Software Support Analyst

Unifi Group; Stellenbosch; On-site; ZAR 260,000 - 420,000; Full time

Job summary

Unifi Group in Stellenbosch is seeking a QA and Support Analyst to safeguard our platforms across Africa. You will bridge quality assurance and production support, writing test cases, validating features, and troubleshooting live issues to keep customers happy.

You will work with SQL, Elasticsearch/Kibana, Jira, and cross-functional teams, participate in standby rounds, and help improve testing processes. The role requires 3–5 years in QA or production support and strong communication to explain

Qualifications

• 3–5 years of experience in software QA, application or production support.
• Hands-on experience using SQL to investigate issues and validate data.
• Experience with Jira and logging/monitoring tools (Elasticsearch/Kibana).
• ISTQB certification advantageous but not required.
• Ability to write clear test scenarios and identify software flaws manually.
• Strong understanding of SDLC and dev-to-production processes.

Responsibilities

• Write and execute manual test cases reflecting real user workflows.
• Test new features before release and sign off when reliable.
• Investigate and resolve first- and second-line support issues.
• Use SQL and logs to diagnose system issues.
• Document bugs and requests in Jira for quick fixes.
• Verify fixes don’t break existing functionality.
• Analyze bug trends and suggest permanent fixes.
• Explain complex technical problems in simple terms to stakeholders.
• Collaborate with developers, product and support teams to speed fixes.
• Participate in standby roster for out-of-hours issues.

Skills

Software QA

SQL

Problem-solving

SDLC understanding

Independent work

Clear communication

Tools

Jira

Elasticsearch

Kibana

Job description

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

Unifi is redefining personal credit with innovations that will make life easy for 1 million clients by 2025.

We're optimistic about the future and have conviction in the potential of the African continent and its people.