Associate Software Support Engineer (Shifts)

Description We are Qualco Technology, the technology arm of Qualco Group, with over 25 years of experience in delivering innovative solutions to the financial sector. We serve clients in over 30 countries, helping banks and other financial institutions manage credit and loans effectively while ensuring full regulatory compliance. Our advanced software leverages analytics, artificial intelligence, and digital technologies to support every stage of the credit and lending lifecycle, remaining at the forefront of fintech innovation. We are looking for a self- motivated engineer to join our Software Support Team and provide high quality support to our rapidly growing client base. The successful candidate will be working closely with our Service Delivery and Software Development teams, as well as with our clients, to identify and timely resolve issues of our client’s operational environments (24x7 rotational shifts). Provide 1st level support to clients; Pick up client tickets & phone calls to ensure SLA’s are met, analyze, log and track issues and tickets; Proactively pick up issues to ensure minimum service disruption for the client; Track, monitor, and report client issues while providing periodic updates to both clients and internal teams in a timely manner; Understand clients’ installations and processes; Monitor alerting mechanism and activate escalation process if issues occur; Monitor and report clients’ environments; Ensuring that all activities and duties are carried out in full compliance with regulatory requirements and supporting the continued implementation of the Group Anti-Bribery and Corruption Policy.