Application Support Team Lead

Do you have experience in leading, overseeing, and prioritizing the work of the Application Support Team? Are you a natural problem-solver?  Read on to find out more about this role!

About Tiko

Tiko is an African nonprofit committed to strengthening the potential and resilience of adolescent girls across Africa. We address the “Triple Threat” of unintended pregnancy, HIV infection, and sexual and gender-based violence by building local health ecosystems that provide stigma-free, no-cost, quality-assured services.

Our model brings together key local actors: community-based organizations (CBO) with peer mobilisers who act as health companions to girls; public and private health clinics that deliver care; and retail partners that redeem Tiko Miles -our behaviour-change incentive programme that rewards service uptake and feedback.

We invest in partners by strengthening CBO capacity, training frontline workers and providers, supporting clinic quality improvement, and compensating partners based on performance. Our technology platform connects all actors by enabling referrals, verifying service delivery, facilitating payments, and generating real-time data.

Tiko operates in six countries: Kenya, Ethiopia, Uganda, Burkina Faso, South Africa, and Nigeria, with additional offices in Portugal, the Netherlands, and the United Kingdom. For a clear overview of our work, we recommend watching this short video.

Globally, our team consists of +250 enthusiastic, international colleagues. Whether you are working from our biggest office in Nairobi, the fast-growing office in South Africa, or from home, our people are young, and our culture is global and dynamic. Our work environment is fast-paced, informal, and friendly. 

We are open to remote work for this position and will happily accept applicants from anywhere in Portugal, Kenya and South Africa.

The Job

The Application Support Team Lead oversees the technical support and configuration for the Tiko platform (App, Console, CRM, website, etc.). You are responsible for leading a team that ensures our platform runs smoothly by balancing proactive troubleshooting with efficient system configurations.

Responsibilities:

Team Leadership & Performance: You lead the application support team by example, prioritizing their workload and managing performance. You provide continuous support and mentoring to the team, regularly conducting demos and training sessions to ensure the team is up-to-date on platform evolutions.

2nd Line Support & Troubleshooting: You handle advanced (2nd line) support for the Tiko platform. You promote a deep technical culture within the team, driving the use of tools like Grafana logs, DB Queries, Aws Topics and Queues for sophisticated troubleshooting.

Proactive Monitoring & Evolution: You lead the evolution of application support by developing alerts and dashboards to monitor and detect system issues before they impact users.

Configuration Management: You refine configuration requests with the Product Owner and act as the technical expert to support the team in implementation. You identify and suggest improvements to the configuration console to increase platform efficiency.

AI Innovation: You lead the exploration of AI tools to innovate 2nd line support, improving internal team efficiency and helping external stakeholders easily find documented information.

Documentation & Knowledge Sharing: You maintain comprehensive and updated documentation regarding platform configurations.

Strategic Engagement: You engage continuously with the Customer Support team to streamline processes and provide more self-service troubleshooting options.

About You

We are looking for a natural leader who balances high-level strategic vision with a hands-on approach to problem-solving. As a logical troubleshooter, you thrive on deconstructing complex technical challenges and empowering your team through knowledge sharing. You are prepared to take full ownership of the team’s collective output and the professional development of its members.

Requirements:

Proven ability to lead technical teams by example, mentoring peers, and taking full ownership of team-wide KPIs and deliverables

Minimum of 5 years of experience in 2nd line support with technical proficiency in SQL, Grafana, and AWS architecture (specifically Topics and Queues)

Demonstrated experience implementing AI and automation tools to improve support efficiency and knowledge management.

Strong background in platform configurations, including hands-on experience with Salesforce CRM to support the team in complex setups and translate product requirements into technical reality.

Experience working as a strategic partner to Product Owners and Customer Support to optimize workflows and bridge the gap between business needs and technical execution.

Recruitment Process

Introductory call with recruiter | First Interview with Tech Team | Technical Challenge | Final interview with the Tech Team

Compensation & Benefits

The gross salary range per month for this position is:

South Africa: R56,419 - R84,000 (x12)

Portugal: €2,620 - €3,900 (x14)

Kenya: Ksh317,468 - Ksh470,000 (x12)

Your final salary will be determined based on your experience and alignment with your future colleagues.

In addition to your monthly salary, we offer you:

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 - just coordinate with your team and take the time you need to recharge.

The opportunity to shape a growing, impactful product and leave your mark on how we work

A culture built on trust - we believe you’ll do your best without the need for unnecessary rules or micromanagement

The Details

Interested? Click Apply for This Job! Want more information? Check out our website Tiko – Do more with Tiko. We only accept applications through the apply links, not by email.

Important Recruitment Fraud Alert
Please be aware that Tiko maintains a professional and ethical recruitment process.

Zero Fees: We do not charge candidates any fees for applications, interviews, or processing at any stage of the hiring journey.

Fraud Prevention: If you receive a request for money, bank details, or "onboarding equipment" payments from someone claiming to represent us, this is not a legitimate request.

Official Channels: We only communicate through our verified company email domain (@tiko.org).

If you are approached by anyone asking for payment in our name, please ignore the request.

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Tiko prioritizes integrity in our workplace and respects your privacy.

Tiko is committed to preventing any type of unwanted behaviour by its employees at work, including sexual harassment, exploitation and abuse, lack of integrity and financial misconduct. This is why we will do reference and background screening checks on successful candidates before hiring. Tiko also participates in the Inter Agency Misconduct Disclosure Scheme. As part of this scheme, we will request information from your previous employers about any findings of sexual exploitation, sexual abuse and/or sexual harassment during your employment, or incidents under investigation when you left employment. By applying for this position, you confirm you have read and understood these recruitment procedures.

We value your privacy and understand the importance of safeguarding your personal data. We invite you to review our privacy notice for the recruitment process to understand how we collect, use, and protect your personal data during the recruitment process. Click here to view the document. By applying for this position, you acknowledge that you have read and understood our privacy notice.