About the role:
Founded in April 2013, RightCom is Africa’s leading Customer Experience Management company. Specializing in cloud-based customer experience (CX) software, the company has become a one-stop provider for all CX needs, adding management consulting and business process outsourcing (CX BPO) to its enterprise software suite and its network of distribution agents.

RightCom is recruiting Software Support Engineers to provide technical support for its cloud solutions. As a key link between customer service and development teams, you will play a crucial role in incident resolution, integration support, and customer satisfaction.

Main mission:
Provide level 2/3 technical assistance to clients and internal teams, ensuring the stability, performance, and continuous improvement of RightCom’s software products.

Key responsibilities:

Technical Support & Incident Resolution

• Diagnose, reproduce, and resolve technical issues reported by users.
• Provide application, technical, and functional support across all software modules.
• Work closely with development, QA, and Customer Success teams.

Monitoring & Preventive Maintenance

• Set up and track service performance and availability indicators.
• Monitor logs, analyze errors, and proactively detect anomalies.
• Recommend fixes and improvements to ensure platform reliability.

Integration & Automation

• Support clients in integrating RightCom APIs and solutions into their ecosystems.
• Develop or enhance automation scripts for deployment, testing, or diagnostics.
• Contribute to the automation of recurring support tasks.

Documentation & Collaboration

• Contribute to internal and external technical documentation (FAQs, guides, procedures).
• Participate in continuous product improvement meetings by sharing customer feedback.
• Coordinate with Level 1 Support (CSAs) and project teams.

Profile sought:

• Education: Bachelor’s to Master’s degree in Computer Science, Software Engineering, or Information Systems.
• Experience: Minimum 2 years in technical support, software engineering, or QA roles.
• Strong command of web environments (HTML, JS), databases (MySQL, PostgreSQL), and REST APIs.
• Good understanding of cloud architectures, CI/CD, and monitoring tools (Docker, GitLab, Grafana, etc.).
• Customer-oriented mindset, rigor, responsiveness, and excellent communication skills.
• Fluent in French with good technical English proficiency.

What we offer:

• A dynamic, multicultural, and close-knit tech team.
• An agile work environment focused on problem-solving and continuous learning.
• Exciting technical challenges at a continental scale.
• Ongoing support in developing your cloud, dev, and infrastructure skills.
• Competitive compensation, performance bonuses, and strong career growth opportunities.

Passionate about debugging, understanding complex systems, and helping others make the most of them? Join RightCom as a Software Support Engineer.