Applications Support Engineer

Network International is seeking a motivated and detail-oriented Applications Support Engineer to join our growing technology team. In this role, you will be at the heart of our operations, responsible for monitoring, maintaining, and safeguarding the health of mission-critical payment and card management applications. You will work alongside experienced senior engineers, gaining invaluable hands-on exposure to enterprise-grade systems in a fast-paced fintech environment.

This is an excellent opportunity for a technically curious professional who wants to deepen their expertise in application production support, payment systems, and IT infrastructure. You will play a key role in ensuring service continuity, responding swiftly to incidents, and proactively identifying opportunities to improve system stability and reduce downtime across the organization.

• Monitor application performance, system health metrics, and alerting dashboards on a continuous basis.
• Respond to, investigate, and resolve technical incidents and service requests within defined SLA timeframes.
• Assist with application deployments, patch updates, and configuration changes in production and staging environments.
• Document incident resolutions, root cause analyses, and workaround procedures in the ticketing system.
• Collaborate with cross-functional teams including development, QA, and infrastructure to diagnose and address application issues.
• Participate in shift rotations and on-call schedules to provide after-hours production support coverage.
• Proactively identify recurring issues and propose solutions to improve system availability, stability, and performance.
• Ensure timely escalation of complex or high-priority incidents to senior engineers and management.
• Support the analysis of transaction flows, authorization failures, and card scheme-related issues.
• Translate technical incident details into clear, business-friendly communications for stakeholders.

• Demonstrate foundational knowledge of application support principles and IT infrastructure concepts to independently handle Tier 1 incidents.
• Use monitoring tools (e.g., Grafana, Nagios, or equivalent) and ticketing systems (e.g., Jira, ServiceNow) to track and resolve issues efficiently.
• Write and execute basic SQL and PL/SQL queries to investigate database-level issues and validate transaction data.
• Apply basic programming skills in Python or Java to automate repetitive support tasks or assist in debugging scripts.
• Navigate Linux/Unix environments confidently, using command-line tools for log analysis, process monitoring, and troubleshooting.
• Understand card issuing and acquiring business processes, including authorization flows and ISO 8583 message formats.
• Work with basic WAY4 modules such as accounting schemes, service packs, and tariffs to support card platform operations.
• Communicate complex technical problems clearly and concisely to both technical peers and non-technical business stakeholders.
• Demonstrate strong issue ownership — follow through on open incidents until full resolution, maintaining clear status updates.
• Grasp new process flows and system architectures quickly, applying learning effectively in live support scenarios.

Network International offers a competitive remuneration package aligned with industry standards for this role. The estimated monthly salary range for this position is KES 80,000 – 150,000, depending on your experience and qualifications. Additional benefits and compensation details will be discussed during the interview process.

Ideal candidates are recent graduates or early-career professionals with a background in computer science or IT who have a genuine passion for payment technology and fintech systems. You thrive in structured, process-driven environments, take ownership of issues, and are comfortable working shifts including after-hours rotations. If you have exposure to card payment ecosystems — even at a foundational level — this role will accelerate your career significantly.

Do not apply if you are unwilling to participate in shift or on-call rotations, have no foundational knowledge of SQL or Linux, or are looking for a purely development-focused role with no support responsibilities. This role requires patience, methodical thinking, and a strong service orientation.

• Prepare an updated CV highlighting your technical skills, any relevant academic projects, and prior support experience.
• Write a brief cover letter (no more than one page) explaining your interest in application support and your familiarity with payment systems.
• Submit your application through Network International's official careers portal or the job platform where you found this listing.
• Shortlisted candidates will be contacted for an initial screening call followed by a technical assessment and panel interview.