly striving for a better solution.
