Software Support Analyst

Unifi Africa; Stellenbosch; On-site; ZAR 360,000 - 600,000; Full time

Job summary

Unifi is seeking a QA and Support Analyst to bridge quality assurance and live production support across Africa. You will plan and test new features, and troubleshoot production issues while keeping frontline teams and clients running smoothly.

The role involves writing test scenarios, investigating problems, and collaborating with developers and product teams to accelerate fixes. Weekend standby rotates roughly every six weeks to cover critical incidents.

Qualifications

• 3–5 years' experience in software QA or production support.
• Hands-on SQL to investigate issues and validate data.
• Experience with Jira or similar ticketing systems.
• ISTQB Certification advantageous but not required.

Responsibilities

• Write and execute manual test cases reflecting real-world usage by frontline teams and clients.
• Thoroughly test new features before release and sign off on a reliable experience.
• Investigate and resolve first- and second-line application support issues within set timelines.
• Use SQL queries, system logs (Elasticsearch/Kibana), and monitoring tools to diagnose issues.

Skills

QA & Testing

SQL

SDLC understanding

Documentation

Independent working

Tools

Jira

Elasticsearch

Kibana

Job description

About Unifi

Boldly different. Fiercely human. Proudly African.

Boldly different. Fiercely human. Proudly African.

Unifi is redefining credit in Africa with simple, fast personal loans delivered through online, mobile and branch channels. We make life easy for our clients across Zambia, Kenya, Uganda, South Africa and Tanzania. Unifi has conviction in the African continent and its people, and our products enable our clients to achieve even more. As one of the fastest-growing lenders in Africa, we combine exceptional client service with the very best tech and data analytics.

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