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Application Support Engineer

CarePay Ltd
Nairobi, Kenya
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Posted:6 hours ago By:Hiring Kenya

Company Details
Name:CarePay Ltd
Industry: Hospital & Health Care
Website: http://www.carepay.co.ke/
Description: CarePay is a Kenyan company that administers conditional healthcare payments between funders, patients and healthcare providers. Through our M-TIBA platform, CarePay directs funds from public and private funders directly to patients into a "health wallet” on their mobile phone. The use of these funds is restricted to conditional spending at selected healthcare providers across Kenya. With every transaction, we combine a digital payment with real time medical and financial data collection, to help make healthcare safer and more transparent for both patients and healthcare providers. CarePay has contracted more than 2,000 healthcare facilities across Kenya, with an ambition to drive healthcare inclusion for millions of Kenyans.
Job Description

As an Application Support Engineer, you will be responsible for providing technical support for the platform by performing forensic analysis, troubleshooting, and resolving issues within agreed SLAs. You will ensure platform stability while delivering a positive and professional support experience to both internal and external stakeholders.

KEY DUTIES AND RESPONSIBILITIES

Troubleshooting and Issue Resolution

  • Triage, investigate, and resolve support tickets within agreed SLAs.
  • Use appropriate technical tools such as BI tools, DWH, RDBMS, and APIs to diagnose issues.
  • Ensure tickets are followed up to closure with timely stakeholder communication.

Incident Management

  • Execute incident management protocol during active incidents.
  • Document root cause analysis following incidents.

Automation of Business Processes

  • Work closely with development teams to automate business processes to improve efficiency.
  • Execute temporary off-platform automated business processes.

Documentation & Knowledge Base

  • Maintain clear and up-to-date support tickets documentations.
  • Update the knowledge base with new troubleshooting guides and solutions.
  • Contribute to standard operating procedures for common issues.

Reporting & Analysis

  • Produce reports on ticket volumes, SLA compliance, resolution times, and recurring issues.
  • Identify trends and recommend preventative measures.

Stakeholder Engagement

  • Provide clear updates on ticket progress to internal teams and stakeholders.
  • Translate technical issues into business impact for non-technical audiences.

EDUCATIONAL QUALIFICATIONS, KNOWLEDGE & EXPERIENCE

  • Bachelor's degree in information technology, Computer Science, Software Engineering or related field.
  • 2-3 years' experience in application support, software engineering, or a related technical role.
  • Hands-on experience with databases, monitoring tools, and ticketing systems.
  • Familiarity with ticket and knowledgebase management tools such as Jira and Confluence.
  • Demonstrated ability to document and communicate technical findings.
Education: Degree, Diploma
Employment Type: Full Time

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