Software Support Analyst at Unifi Group

Purpose of the role

• The QA and Support Analyst reports to QA and Support Lead. You play a critical, dual role in keeping Unifi's platforms robust and reliable. You will work across the entire software lifecycle, proactively planning and testing new features to catch bugs before they reach our users, while reactively troubleshooting live software and production issues.
• By bridging the gap between quality assurance and software support, you keep our frontline teams running smoothly and make life easy for our clients across Africa.

Responsibilities 

• Write and execute manual test cases that mimic how frontline teams and clients use our systems in the real world.
• Thoroughly test new features before release, signing them off only when they deliver a seamless and reliable client experience.
• Investigate and resolve first- and second-line application support issues within agreed timelines.
• Use SQL queries, system logs (Elasticsearch/Kibana), and monitoring tools to find out what is causing system issues.
• Clearly document bugs and support requests in Jira so developers can understand and fix them quickly.
• Check system fixes to ensure existing features stay stable and new updates don't introduce new problems.
• Review bug trends and support ticket patterns to spot recurring problems and recommend simple, permanent fixes.
• Translate complex technical problems into simple, jargon-free explanations to keep users and business stakeholders updated.
• Partner with developers, product team, and support leads to speed up bug fixes and improve testing processes.
• Participate in a shared weekend and standby roster (approximately once every six weeks) to resolve critical, out-of-hours production issues.

Requirements

• 3–5 years' experience in software QA, application or production support
• Hands-on experience investigating and resolving issues in business applications or software
• Hands-on experience using SQL to investigate application issues, validate data and troubleshoot problems
• ISTQB Certification advantageous but not required
• A proven ability to write clear test scenarios and identify software flaws manually
• Experience with ticketing platforms like Jira, and logging/monitoring tools like Elasticsearch, Kibana, or similar
• Strong problem-solving skills, you enjoy digging into problems, asking why and finding the root cause of the problem
• A good understanding of the Software Development Life Cycle (SDLC) and how software moves from development into production
• Able to work independently while connecting with developers, product teams and Unifi users to get things done
• A clear communicator who can explain technical issues simply and keep people informed until the problem is resolved
• Highly organised, with strong attention to detail and pride in getting things right
• Willing to be on standby approximately once every six weeks, or when needed, to help keep our systems running smoothly
• Curious, willing to learn and comfortable questioning things when they don't make sense
• Excited by the opportunity to build and support technology that makes life easy for people across Africa