Application Support Officer

Girls For Girls Africa Mental Health Foundation

Application Support Officer configuring and troubleshooting Tiko’s digital health platform for adolescent girls across Africa. Investigating incidents, improving systems, and supporting teams from Portugal or South Africa.

Posted 8/10/2026full-timePorto • 🇵🇹 PortugalMid-LevelSenior💰 €27,552 - €36,400 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in application support and software configuration, with strong troubleshooting and analytical skills. Proficient in SQL and experienced in using monitoring tools to enhance system performance and support processes.

Highest-signal resume keywords

Application SupportSQL ProficiencySalesforce CRM ExperienceTroubleshooting SkillsMonitoring Tools Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Software ConfigurationTechnical SupportDatabase QueriesAnalytical SkillsProblem-Solving Skills

Soft Skills

Clear CommunicationCollaboration Skills

Tools & Technologies

Microsoft ExcelGoogle SheetsGrafana

Industry Keywords

Second-Line SupportConfiguration DocumentationUser GuidesBusiness RequirementsSystem Health Monitoring

Tech Stack

Tools & technologies

GrafanaSQL

About the role

Key responsibilities & impact

Provide second-line technical support for system issues escalated by first-line support teams
Investigate incidents, identify root causes, implement resolutions, or collaborate with engineering teams when further technical support is required
Configure new and existing products, services, and business rules within the platform based on organisational and end-user requirements
Monitor platform usage, application behaviour, and system health to identify recurring issues and prevent problems
Identify and implement improvements to configurations, support processes, and internal tools
Review and test configuration changes to ensure requirements are met and existing functionality is not negatively affected
Work with Product Managers to clarify business needs and translate them into maintainable configuration requirements
Explore and assess AI tools to improve troubleshooting, documentation, knowledge sharing, and second-line support efficiency
Create and maintain user guides, configuration documentation, and troubleshooting procedures
Conduct demonstrations or training sessions when required
Collaborate with technical and non-technical stakeholders through issue resolution

Requirements

What you’ll need

4+ years of experience in application support, technical support, software configuration, or a similar role
Experience configuring, supporting, and maintaining software or mobile applications
Strong troubleshooting, analytical, and problem-solving skills
SQL knowledge and experience using database queries for analysis and troubleshooting
Proficiency in Microsoft Excel, Google Sheets, or similar spreadsheet tools
Experience using monitoring, logging, and observability tools such as Grafana to build dashboards, configure alerts, and analyse system behaviour
Experience working with Salesforce CRM, particularly in a Salesforce Administrator role or application support capacity
Ability to understand business requirements and translate them into technical configurations
Experience documenting processes, system behaviour, and troubleshooting procedures
Ability to collaborate effectively with technical and non-technical stakeholders
Clear and confident written and verbal communication skills in English
Currently based in Portugal or South Africa

Benefits

Comp & perks

Benefits and allowances tailored to your location
Flexible work arrangements, including remote or hybrid options
A personal development budget of €500 per year to invest in your professional growth
Unlimited holiday days to use as you see fit
The opportunity to shape a growing, impactful product and leave your mark on how we work
A culture built on trust, without unnecessary rules or micromanagement