Platform Support Associate

About Directwrites

Directwrites Technologies is a Lagos-based software company with over a decade of experience building technology products and delivering solutions to businesses across Africa. Our work spans custom software development, web and mobile applications, cloud and DevOps, data analytics, and product design.

Role Summary

We are looking for a Platform Support Associate to take day to day ownership of one of our live platforms, a sports, fantasy, and gamification product with an active user base. You will keep the platform available and performing, manage releases, resolve user issues, and act as the first line of response when something needs attention. The role sits between technical operations and customer support, and reports to the CEO.

Key Responsibilities

• Monitor platform availability and performance, and identify issues before they affect users.
• Manage deployments, updates, and releases through GitHub and AWS, and verify each release once live.
• Make minor code and content updates to resolve issues and keep the platform current.
• Review and prepare user withdrawal requests for approval, and process approved disbursements.
• Respond to customer enquiries covering accounts, withdrawals, and platform functionality.
• Test new features and fixes before and after deployment.
• Investigate reported problems, resolve what falls within scope, and escalate the rest with enough detail for a developer to act on.
• Maintain concise documentation of changes, incidents, and recurring processes.

Requirements

• Able to work within an existing JavaScript and TypeScript codebase and make small, contained changes.
• Able to deploy to a live environment using Git and GitHub.
• Able to query the database directly to investigate user accounts and transaction records.
• Able to diagnose a live issue under pressure and judge when to escalate.
• Clear, professional written English. Customer correspondence is a daily part of this role.
• Able to run the day to day of a platform without close supervision.
• Based in Lagos, with reliable internet and power for remote work.

Preferred

• Prior experience supporting a live consumer platform, particularly one handling user payouts.
• Experience with AWS beyond deployment, such as logs, storage, or managed databases.
• Experience with monitoring or error tracking tools.
• Interest in football, fantasy sports, or online gaming communities.

Working Hours

Core hours are Monday to Friday, 8:00 AM to 6:00 PM WAT.

Platform activity peaks around weekend fixtures, so the role includes weekend on-call coverage during match windows. This means being reachable and able to respond to issues and withdrawal requests on Saturdays and Sundays, rather than working full weekend shifts. Weekday hours are flexible in return, and time off in lieu is available after a heavy weekend.

Occasional in-person meetings in Lagos may be required.