Software Support Analyst

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

Job summary

Unifi is seeking a QA and Support Analyst to ensure our platforms are robust across Africa. You will test new features, investigate production issues, and translate technical problems into clear explanations for stakeholders.

Required hands-on QA and production support experience, strong SQL skills, and familiarity with Jira and Elasticsearch/Kibana. Occasional weekend standby is part of the role.

Qualifications

• 3–5 years of experience in software QA or production support.
• Hands-on experience using SQL to investigate issues, validate data and troubleshoot problems.
• Experience with Jira and logging/monitoring tools like Elasticsearch/Kibana.
• ISTQB certification advantageous but not required.
• Ability to write clear test scenarios and identify software flaws manually.
• Strong problem-solving skills and communication; understands SDLC and production deployment.

Responsibilities

• Write and execute manual test cases that reflect real-world use by frontline teams and clients.
• Test new features before release and sign off only if they deliver reliable experiences.
• Investigate and resolve 1st/2nd line application support issues within timelines.
• Use SQL, system logs, and monitoring tools to identify root causes of issues.
• Document bugs and support requests in Jira for quick fixes by developers.
• Verify fixes don’t break existing features and monitor for regressions.
• Analyze bug trends and ticket patterns to suggest permanent improvements.
• Explain complex problems in plain language to users and stakeholders.
• Collaborate with developers, product, and support leads to speed up fixes.
• Participate in weekend/standby roster approximately every six weeks.

Skills

SQL

Elasticsearch

Kibana

Jira

ISTQB

Test design

SDLC understanding

Tools

Jira

Elasticsearch

Kibana

Job description

About Unifi

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