L2 Support

RedRose is a sector leader in improving development and humanitarian assistance outcomes through the use of digital technology, specializing in CVA and mass campaigns (global Health), offering features such as beneficiary registration, digital identity (including biometrics), e-voucher solutions, digital cash payments, and asset transfers. RedRose has developed its “ONEsolution” platform, available in multiple languages (English, French, Spanish, Turkish and Arabic), RedRose operates in more than 54 countries around the world and supports the assistance of more than 100 million beneficiaries. RedRose’s client list represents a range of key players in the international development and humanitarian field, including and not limited to: ACF, CRS, DCA, Global Fund, ICRC, IFRC, IOM, IRC , NRC, Oxfam, TBC, UNDP, UNOPS, UKAid, USAid.

Job Context:

The L2 Support team plays a key role in providing technical assistance and guidance to humanitarian program teams involved in a range of assistance programs. Our team members excel in troubleshooting, analyzing issues, and resolving various daily challenges. Additionally, we offer crucial remote and in-person support during project start-up activities. We are seeking experienced Technical Support team members who are adept in MySQL and BI Tools to contribute to our dynamic team.

Technical Project Management and Support

• Be a technical escalation point for L1 team members to resolve customer requests.
• Analyze issues, investigate causes, provide solutions and follow up on escalated customer issues
• Work with development team members to resolve tier 3 technical issues
• Take ownership of issue resolution, escalate issues and risks to management team as required
• Provide configuration and reporting customizations for client programs
• Provide functional testing on new features ensuring cross-platform impacts are validated
• Be a primary technical point of contact for special and strategic projects as assigned, architecting solutions for new program needs across the suite of the RedRose solution.
• Author functional and technical specifications for assigned projects and customizations, liaising with project management (if appropriate) and taking ownership of the technical delivery
• Remain knowledgeable on technical capabilities of other applications used within the sector and represent RedRose as an ambassador at technical events as assigned
• Support product roadmap by identifying new features and opportunities across clients where RedRose can be enhanced in support of customer needs
• Be available to deploy to program sites on short notice to provide consultation and technical support.
• Be a back-up for L1 customer support and training as needed.

Special Projects:

• Develop and/or oversee development of functional and technical requirements documents for client customizations
• Provide direct support as a technical resource for strategic projects and initiatives, including assessment of technical needs, development of specification documentation, and development of solutions where assigned
• Act as technical point of contact and point of escalation for high visibility programs working closely with project management and senior management team to ensure delivery and resolve escalated issues

Requirements:

• Experience with MySQL, XML, SOAP/REST, HTTP/HTTPS, APIs, and Scripting
• Experience working with cloud-based software solutions
• Ability to work on a flexible, shift schedule
• Knowledge about building XLS Forms (ODK, Kobo, CommCare, ONA, or other similar tools)
• Technical skills, including troubleshooting, and familiarity with Android and ODK based applications is a strong advantage
• A passion to solve customer problems and to coach and train fellow support team members
• Experience in working with BI tools; Power BI, Tableau etc.
• Strong written and verbal communication skills in English; applicants who can speak and write in additional languages are at an advantage
• Strong analytical mindset with the ability to synthesize information
• Experience working in deliverables-based projects
• Constructive get-things-done problem-solving attitude

Travel:

Requires travel to developing countries and sometimes to remote locations

Terms:

Contract with conversion to full-time if performance is satisfactory