Platform Support Engineer (PSH APP)
Role Overview
- As a PSH Support Engineer, you will be the technical backbone of our utility platform.
- You will ensure the seamless processing of electricity and utility payments while managing the backend fulfillment for our marketplace (meter requests and solar installations).
- You will proactively monitor system performance, resolve complex customer issues, and act as the primary liaison between our customers, field installers, and the development team.
Responsibilities
System Monitoring and Performance:
- Real-time Monitoring: Use dashboard tools to monitor transaction success rates for electricity bills, and other utility payments.
- Backend Oversight: Manage the request queue for new meters,
- replacements, and solar installations to ensure no request “stalls” in the system.
- Uptime Assurance: Conduct regular health checks on API integrations with utility providers (DISCOs) and payment gateways.
Marketplace and Request Management:
- Workflow Coordination: Manage the end-to-end lifecycle of marketplace requests (Solar systems, Inverters, Meters).
- Installer Dispatch: Coordinate with registered installers for site visits and equipment setups.
- Inventory Tracking: Monitor the status of accessories and hardware requests to ensure timely delivery and installation.
Technical Support and Escalation:
- Level 2 Support: Resolve escalated customer issues regarding failed transactions, pending meter applications, or solar system malfunctions.
- Developer Liaison: Identify backend bugs or API failures; document them clearly and escalate to the core development team for resolution.
- Root Cause Analysis (RCA): Investigate why specific transactions or requests failed and recommend system improvements to prevent recurrence.
Documentation and Reporting:
- Daily Reports: Provide daily reports on system performance, successful installations, and pending tickets.
- Knowledge Base: Maintain internal documentation on how to troubleshoot common platform errors.
- Transaction Report: Provide weekly transaction report
Additional Technical and Operayional Support
- Operational Flexibility: Provide support for other IT-related tasks, technical operations, or organizational technology initiatives as may be assigned by management, depending on PSH operational workload and business priorities.
- Cross-Functional Support: Assist other internal teams with technical activities where required to ensure smooth organizational operations and service continuity.
KPIs
- Transaction Success Rate: Maintaining >98% success for bill payments.
- Response Time: Responding to new marketplace requests within 4 hours.
- Resolution Rate: Percentage of tickets resolved without needing developer intervention.
- System Performance: Maintain 98% uptime
- Contractual Obligation: Maintain 100% contractual obligation with the payment gateway provider.
Qualifications and Experience
- Bachelor`s Degree in Computer Engineering or any IT related field
- 5 years experience in ticketing and tracking of order and delivery
- Professional certification in Renewable Energy systems or IT related.
- Experience managing a marketplace or e-commerce fulfillment backend.
- Previous experience working with Nigerian DISCOs or utility payment aggregators.
Method of Application
Interested and qualified candidates should send their Applications to: hr@mojec.com and copy funso@mojec.com using the Job Title as the subject of the email.