10,384 Back End jobs in Kenya

• Provide advanced technical support for our software products to enterprise customers via remote channels (phone, email, chat, video conferencing).
• Diagnose, troubleshoot, and resolve complex software issues and bugs.
• Analyze system logs and diagnostic data to identify root causes of problems.
• Collaborate closely with software developers, QA engineers, and product managers to escalate and resolve issues.
• Develop and maintain technical documentation, knowledge base articles, and best practice guides.
• Educate customers on product features and effective usage to enhance their experience.
• Manage and prioritize a high volume of support requests effectively.
• Contribute to product improvement by providing detailed feedback on bugs and feature requests.
• Mentor and guide junior support engineers, sharing expertise and best practices.
• Ensure timely and effective resolution of customer issues, maintaining high levels of customer satisfaction.

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• Minimum of 5 years of experience in technical support, software support, or a similar role, preferably in a SaaS environment.
• Proven expertise in troubleshooting complex software applications and understanding of client-server architecture.
• Strong knowledge of operating systems (Windows, Linux), networking protocols (TCP/IP, DNS, HTTP), and database systems (SQL).
• Excellent analytical and problem-solving skills with a methodical approach.
• Exceptional communication, interpersonal, and customer service skills.
• Ability to explain technical concepts clearly to both technical and non-technical audiences.
• Experience with remote support tools and ticketing systems (e.g., Zendesk, Jira Service Management).
• Ability to work independently and manage workload effectively in a remote setting.
• A proactive attitude and a commitment to continuous learning and technical growth.

• Provide high-level technical support and troubleshooting for network products and services.
• Diagnose and resolve complex hardware, software, and connectivity issues for customers.
• Respond to customer inquiries via phone, email, and ticketing system in a timely and professional manner.
• Document all customer interactions, troubleshooting steps, and resolutions in the CRM system.
• Escalate unresolved issues to senior technical staff or engineering teams, providing comprehensive details.
• Assist in the development of knowledge base articles, FAQs, and technical documentation.
• Conduct remote diagnostics and provide on-site support when necessary.
• Collaborate with sales and engineering teams to ensure customer satisfaction.
• Maintain a deep understanding of our product portfolio and common customer use cases.
• Participate in product testing and provide feedback to the development team.
• Identify trends in customer issues and provide feedback to improve product design and documentation.
• Manage multiple support tickets simultaneously, prioritizing effectively.
• Stay up-to-date with the latest network technologies and industry best practices.

• Bachelor's degree in Computer Science, Information Technology, Electrical Engineering, or a related field.
• Minimum of 3 years of experience in technical support, specifically with networking equipment and protocols.
• Strong understanding of TCP/IP, DNS, DHCP, routing, switching, and firewalls.
• Experience with network monitoring tools and diagnostic utilities.
• Excellent troubleshooting and problem-solving skills.
• Proficiency in providing customer support in a helpdesk environment.
• Strong communication, interpersonal, and active listening skills.
• Ability to work under pressure and manage customer expectations effectively.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow).
• Relevant certifications such as CCNA, Network+, or equivalent are highly desirable.
• A customer-centric attitude with a passion for resolving technical challenges.

• Provide remote, first-line and second-line technical support for a wide range of HVAC products and systems.
• Troubleshoot complex technical issues via phone, email, video conferencing, and remote diagnostic tools.
• Interpret technical documentation, schematics, and performance data to diagnose and resolve system faults.
• Guide field technicians through installation, repair, and maintenance procedures.
• Escalate unresolved issues to senior engineers or product development teams, providing detailed information and analysis.
• Develop and maintain technical support documentation, including FAQs, troubleshooting guides, and best practice articles.
• Contribute to product improvement by identifying recurring issues and providing feedback to the engineering department.
• Analyze system performance data to identify potential problems and recommend proactive solutions.
• Train internal staff and external partners on HVAC system operation and troubleshooting.
• Ensure timely and accurate logging of all support interactions and resolutions in the CRM system.
• Stay up-to-date with the latest advancements in HVAC technology and industry standards.

• Proven experience in HVAC system design, installation, or technical support.
• In-depth knowledge of refrigeration cycles, psychrometrics, air balancing, and electrical controls for HVAC systems.
• Proficiency in reading and interpreting technical drawings, schematics, and blueprints.
• Experience with diagnostic tools and software for HVAC systems.
• Strong analytical and problem-solving skills with a methodical approach.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to diverse audiences.
• Demonstrated ability to work effectively in a remote environment, managing time and prioritizing tasks independently.
• A relevant technical certification or degree in Mechanical Engineering, HVAC Technology, or a related field is preferred.
• Experience with building automation systems (BAS) is a significant advantage.
• Customer-focused mindset with a passion for providing excellent technical support.

• Provide advanced remote technical support and troubleshooting for industrial automation systems, including PLCs, HMIs, SCADA, and robotics.
• Diagnose and resolve complex hardware, software, and network issues in a timely manner.
• Develop and maintain technical documentation, including troubleshooting guides, FAQs, and knowledge base articles.
• Train and mentor junior technical support engineers, sharing expertise and best practices.
• Escalate critical issues to R&D or engineering teams when necessary, providing detailed information.
• Analyze support trends to identify recurring problems and recommend product or process improvements.
• Collaborate with customer success and sales teams to ensure client satisfaction.
• Participate in the development and testing of new automation solutions.
• Manage support queues and ensure adherence to service level agreements (SLAs) in a remote environment.
• Proactively identify potential issues and offer preventative maintenance advice.

• Bachelor's degree in Electrical Engineering, Mechanical Engineering, Computer Science, or a related field.
• Minimum of 8 years of experience in technical support, with a strong focus on industrial automation.
• In-depth knowledge of PLC programming (e.g., Siemens, Allen-Bradley), HMI/SCADA software, and robotic systems.
• Experience with industrial networking protocols (e.g., Ethernet/IP, Profinet, Modbus).
• Strong diagnostic and problem-solving skills.
• Excellent communication and interpersonal skills, with the ability to explain complex technical concepts clearly.
• Proven ability to work independently and manage time effectively in a fully remote setting.
• Experience in leading or mentoring technical teams is essential.
• Familiarity with remote access and diagnostic tools.
• Customer-focused mindset with a passion for resolving technical challenges.

CUSTOMER SERVICES TEAM – SUPPORT ENGINEER:

With Acsys International, the Support Engineer will be expected to perform all the below mentioned support activities which falls under our scope, to the Customers located globally. Customer Relationship Management, Pre-Sales Support, Customer Training & Implementations, Incident Management, Hardware RMA.

CORE RESPONSIBILITIES: Serves customers by providing product and service information; resolving product and service problems.

CUSTOMER SERVICE REPRESENTATIVE SKILLS AND QUALIFICATIONS:

•Minimum of bachelor's degree or Diploma or Equivalent Technical Qualification or Certification

•Customer Handling Skills (Exposure in handling International Customers)

•Excellent Communication Skills (Oral & Written)

•Intermediate Hardware, Software & Networking knowledge

•Strong Interpersonal Skills & Exposure to working across multi-cultural workforce

•Flexible to work in shifts (24/7) environment, Quick Learner

•Quality Focus, Problem Solving Skills, Market Knowledge

•Documentation Skills, Listening Skills, Email / Chat etiquettes
•Analyzing Information, Go in to the details, Logical Troubleshooting Skills, Multi-tasking

•Flexible to travel frequently Domestic / Internationa

l
•Good to have - a valid passport

CUSTOMER SERVICE REPRESENTATIVE JOB DUTIES:

•Incident Management Ticketing Process – Taking Ownership of issues end to end and maintaining theconfidentiality of the Customer Information and recording every bit of information on the CRM

•Resolve customers issues with respect to Product, Software, Hardware, Replacement or Enquiry

•Drill down and identify the root cause of the issue and accurate reporting of the same to other departments

•Provide best possible solution to the customers and expediting speedy resolution to the customers

•Suggesting any Sales Leads / Opportunities with the Customers to the Sales Team

•Prepare product or service reports by collecting and analysing customer provided information and passing it on therelevant teams internally

•Contribute to team effort by accomplishing related results as needed

•Generate sales leads and maintain a good rapport with the POCs, build sustainable relationships of trust throughopen and interactive communication

•Go the extra mile to engage customers

•Weekly, Monthly submission or reports / timesheets submission on time

•Ownership of Cases lying in your bin, regular follow ups and feedbacks to the internal teams.

• Provide timely and effective technical support to customers via phone, email, chat, and remote desktop tools.
• Diagnose, troubleshoot, and resolve complex hardware, software, and network issues.
• Guide customers through step-by-step solutions and educate them on product usage and best practices.
• Document all customer interactions, troubleshooting steps, and resolutions accurately in the CRM system.
• Escalate unresolved issues to higher-level support teams or engineering as needed, ensuring proper follow-up.
• Contribute to the creation and maintenance of a comprehensive knowledge base of FAQs, troubleshooting guides, and technical documentation.
• Identify recurring technical issues and provide feedback to product development and engineering teams for product improvement.
• Monitor system performance and identify potential issues before they impact customers.
• Maintain a high level of customer satisfaction by providing professional, empathetic, and efficient support.
• Stay up-to-date with product updates, new features, and relevant technologies.
• Participate in team meetings and training sessions to share knowledge and best practices.
• Manage individual workload and prioritize support requests effectively to meet service level agreements (SLAs).
• Proactively identify opportunities to improve customer support processes and tools.

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
• Minimum of 3 years of experience in technical support, helpdesk, or a similar customer-facing technical role.
• Strong understanding of operating systems (Windows, macOS, Linux), network protocols (TCP/IP, DNS, DHCP), and common software applications.
• Experience with troubleshooting hardware components and software configurations.
• Excellent problem-solving, analytical, and critical thinking skills.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
• Proficiency in using CRM software and remote support tools.
• Ability to work independently and manage time effectively in a remote environment.
• Patience, empathy, and a customer-centric attitude.
• Certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus.
• Experience with cloud technologies (AWS, Azure, GCP) is advantageous.

• Provide advanced technical support to customers via phone, email, and chat.
• Diagnose and troubleshoot complex software and hardware issues related to the company's products.
• Document technical issues, solutions, and workarounds thoroughly.
• Escalate unresolved issues to appropriate engineering or development teams.
• Reproduce customer issues in a test environment to identify root causes.
• Develop and maintain a knowledge base of common issues and solutions.
• Assist in training and mentoring junior customer support representatives.
• Contribute to the improvement of support processes and customer experience initiatives.
• Analyze support trends to identify product improvement opportunities.
• Ensure timely and effective resolution of customer inquiries and issues.

• Bachelor's degree in Computer Science, Information Technology, or a related technical field.
• Minimum of 5 years of experience in technical customer support or a related role.
• In-depth knowledge of operating systems, networking, and common software applications.
• Proven ability to troubleshoot complex technical problems efficiently.
• Excellent communication, interpersonal, and active listening skills.
• Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to explain technical concepts clearly to non-technical users.
• Strong problem-solving and analytical skills.
• Ability to work independently and manage time effectively in a remote setting.
• Experience with scripting or programming languages is a plus.

• Provide expert technical support for escalated customer issues related to the company's software products.
• Diagnose, troubleshoot, and resolve complex software defects and technical problems.
• Collaborate with engineering and product teams to identify root causes and implement permanent fixes.
• Document technical solutions, workarounds, and troubleshooting guides.
• Contribute to the development and maintenance of the product knowledge base.
• Provide guidance and technical training to junior support engineers.
• Communicate effectively with customers, providing updates on issue resolution progress.
• Analyze support trends and identify areas for product improvement.
• Ensure customer satisfaction by delivering timely and effective technical solutions.
• Participate in on-call rotation as needed.

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• Minimum of 5 years of experience in technical customer support, software support, or a similar role.
• Proven experience troubleshooting complex software issues.
• Strong understanding of operating systems, networking, and databases.
• Proficiency in at least one scripting or programming language (e.g., Python, JavaScript, SQL).
• Excellent analytical, problem-solving, and debugging skills.
• Outstanding written and verbal communication skills.
• Ability to work independently and manage time effectively in a remote environment.
• Customer-focused mindset and a passion for helping others.