API Platform Operations Analyst

PURPOSE

OpenAgri (Pty) Ltd is a development house focused on building innovative agricultural technologies, with AgrigateOne as its base client.

As the API Platform Operations Analyst, you are the primary technical and analytical bridge between the first-line Operations (support) team and the Product & Engineering teams. Your core purpose is to investigate, analyse, and diagnose complex operational support issues escalated by the Data Controller team. You will also assist both the operations and commercial teams with onboarding new and existing clients. You will work closely with operations to continuously allow for a smooth flow of data throughout the supply chain.

You will be the operational subject matter expert aligned with our core technical frameworks (e.g., OnePack, API Platform, Supplier Portal), working directly with their respective Product Managers and technical leads. This involves translating complex operational problems into detailed, high-quality technical tickets, proposing solutions that drive long-term efficiency, and owning the Knowledge Base content for your specific technical areas.

This role is a critical link to ensure our development efforts are informed by deep operational context and is designed as a potential pathway into the Product Team (12+ months).

OBJECTIVES (main duties and responsibilities)

The role is structured around five core pillars: Advanced Issue Resolution, Client Onboarding & Validation, Product Team Alignment, Technical Ticketing & Solution Validation, and Knowledge Base Management.

• Serve as the primary escalation point for complex support, data, and platform issues from the Data Controller team.
• Take full ownership of escalated issues, performing deep-dive analysis to replicate, diagnose, and identify the root cause of errors.
• Analyse complex data flows (including front-end and back-end ETL) to pinpoint data integrity failures, processing errors, or integration problems.
• Diagnose and resolve root causes of data processing errors, and implement configurations to prevent future issues.
• Manage exceptions for missing, incomplete, erroneous, and illogical data sets to maintain data integrity.
• Identify and address problematic data integration points, implementing effective solutions.
• Identify and analyse operational inefficiencies and repetitive tasks, proposing automation or process improvements to the Operational Team Lead and API Platform Product Manager.

• Help facilitate the onboarding process for new and existing clients, ensuring a seamless transition.
• Conduct on-premise application installations and ensure proper configuration.
• Ensure complete and effective handover of onboarded clients to client-facing operations.
• Verify that all data points are effectively connected and operational.
• Develop a comprehensive understanding of the data acquisition process, including both front-end and back-end (ETL) components.
• Provide support to the business development team as required.

• Act as the operational representative for API Platform product area.
• Work directly with the Product Managers and technical leads of these teams to provide detailed context and analysis on escalated operational issues.
• Translate complex operational requirements, support findings, and opportunities for process automation into clear, concise information that can inform the product roadmap and backlog.

4. Technical Ticketing & Solutions Validation 

• Take primary responsibility for logging detailed, well-researched, and accurate tickets for bugs, platform features, and automation/efficiency improvements (e.g., in JIRA, DevOps, or a similar system).
• Ensure all technical tickets include clear problem statements, steps to replicate, data/system evidence, and the expected correct behavior.
• Perform (or coordinate) User Acceptance Testing (UAT) on fixes and new features to validate that the solution meets operational requirements before deployment.

5. Knowledge Base & Documentation Management

• Content Ownership: Take full ownership of the operational Knowledge Base content for the API Platform technical area, ensuring it is accurate, up-to-date, and easily accessible.
• Documentation Creation: Proactively create, update, and maintain high-quality documentation, Standard Operating Procedures (SOPs), and "how-to" guides for the Data Controller team based on common support issues and new feature rollouts.
• Efficiency Loop: Use insights from support tickets in your areas to identify gaps in the Knowledge Base, ensuring that solutions to recurring problems are documented to reduce future ticket volume.

ROLE REQUIREMENTS

Formal Qualifications

• Required: A degree in Industrial Engineering, Computer Science, Mathematics, Engineering, BCom Information Systems, BCom/Agricultural Economics, or a Bachelor's degree in Informatics/Information Systems.
• Driver’s licence.

Knowledge, Skills & Experience

• Expert Analytical Skills: Expert-level numerical, analytical, and advanced problem-solving capabilities.
• Technical Acumen: Strong technical aptitude with the ability to understand data flows, system integrations, APIs, and complex software logic.
• Platform Expertise: A deep, expert-level understanding of the AgrigateOne platform, its internal data structures, and operational workflows.
• Process Optimisation Mindset: A strong ability to see beyond the immediate issue to identify and recommend systemic improvements, workflow efficiencies, and automation opportunities.
• Communication: Exceptional verbal and written communication skills, with a proven ability to translate complex technical concepts for operational teams and a flair for writing clear and concise technical documentation.
• Stakeholder Management: Demonstrated ability to collaborate effectively with cross-functional teams, including non-technical support staff and highly technical product/engineering teams.
• Problem-Solving: A methodical and inquisitive approach to troubleshooting, with a passion for "digging in" to find the root cause.
• Detail-Oriented: Meticulous attention to detail, especially in data analysis, issue replication, and technical documentation.
• Systems Experience: Experience with technical ticketing systems (e.g., JIRA) and Knowledge Base / support desk software (e.g., Hubspot) is highly beneficial.
  
  

Job Related Experience

• Mandatory: Minimum 1-2 years’ experience in a technical operations, systems support, or data analyst role.
• Mandatory: Demonstrable experience in diagnosing and resolving complex technical, data, or software-related issues.
• Mandatory: Proven experience in analysing and documenting complex operational processes and data flows, ideally with a focus on improvement or automation.
• Beneficial: Experience in creating or managing technical documentation or a knowledge base.
• Beneficial: Experience working directly with software development or product management teams.
• Beneficial: Experience in a logistics provider, perishable commodity agent, or commercial farming company.

Languages

English
Afrikaans (Beneficial)

CULTURE

• Someone to enhance the positive company culture to prospective and new clients with a high emphasis on morals, values and diversity
• Preferably someone with a passion for/experience in the agriculture and /or logistics and technology industries
  
  

COMPANY OVERVIEW