Job descriptions & requirements
ABOUT THE COMPANY
BURN is an eclectic group of designers, builders, and visionaries who are committed to making stoves that can transform lives and save forests. Our goal is not just to provide clean burning wood and charcoal stoves but to provide a range of super fuel efficient stoves for the 2 billion people who will inhabit sub Saharan Africa by 2050. Read below to find out a bit more about the members of the team.
JOB SUMMARY
Skills and Experience:Bachelor’s degree in computer science, Software Engineering, or a related field from a recognised institution.1–2 years of hands-on experience in a technical support, software development, or similar roleSolid understanding of how web and mobile applications are built and operateProficiency in working with databases and writing SQL queries for investigation and debugging purposes.Experience working with Linux/Unix-based environments and command-line toolsFamiliarity with application monitoring and observability tools (e.g. Datadog, Grafana, New Relic, or similar)Experience with version control systems, particularly GitUnderstanding of RESTful APIs and the ability to test and debug API interactionsPHP and/or Golang development experience is a strong added advantageExposure to cloud platforms such as AWS or Google Cloud is an added advantageStrong analytical and problem-solving skills with a methodical approach to diagnosing issuesExcellent written and verbal communication skills, with the ability to convey technical information clearly to both technical and non-technical audiencesAbility to manage and prioritize multiple issues simultaneously in a fast-paced environmentA proactive, ownership-driven mindset with a commitment to seeing issues through to resolutionEagerness to learn, adapt, and grow within a dynamic engineering environment.Strong attention to detail and a passion for delivering high-quality outcomes.
RESPONSIBILITIES
Serve as a key point of escalation for application issues across our web and mobile platforms, ensuring timely acknowledgement and resolution within defined SLAsDiagnose and troubleshoot application bugs, performance degradations, and system failures, working cross-functionally with the engineering team to drive resolutionConduct thorough Root Cause Analysis (RCA) on recurring or high-impact incidents, documenting findings, corrective actions, and preventive measuresMonitor application health, infrastructure metrics, system logs, and alerts, proactively identifying and flagging anomalies before they impact end usersDevelop and maintain scripts and tools to automate repetitive support tasks and processes, improving team efficiency and reducing manual effortMaintain clear, accurate, and up-to-date documentation, including runbooks, incident reports, post-mortems, and internal knowledge base articlesCollaborate effectively with software developers to reproduce, communicate, and prioritise reported issuesParticipate in on-call rotations and provide support during critical incidents as requiredContribute to the continuous improvement of support workflows, tools, and best practices
REQUIRED SKILLS
Software architecture, Troubleshooting, Network monitoring, diagnosis, Network management
REQUIRED EDUCATION
Bachelor's degree
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