Technical Support Officer

Role Summary

The Technical Support Officer (2nd Level Support) is responsible for managing and resolving escalated technical incidents across Aku's products and platforms. This role serves as the bridge between Customer Support and internal teams (Engineering, Finance, Compliance, etc.), ensuring issues are triaged, prioritized, tracked, and resolved within agreed service levels.

The ideal candidate combines strong technical knowledge with operational discipline, taking ownership of incidents from escalation through resolution while proactively identifying system improvements that enhance reliability, performance, and customer experience.

Key Responsibilities

• Triage, prioritize, track, and route incidents reported by the Customer Support Team to appropriate internal resolver teams
• Take full ownership of escalated tickets throughout the incident management lifecycle
• Monitor service dashboards, logs, and reporting channels; notify relevant teams of anomalies or service disruptions
• Engage and collaborate with Engineering, Finance, Compliance, and other teams to ensure resolution within agreed SLAs
• Conduct proactive service monitoring to identify recurring issues and recommend continuous service improvements
• Ensure effective front-end and back-end functionality of applications through ongoing monitoring and testing
• Maintain accurate documentation of incidents, root causes, resolutions, and status updates for audit and reporting purposes
• Build and maintain a comprehensive Knowledge Base (KB) with troubleshooting guides and resolution steps
• Improve and document technical processes related to application support and incident management

Required Qualifications

Education:

• Bachelor's Degree in Computer Science or related field

Experience:

• 4–6+ years of experience in application support, technical operations, or incident management—preferably in fintech