Technical Support Engineer

About the role

The Technical Support Engineer will ensure smooth adoption of the Bonya platform by providing first‑ and second‑level support throughout UAT, pilot, rollout and post‑go‑live phases. You will work closely with users, development and infrastructure teams to resolve incidents, configure the system and monitor performance.

Key responsibilities

• Provide first‑ and second‑level support for Bonya users during UAT, pilot, rollout and production stabilisation.
• Log, triage, investigate, assign and track incidents, service requests, defects and user queries.
• Support user access, role assignment, password/SSO issues, workflow problems and configuration requests.
• Reproduce reported defects and deliver clear technical analysis to developers and testers.
• Monitor application behaviour, system logs, job failures, integration errors and performance issues.
• Assist with data import/export, report generation, user administration and routine operational tasks.
• Validate deployments, perform smoke testing, verify releases and check environments.
• Prepare support guides, FAQs, knowledge‑base articles and user documentation.
• Participate in hyper‑care and post‑go‑live support, escalating to infrastructure, development, database, integration or security teams as needed.

Required profile

• Diploma or Bachelor’s degree in IT, Computer Science, Information Systems or a related field.
• Minimum 3 years of experience in application/technical support, systems support or service‑desk escalation.
• ITIL Foundation certification or equivalent is desirable.
• Experience supporting ERP, CRM, workflow or custom enterprise applications.
• Familiarity with UAT, go‑live and hyper‑care activities.

Required skills

• Experience with Odoo or similar enterprise platforms.
• Basic knowledge of Linux operating systems.
• Understanding of PostgreSQL databases.
• Working with web applications, APIs, logs and access‑control mechanisms.
• Proficiency with ticketing tools and incident‑management processes.
• Ability to work with SLA‑based support models.
• ITIL Foundation knowledge (optional but beneficial).