4 Technical Support Engineer jobs in Placements24

• Provide expert-level technical support and troubleshooting for complex software issues reported by clients.
• Analyze system logs, error messages, and diagnostic information to identify root causes of problems.
• Develop and implement solutions, including workarounds, patches, and configuration changes.
• Collaborate with engineering and product teams to resolve escalated issues and provide feedback for product improvement.
• Create and maintain technical documentation, knowledge base articles, and best practice guides.
• Conduct remote training sessions for clients on product features and troubleshooting techniques.
• Monitor system performance and proactively address potential issues.
• Manage multiple support cases simultaneously, prioritizing effectively to meet service level agreements (SLAs).
• Act as a technical liaison between clients and internal development teams.
• Contribute to the development and refinement of support tools and processes.

• Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in technical support, software engineering, or systems administration.
• In-depth knowledge of operating systems (Windows, Linux), networking (TCP/IP, DNS, VPN), and cloud platforms (AWS, Azure).
• Proficiency in scripting languages (e.g., Python, Bash) is highly advantageous.
• Experience with database technologies (SQL, NoSQL) and API troubleshooting.
• Proven ability to diagnose and resolve complex technical issues under pressure.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to diverse audiences.
• Demonstrated experience working in a remote, distributed team environment.
• Strong analytical and problem-solving capabilities.
• Customer-centric mindset with a passion for delivering exceptional support.

• Competitive annual salary of KSh.
• Comprehensive health, dental, and vision insurance.
• Stock options and performance-based bonuses.
• Generous remote work stipend for home office setup.
• Unlimited paid time off policy.
• Opportunities for certifications and professional growth.
• A dynamic and inclusive remote work culture.
• Retirement savings plan with company match.

Our client is seeking a skilled and diligent Technical Support Engineer to enhance their support operations in Nyeri, Nyeri, KE . This role is crucial for providing advanced technical assistance to customers, diagnosing and resolving complex hardware and software issues, and ensuring the smooth operation of our client's products. You will be a key member of the technical support team, interacting directly with customers to deliver timely and effective solutions. The ideal candidate possesses a strong technical aptitude, excellent problem-solving skills, and a passion for customer satisfaction. This hybrid position offers the opportunity to work both remotely and from our Nyeri, Nyeri, KE office, providing a flexible and engaging work environment. We are looking for individuals who are eager to learn, adapt, and contribute to a high-performing team dedicated to excellence in technical support.

• Provide Tier 2 and Tier 3 technical support to customers via phone, email, and chat.
• Diagnose, troubleshoot, and resolve complex hardware, software, and network issues.
• Escalate unresolved issues to appropriate internal teams (e.g., Engineering, Product Development).
• Document all support interactions, troubleshooting steps, and resolutions in the ticketing system.
• Create and maintain technical documentation, user guides, and knowledge base articles.
• Assist in testing new product features and updates before release.
• Mentor junior support staff and share technical expertise.
• Identify recurring technical issues and propose long-term solutions.
• Participate in on-call rotation as needed.
• Ensure customer satisfaction by providing timely and effective resolutions.

• Minimum of 4 years of experience in technical support or a similar engineering role.
• Strong understanding of operating systems (Windows, macOS, Linux), networking protocols, and common software applications.
• Experience troubleshooting (Specific technologies relevant to the client, e.g., databases, cloud platforms, specific software suites).
• Proficiency with ticketing systems and remote support tools.
• Excellent analytical and problem-solving abilities.
• Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Ability to work effectively in a hybrid environment, balancing remote and in-office responsibilities.
• Must be based in or able to commute to Nyeri, Nyeri, KE .
• Certifications such as CompTIA A+, Network+, or MCSA are a plus.

Our client offers a competitive salary, comprehensive health coverage, paid time off, and a 401(k) retirement plan. We provide extensive opportunities for professional development, including advanced technical training and certification support. The hybrid work model in Nyeri, Nyeri, KE offers a great work-life balance. You'll be part of a collaborative and innovative team, working with cutting-edge technology. We also offer performance bonuses and employee assistance programs. Join a company that values technical expertise and invests in its employees' growth and well-being.