About Organisation:

SafeBoda is a Ugandan-based startup that aims to make motorcycle taxis (bodas) and cars more safe, affordable, and convenient across Sub-Saharan Africa, with a goal to change the perception of public transportation as unsafe and disorganized by providing a safe and reliable service that is accessible to all.

Job Summary: The Product Support Associate works with our Product team in collaboration with some of our other departments to provide technical support and assistance, and act as the bridge between engineering and customer support. The role is office-based.

Key Duties and Responsibilities:

• Deeply understand all our products to support our customer and driver-facing teams in their day-to-day interactions with the SafeBoda products.
• Investigate and properly document product issues.
• Resolve daily quality issues that require technical assistance.
• Identify and share your knowledge of new tools that will help us improve product quality and innovate faster.
• Documenting and updating product support processes for the customer/driver support team.
• Escalation handling (receiving and logging escalations from customer support teams)
• Post-deployment testing (participating in release testing and reporting findings)
• Incident management basics (following SOPs, documenting findings)
• SLA adherence for assigned tickets
• Shift attendance and coverage
• Jira ticket creation with impact tagging
• Knowledge-sharing participation (bug review calls, team sessions)

Qualifications, Skills and Experience:

• Basic understanding of SQL & software engineering principles
• Basic knowledge of how [mobile] software applications work
• An attitude of accountability and knowledge-sharing
• Demonstrated ability to work independently
• Familiarity with ticketing tools (Jira or equivalent)
• Ability to work in a shift-based schedule (since this is a practical requirement)
• Excellent communication skills
• Excellent attention to detail
• English and local languages fluency
• Knowledge of software engineering jargons such as Root Cause Analysis (RCA), Feature Flag, API Endpoint, is a huge plus.