Platform Support Associate

About Directwrites Technologies

Directwrites Technologies, based in Lagos, is a software firm with over ten years of expertise in developing technology products and delivering solutions to African businesses. Their services include custom software development, web and mobile applications, cloud and DevOps, data analytics, and product design.

Role Overview

The Platform Support Associate will be responsible for daily management of an active sports, fantasy, and gamification platform. This role ensures the platform's consistent availability and performance, handles releases, troubleshoots user issues, and acts as the frontline responder to emerging problems. Reporting directly to the CEO, the position bridges technical operations and customer service functions.

Key Responsibilities

• Monitor platform uptime and performance to proactively detect potential user-impacting issues.
• Oversee deployments, updates, and releases using GitHub and AWS, validating each deployment post-launch.
• Apply minor code and content updates to fix issues and maintain platform currency.
• Assess user withdrawal requests for approval and process payment disbursements accordingly.
• Address customer questions concerning account management, withdrawals, and platform features.
• Conduct testing of new functionalities and bug fixes before and after implementation.
• Investigate reported concerns, resolve those within capability, and escalate detailed issues to developers when necessary.
• Maintain clear documentation for system changes, incident reports, and recurring workflows.

Candidate Requirements

• Proficiency in working with existing JavaScript and TypeScript codebases, capable of small scoped modifications.
• Experience deploying to live environments utilizing Git and GitHub.
• Ability to execute direct database queries for user account and transaction investigations.
• Strong skills in diagnosing live platform issues under pressure and determining when escalation is warranted.
• Excellent written communication skills in professional English, as customer correspondence is routine.
• Self-motivated and capable of autonomously managing platform operations.
• Residency in Lagos with dependable internet connectivity and power supply to support remote work.

Preferred Qualifications

• Previous experience supporting live consumer platforms, especially those managing user payments.
• Advanced knowledge of AWS services beyond deployment, including log management, storage solutions, or managed databases.
• Familiarity with platform monitoring or error tracking systems.
• Personal interest in football, fantasy sports, or online gaming communities.

Work Schedule and Conditions

The standard workweek is Monday through Friday from 8:00 AM to 6:00 PM WAT. The platform sees heightened activity during weekend sports fixtures, necessitating on-call presence during these times to address issues and withdrawal processing. Weekend coverage involves availability rather than full shifts, with flexible weekday hours and compensatory time off following intensive weekends. Occasionally, attendance at in-person meetings in Lagos might be required.