Application Support Analyst at CapitalSage Technology Limited
Located in the most populous country in the most diverse continent, we have come to realise that conventional financial institutions are handicapped in creating sustainable value for the present generation and the next.About the job
The Application Support Analyst will provide first and second-level support for enterprise applications, ensuring that user issues are properly logged, investigated, escalated, tracked, and resolved within agreed timelines.
The role will support business users, CSR teams, Operations, Finance, Reconciliation, Control, Product, Engineering, and other stakeholders in resolving application-related issues.
Key Responsibilities
The selected candidates will be responsible for:
Logging application issues from users and business units
Troubleshooting application errors
Validating reported defects
Checking transaction status where applicable
Supporting users on application navigation
Escalating technical issues to Engineering or Infrastructure teams
Monitoring daily application health
Tracking open tickets to closure
Preparing daily support reports
Supporting post-release validation
Maintaining issue logs and knowledge base articles
Investigating application errors and production issues
Reviewing application logs
Validating API responses and error codes
Supporting integration issue investigation
Performing database checks where approved
Investigating transaction and workflow failures
Supporting root-cause analysis
Working with Engineering on defect resolution
Validating fixes before closure
Supporting deployment and release monitoring
Creating technical support runbooks
Requirements
Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
3–5 years’ experience in Application Support, Technical Support, IT Operations, or a similar role, preferably within fintech or financial services.
Strong understanding of enterprise/business applications and transaction-based systems.
Experience with support ticketing/helpdesk tools such as Jira, Zendesk, or similar platforms.
Basic to intermediate knowledge of SQL and database querying for troubleshooting and data validation.
Familiarity with APIs, API response codes, and integration troubleshooting.
Ability to analyze application/system logs and identify root causes of issues.
Understanding of incident management, escalation processes, and SLA-driven support environments.
Basic knowledge of cloud infrastructure, servers, and application architecture.
Experience supporting fintech products, digital payments, or transaction workflows is an added advantage.
Strong problem-solving and analytical skills with attention to detail.
Excellent verbal and written communication skills for interacting with technical and non-technical stakeholders.
Ability to prepare reports, document issues, and maintain knowledge base/runbooks.
Ability to work under pressure, prioritize tasks, and manage multiple issues simultaneously.
Willingness to work in shifts, weekends, or on-call support where required.