5,032 Employee Support jobs in Kenya

About
At , we believe every person should be able to access support—no matter where they live. Our platform powers chat services on WhatsApp for organisations delivering health and wellbeing services at scale across the Global South.

We've helped global leaders like WHO, and national health departments (South Africa, India, Brazil) transform access to care. Now we're scaling our work with for-profit health companies that are redefining how healthcare is delivered—digitally, affordably, and at scale.

We're a small, global and remote team, from Cambodia to Colombia and everywhere in between. We deeply care about our customers. Transparency and openness are key to us, where everyone is able to voice and contribute to decisions — big or small. We value a good work-life balance, kindness, empathy and caring about humans.

Role Overview

We're seeking Support Engineer in the EMEA timezone to join our team. You will reporting directly to our Technical Customer Success Manager. Your everyday work will directly help organisations have life-improving conversations, globally. Your day-to-day will include solving complex technical queries from customers, including communication with internal team mates as well as externally with technical members of our customers.

Sounds like the next role for you? Apply with your resume and cover letter telling us why you're interested in working with us.

What You'll Do

While startup roles often expand beyond their initial scope, we've outlined the core responsibilities as follows:

• Provide technical support to customers, addressing and resolving complex issues to ensure timely resolution.
• Provide operational support for customers ensuring stability on their chat services.
• Manage and prioritise escalated issues from the customer support team.
• Write tests and automate QA processes for diagnosed issues.
• Work closely with Product engineering teams to ensure critical issues are addressed promptly.
• Lead the resolution of major incidents affecting customers.
• Conduct thorough root cause analysis for recurring issues and incidents and implement solutions to prevent future occurrences.
• Based on types of bugs and issues faced, provide feedback to the product team on how the product can be improved and develop QA processes to catch similar issues in the future.
• Share knowledge and best practices to improve the overall effectiveness of the technical support team.
• Write documentation and how-to guides for internal understanding as well as contribute to.

What We're Looking For

We're seeking an independent, optimistic problem-solver who can manage multiple priorities and is genuinely passionate about social impact and mission-driven work.

• You are excited about using your skills to have a positive social impact.
• A degree in Computer Science or Engineering, or equivalent experience.
• At least 2 years experience as a developer with expertise in Elixir, LiveView, Python, Javascript, React, GraphQL, and PostgreSQL or other similar technologies.
• You love to help customers and make things better. You do that best by debugging, troubleshooting and fixing complex technical issues.
• You love to automate and systemise how things are done.
• You are a resilient and flexible person, and are excited to work in a small, remote team with a diverse and global customer base.
• The ability to communicate in another language is useful, but not a hard requirement.

What We Offer

• Remote-work with some in-person touch points
• "Calm Fridays": most Fridays we only work for half a day and leave the rest of the day to our personal lives
• 4 weeks of PTO (personal time off) + all the public holidays in your country of residence
• Stock options
• Yearly company-wide retreats in beautiful places around the world

Apply with and tell us why you're interested in working with

• Lead, mentor, and manage a remote customer support team, fostering a high-performance culture.
• Develop and implement customer support policies, procedures, and best practices.
• Provide advanced technical support and troubleshooting for customer inquiries related to the company's products or services.
• Act as a primary point of escalation for complex customer issues, ensuring timely and satisfactory resolution.
• Monitor customer support metrics (e.g., response times, resolution rates, customer satisfaction) and identify areas for improvement.
• Train and onboard new customer support representatives, ensuring they are equipped with the necessary skills and knowledge.
• Develop and maintain a comprehensive knowledge base of support documentation and FAQs.
• Gather customer feedback and insights to inform product development and service improvements.
• Collaborate with other departments (e.g., product, engineering) to address customer issues and advocate for customer needs.
• Ensure consistent and high-quality customer service delivery across all communication channels (email, chat, phone).
• Manage support ticket queues and ensure efficient workflow and prioritization.
• Contribute to the development of customer self-service resources.
• Stay updated on product updates and industry best practices in customer support and technical assistance.

• Bachelor's degree in a relevant field or equivalent practical experience.
• Minimum of 5 years of experience in customer service and technical support, with at least 2 years in a leadership or lead role.
• Proven experience in resolving complex technical issues and providing advanced troubleshooting.
• Excellent leadership, coaching, and team management skills.
• Strong understanding of customer relationship management (CRM) software and helpdesk platforms.
• Exceptional communication, interpersonal, and active listening skills.
• Ability to remain calm and professional in high-pressure situations.
• Strong analytical and problem-solving abilities.
• Proficiency in using various communication and collaboration tools for remote work.
• Ability to work independently, manage time effectively, and meet performance goals in a remote setting.
• A passion for customer satisfaction and a commitment to excellence in service delivery.

Company Description

Tezzra Technologies is your partner in digital transformation, delivering customized IT solutions that drive efficiency, enhance security, and unlock growth. We specialize in IT support, cloud solutions, integrations, and artificial intelligence to help businesses thrive in today's fast-changing digital world.

Role Description

This full-time role is for a Remote Support Engineer on-site in Nairobi County, Kenya. The Remote Support Engineer will be responsible for providing technical support, troubleshooting issues, and assisting customers with any IT-related problems. The engineer will also manage operating systems and ensure excellent customer service.

Qualifications

• Proficiency in Troubleshooting and Technical Support
• Strong skills in Customer Support and Customer Service
• Experience with Operating Systems
• Excellent communication and interpersonal skills
• Ability to work independently and in a fast-paced environment
• Bachelor's degree in Information Technology, Computer Science, or a related field is a plus
• Familiarity with IT support and cloud solutions is advantageous

EcoSafi is a venture backed renewable energy clean cooking company delivering a better, more affordable, and sustainable way to cook. Our locally made, renewable pellets are the hottest, fastest, and lowest cost source of cooking fuel, delivering the experience of LPG at less than the price of charcoal. Our mission is to bring happiness to our customers' kitchens, saving them money while helping protect our environment and make an impact on climate change.

As a Kenyan-based company with Silicon Valley in our DNA, we're using the latest tools to automate our customer experience, from mobile cloud CRM to an all electric delivery fleet. Cooking is all too often the number one source of CO2 emissions per family, and our ambition is as simple as it is bold: take trees off the dinner menu in Africa.

We are looking for individuals to fill the position of Regional Tech Support
.
 This role will work in ensuring the efficient operation and maintenance of cook stoves deployed to customers.

This is a chance to be part of a high growth company transforming how we cook for the better, while making a real and lasting positive impact . You must enjoy and thrive working in a fast paced, evolving environment, be willing and able to adapt quickly to changing circumstances, and have a proven track record of working with a diverse group of coworkers.

This is a chance to be part of a company that is transforming, shaping and changing how we cook in our kitchens, while making a real and lasting positive impact on the environment and climate.

Responsibilities

• Provide technical support to customers, troubleshooting issues with EcoSafi cook stoves.
• Coordinate maintenance and repair activities for cook stoves.
• Conduct training sessions for team members on technical skills.
• Implement Quality Assurance processes to ensure cook stoves meet performance standards.
• Coordinate stove recoveries, keeping records, and reporting on week-on-week recoveries.
• Manage inventory of spare parts and components required for maintenance and repairs.
• Maintain communication with customers to provide updates on service activities.
• Maintain accurate records of service activities.
• 1st & 2nd line repairs (basic troubleshooting, quick component swaps <20 minutes)
• Spare parts & tools management at the hub (no separate inventory clerk)
• Repair documentation and triage/escalation to Nairobi for 3rd/4th line work
• Customer/branch support & basic user training on proper stove use

Knowledge and Experience

• 2–3+ years hands-on technical repair (appliance, electrical, solar, or similar), strong troubleshooting, basic electrical/mechanical skills, customer-facing maturity
• Diploma or Bachelor's degree in Mechanical Engineering, Electrical Engineering, Renewable Energy, or a related technical field.
• Certification in appliance repair, maintenance, or quality assurance is an added advantage.

Skills and Attributes

• Strong ability to use initiative, prioritize, multi-task, and work well under pressure to meet deadlines.
• Strong understanding of biomass stoves, clean cooking technologies, and energy efficiency.
• Experience in troubleshooting, diagnosing, and repairing technical issues in cook stoves or similar appliances.
• Knowledge of quality assurance processes to ensure product performance and durability.
• Ability to conduct training sessions for team members on technical maintenance and troubleshooting.
• Proficiency in inventory management for spare parts and components.
• Experience in customer support and maintaining communication regarding service activities.
• Strong record-keeping and reporting skills for tracking stove recoveries and maintenance work.
• Ability to work in the field, interact with customers, and coordinate maintenance operations effectively.

EcoSafi is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of gender, gender identity, color, religion, nationality, physical disability, medical condition, marital status, age, ethnicity, or any other status protected under the laws of Kenya.

Company Description

Dev Centre House helps enterprise clients transform their businesses digitally by providing expert software engineering services. Our teams have built software products used by millions of people. We are a highly motivated team of software people who believe that passion for work can impact the world through excellent code and beautiful design. We deploy highly dedicated and motivated squads for our clients, ensuring that our positive attitude and energy trickle down into their products. We selectively take on projects that provide win-win scenarios, building partnerships on honesty and transparency.

Role Description

This is a full-time remote role for a Customer Service Support specialist. The Customer Service Support specialist will be responsible for providing excellent customer support, handling customer inquiries, ensuring customer satisfaction, and offering technical support. The role involves managing communication via phone and other channels, maintaining proper phone etiquette, and delivering efficient and effective service to customers.

Key Responsibilities:

• Handle incoming calls, emails, and chat messages from customers in a professional and timely manner.
• Communicate clearly and effectively to provide accurate information about products, services, and company policies.
• Resolve customer inquiries, complaints, and issues with patience, empathy, and efficiency.
• Assist in representing Emere positively in the market through customer engagement and feedback.
• Collaborate with the design team on marketing campaigns and provide customer insights to improve local promotions.
• Collect feedback from customers and share insights with the team for service and marketing improvement.
• Maintain a positive, energetic, and helpful approach in all customer interactions.

Key Qualifications

• Customer Support and Technical Support skills
• Strong Interpersonal Skills and Customer Satisfaction focus
• Effective Phone Etiquette and communication skills
• Ability to work independently and remotely
• Experience in providing support in a technical environment is a plus
• Relevant experience in a customer service role is a plus
• Tech-savvy with basic computer skills (MS Office, email, CRM systems).
• Creative mindset with an interest in marketing and brand promotion.
• A positive attitude, energetic personality, and willingness to learn.
• Excellent written and verbal communication skills in both English and

Swahili (Kiswahili)

Job Purpose
To identify business requirements and develop solutions (database design, workflows, user/data

interfaces, integrations) and design, development, and 2nd line support of business Applications, ranging from user analysis, design, and development to implementation and maintenance.

Key Responsibilities

• Configure and/or customize business applications to meet business requirements using various database and software tools.
• Assist in presentations of system functionality to new users and departments. Drives systems adoption by business users.
• Enhance and create user and system documentation as needed.
• Work directly with the IT support personnel and teams to resolve issues identified and escalated during daily operations.
• Perform the necessary technical design and development functionality to ensure that business application systems can be effectively developed and implemented.
• Design and development of front-end tier(s), middle tier(s), and /or back-end database tier(s) for business applications.
• Capturing of business applications information needs and mapping of the same to the software and /or database components.
• Perform data modelling to analyze and specify data structures within an application system.
• Developing database objects and structures for data storage, retrieval and reporting according to specifications.
• Implementing and testing database design and functionality and tuning for performance.
• Research and provide input on design approach, performance and base functionality improvements for various procedures and applications.
• Generation of ideas to improve efficiency in software and application services offered to the business, and/or generate revenue for business.
• Delegated Authority: As per the approved Delegated Authority Matrix.

Qualifications & Experience

• Degree in Computer Science or a technical-related field.
• 4 – 6 years experience in applications development, which includes system customization, support and report designs.
• 2 years' experience with RDMS preferably MS SQL Server, Oracle and MySQL.
• Certified in IT.
• Know data analysis and analytics, Mobile infrastructure, Internet technologies, e-commerce and e-payment technologies.
• Experience in process automation using robotics.
• Previous experience in a financial/insurance institution will be an added advantage.
• Membership to relevant IT bodies.

Primary Location
Kenya-Nairobi-Nairobi

Organization
Britam

Job Type
Permanent

Shift
Day Job

Contract Type
Full-time

Job Posting

Unposting Date

Number of Openings
1

Overview

Influx is a growing and profitable startup that delivers on-demand, 24/7 customer support to high-performing tech companies and global brands. Headquartered in Australia and powered by a team of 1000+ professionals worldwide, we pride ourselves on delivering fast, flexible, and scalable support that meets our clients' exacting standards - every day of the year.

We are currently seeking a highly motivated Support Agent to join our team for a new client project in the e-commerce sector. This is an exciting opportunity to work with a dynamic and innovative brand, providing technical assistance and ensuring a seamless customer experience.

About the role

As a Technical Support Agent, you will be the first point of contact for customers, troubleshooting a wide range of complex issues that arise in online commerce. You'll be working on a unique blend of customer service and light technical tasks to ensure smooth operations for our clients.

In this role, you will:

• Respond to customer inquiries via email, chat, and other communication channels.
• Troubleshoot and resolve a wide range of issues which on the "hard" end of the spectrum involve debugging APIs and web platforms ("stripe", "shopify" and so on)
• Log and manage support tickets with a high degree of conscientiousness and attention to detail.
• Maintain a clear understanding of the client's business and operating model (e.g., e-commerce, shipping systems) to effectively address issues.
• Collaborate with internal teams to escalate complex issues as needed.

What You'll Need

Technical Competencies:

• Proven experience understanding and troubleshooting complex problems and systems
• Familiarity with using
  Postman for API troubleshooting
  is a plus.
• Ability to
  read log files
  and
  basic scripting knowledge
  is an advantage.
• Basic
  SQL skills
  are also a nice-to-have.

Soft Skills:

• Excellent English communication (spoken and written)
• Ability to simplify technical explanations
• Patience, empathy, and active listening
• Problem-solving
• Leadership capabilities are a plus.
• We're looking for bright, quick learners with a strong working memory

Work Environment and Setup:

• Reliable and fast internet connection (30 Mbps minimum).
• A quiet and distraction-free workspace.
• Desktop/laptop with 8GB RAM minimum.

What we offer

• Work from home (WFH) arrangement.
• A supportive, collaborative, and high-performance environment at work that supports a life outside work.
• A set of international clients with high standards of excellence.
• An international team.
• Comprehensive training to equip you with the knowledge and skills necessary to excel in the role.
• Plenty of opportunities to learn from, and work with, high-performing colleagues in a fast-paced environment.

Employment type:
Full-time only, 44 hours per week.

How We Operate / Our Values:

• Treat others as you would like to be treated
• Do what you say you're going to do. Show, don't tell
• Prioritize the listener
• Truth seeking

If this sounds interesting to you, join us by clicking on Apply

IMPORTANT NOTES:

• Influx never asks candidates to make any payment throughout the entire recruitment process.
• Successful candidates will be contacted only through email ending with @