Senior Technical Support Engineer
70100 Nairobi, Nairobi
KES120000 Annually
WhatJobs
Posted 1 day ago
Job Viewed
Job Description
Our client is seeking a highly skilled and experienced Senior Technical Support Engineer to join their fully remote customer service and helpdesk team. This position is crucial for providing advanced technical assistance and ensuring exceptional customer satisfaction for a diverse client base. As a remote-first organization, we offer a flexible and collaborative work environment. You will be responsible for diagnosing and resolving complex technical issues across various software and hardware platforms. This includes troubleshooting system errors, network connectivity problems, and application malfunctions. The Senior Technical Support Engineer will act as a point of escalation for junior support staff, providing guidance and mentorship. Key responsibilities include developing and maintaining technical documentation, creating knowledge base articles, and identifying recurring issues to propose long-term solutions. You will work closely with development and product management teams to provide feedback on product improvements and bug fixes. The ideal candidate will possess a deep understanding of operating systems, networking protocols, and common software applications. A Bachelor's degree in Computer Science, Information Technology, or a related field is preferred, with relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified) being a strong asset. A minimum of 5 years of experience in technical support, helpdesk operations, or a related IT role is required. Proven experience in diagnosing and resolving complex technical problems, as well as strong customer service skills, is essential. Proficiency in using remote support tools and ticketing systems (e.g., Zendesk, ServiceNow) is expected. Excellent problem-solving, analytical, and communication skills are critical for effectively interacting with customers and internal teams. You must be a self-motivated, organized, and detail-oriented individual with the ability to manage your time effectively and work independently in a fully remote setting. This is an excellent opportunity to leverage your technical expertise and customer focus to make a significant impact on client success, all from the convenience of your home.
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0
Senior Technical Support Engineer
00100 Nairobi, Nairobi
KES190000 Annually
WhatJobs
Posted 2 days ago
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Job Description
Our client is seeking a highly skilled and motivated Senior Technical Support Engineer to provide exceptional remote support to their diverse customer base. This is a fantastic opportunity to leverage your technical expertise and problem-solving abilities from the comfort of your home. You will be responsible for diagnosing and resolving complex technical issues, guiding customers through troubleshooting steps, and ensuring a high level of customer satisfaction. The ideal candidate will have a deep understanding of software, hardware, and network troubleshooting, with a proven track record in a technical support role. You should be adept at communicating technical information clearly and concisely to both technical and non-technical users. Experience with ticketing systems, remote desktop tools, and knowledge base management is essential. We are looking for a patient, empathetic, and analytical individual with a passion for helping others and a commitment to finding effective solutions. The ability to work independently, manage multiple support requests simultaneously, and escalate issues appropriately is crucial. This role requires strong problem-solving skills, meticulous attention to detail, and the ability to stay calm and professional under pressure. You will collaborate with engineering and product teams to identify recurring issues and contribute to product improvements. Key responsibilities include:
- Providing high-level technical support to customers via phone, email, and chat.
- Diagnosing and resolving complex hardware, software, and network issues.
- Guiding users through troubleshooting steps and providing clear instructions.
- Documenting all support interactions, resolutions, and technical issues in a ticketing system.
- Creating and maintaining technical documentation and knowledge base articles.
- Escalating unresolved issues to senior engineers or development teams.
- Identifying trends in customer issues and providing feedback to product development.
- Ensuring customer satisfaction by providing timely and effective solutions.
- Staying up-to-date with product updates and technical advancements.
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 5+ years of experience in technical support or helpdesk roles.
- Proficiency in troubleshooting operating systems (Windows, macOS, Linux) and common applications.
- Strong understanding of networking concepts (TCP/IP, DNS, DHCP).
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Excellent communication, problem-solving, and customer service skills.
- Ability to work independently and manage time effectively in a remote environment.
- Relevant technical certifications (e.g., CompTIA A+, Network+) are a plus.
This advertiser has chosen not to accept applicants from your region.
1
Remote Technical Support Lead
80200 Nairobi, Nairobi
KES95000 Annually
WhatJobs
Posted 3 days ago
Job Viewed
Job Description
Our client is looking for an experienced and customer-focused Technical Support Lead to manage their remote support team. This role demands a leader with a strong technical aptitude, excellent communication skills, and a passion for providing exceptional customer service. You will be responsible for overseeing the daily operations of the technical support department, ensuring timely and effective resolution of customer issues, and driving continuous improvement in support processes. The ideal candidate will have a proven track record in managing support teams, troubleshooting complex technical problems, and implementing customer support best practices.
Your responsibilities will include leading, training, and mentoring a team of support specialists, assigning tasks, and monitoring performance to meet service level agreements (SLAs). You will also be involved in developing and maintaining support documentation, knowledge bases, and FAQs. This role requires hands-on involvement in resolving escalated customer issues, identifying root causes, and collaborating with engineering and product teams to implement solutions. You will track support metrics, analyze trends, and report on team performance and customer satisfaction. Experience with ticketing systems (e.g., Zendesk, Jira Service Management) and remote support tools is essential. We are seeking a proactive problem-solver who can foster a positive team environment and ensure a seamless customer experience. This is a remote-first position, requiring strong organizational skills, the ability to manage time effectively, and proficiency in virtual collaboration tools. If you are passionate about customer success and looking to lead a high-performing team from **Malindi, Kilifi, KE**, we invite you to apply.
Your responsibilities will include leading, training, and mentoring a team of support specialists, assigning tasks, and monitoring performance to meet service level agreements (SLAs). You will also be involved in developing and maintaining support documentation, knowledge bases, and FAQs. This role requires hands-on involvement in resolving escalated customer issues, identifying root causes, and collaborating with engineering and product teams to implement solutions. You will track support metrics, analyze trends, and report on team performance and customer satisfaction. Experience with ticketing systems (e.g., Zendesk, Jira Service Management) and remote support tools is essential. We are seeking a proactive problem-solver who can foster a positive team environment and ensure a seamless customer experience. This is a remote-first position, requiring strong organizational skills, the ability to manage time effectively, and proficiency in virtual collaboration tools. If you are passionate about customer success and looking to lead a high-performing team from **Malindi, Kilifi, KE**, we invite you to apply.
This advertiser has chosen not to accept applicants from your region.
2
Senior Technical Support Engineer
80202 Nairobi, Nairobi
KES160000 Annually
WhatJobs
Posted 6 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled Senior Technical Support Engineer to join their dedicated, fully remote customer service team. This role is crucial for providing exceptional technical assistance and ensuring our clients' satisfaction with our products and services. You will be the primary point of contact for complex technical inquiries, offering expert troubleshooting and resolution.
As a Senior Technical Support Engineer, you will leverage your deep technical knowledge and problem-solving abilities to diagnose and resolve a wide range of hardware and software issues. You will document solutions, create knowledge base articles, and collaborate with engineering teams to escalate and track product bugs and improvements. Excellent communication skills are essential, as you will be interacting with customers via phone, email, and chat, maintaining a professional and helpful demeanor at all times. This position requires a proactive approach to customer satisfaction and a commitment to continuous learning within a remote-first environment.
Key Responsibilities:
Qualifications:
This is an excellent opportunity to advance your career in technical support within a collaborative and flexible remote team. If you are passionate about helping others and possess strong technical acumen, apply today. You'll be providing vital support from your home base in Malindi, Kilifi, KE .
As a Senior Technical Support Engineer, you will leverage your deep technical knowledge and problem-solving abilities to diagnose and resolve a wide range of hardware and software issues. You will document solutions, create knowledge base articles, and collaborate with engineering teams to escalate and track product bugs and improvements. Excellent communication skills are essential, as you will be interacting with customers via phone, email, and chat, maintaining a professional and helpful demeanor at all times. This position requires a proactive approach to customer satisfaction and a commitment to continuous learning within a remote-first environment.
Key Responsibilities:
- Provide advanced technical support and troubleshooting for clients experiencing hardware and software issues.
- Respond to customer inquiries promptly and professionally across multiple channels (phone, email, chat).
- Diagnose, troubleshoot, and resolve complex technical problems, ensuring timely resolution.
- Escalate unresolved issues to appropriate internal teams (e.g., development, engineering) and follow up to ensure resolution.
- Create and maintain comprehensive technical documentation, including FAQs, user guides, and knowledge base articles.
- Identify trends in customer issues and provide feedback to product development teams for improvement.
- Assist in training and mentoring junior support staff.
- Proactively identify opportunities to improve customer experience and support processes.
- Manage customer support tickets efficiently, prioritizing and organizing workload.
- Ensure customer satisfaction by providing clear, concise, and accurate technical guidance.
- Stay up-to-date with product updates and technical advancements.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in technical support or a similar customer-facing technical role.
- In-depth knowledge of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
- Proven ability to diagnose and resolve complex technical issues.
- Excellent problem-solving, analytical, and critical thinking skills.
- Exceptional communication, interpersonal, and customer service skills.
- Proficiency in using helpdesk software and ticketing systems.
- Ability to work independently and manage time effectively in a remote setting.
- Strong ability to explain technical concepts to non-technical users.
- Experience in a SaaS environment is a plus.
This is an excellent opportunity to advance your career in technical support within a collaborative and flexible remote team. If you are passionate about helping others and possess strong technical acumen, apply today. You'll be providing vital support from your home base in Malindi, Kilifi, KE .
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3
Senior Technical Support Engineer - Remote
80100 Nairobi, Nairobi
KES450000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client, a fast-growing SaaS company with a global customer base, is seeking a Senior Technical Support Engineer to join their dedicated, fully remote support team. This role is crucial for providing advanced technical assistance to our customers, resolving complex issues, and ensuring a high level of customer satisfaction. You will act as a subject matter expert for our product suite, troubleshooting intricate software and hardware problems, and documenting solutions for both internal and external knowledge bases. The ideal candidate possesses deep technical expertise, excellent diagnostic skills, and a passion for helping customers succeed. As a remote employee, you will collaborate with customer success managers, product developers, and other support engineers through virtual channels, requiring strong communication and problem-solving abilities. You will also play a key role in identifying trends in support requests and providing feedback to the product team for continuous improvement. We are looking for a proactive, detail-oriented individual who can manage multiple priorities, think critically under pressure, and deliver exceptional support in a fast-paced environment. This is an excellent opportunity to leverage your technical skills and customer-centric approach in a fully remote setting, contributing significantly to our client's success.
Responsibilities:
Qualifications:
Responsibilities:
- Provide advanced technical support to customers via email, chat, and phone.
- Diagnose, troubleshoot, and resolve complex software and system issues.
- Serve as a subject matter expert for the company's product suite.
- Document technical solutions and create comprehensive knowledge base articles.
- Escalate critical issues to relevant engineering or product teams with detailed information.
- Identify recurring technical issues and contribute to product improvement feedback.
- Assist in training and mentoring junior technical support staff.
- Manage customer expectations and ensure timely resolution of support tickets.
- Contribute to the development of support tools and processes.
- Maintain a high level of customer satisfaction through prompt and effective support.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 5 years of experience in technical support, preferably in a SaaS environment.
- Strong knowledge of operating systems (Windows, macOS, Linux), networking concepts, and databases.
- Proficiency in scripting languages (e.g., Python, Bash) is a plus.
- Excellent troubleshooting, analytical, and problem-solving skills.
- Superior communication and interpersonal skills for effective customer interaction.
- Ability to work independently and manage time effectively in a remote setting.
- Experience with ticketing systems (e.g., Zendesk, Jira Service Desk).
- Customer-focused attitude with a dedication to resolving issues.
- Familiarity with cloud platforms (AWS, Azure, GCP) is advantageous.
This advertiser has chosen not to accept applicants from your region.
4
Senior Technical Support Specialist - Remote
80100 Nairobi, Nairobi
KES75000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and experienced Senior Technical Support Specialist to provide expert assistance to their valued customers. This is a fully remote position, offering the flexibility to work from home and contribute to exceptional customer satisfaction. You will be the primary point of contact for resolving complex technical issues, ensuring a seamless user experience with our products and services. This remote role requires a deep understanding of our product suite, troubleshooting methodologies, and customer service best practices. Your responsibilities will include diagnosing and resolving advanced technical problems reported by users via phone, email, and chat. You will also be responsible for documenting support cases, escalating issues when necessary, and contributing to the knowledge base with solutions and workarounds. The ideal candidate will possess excellent communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users. A proven track record of problem-solving, a patient and empathetic demeanor, and the ability to manage multiple support requests simultaneously are crucial. We are looking for an individual who thrives in a remote work environment, demonstrates initiative, and is committed to delivering outstanding technical support. This is a fantastic opportunity to join a supportive team and make a tangible difference in customer experience, all from the convenience of your home office. You will be a key player in maintaining customer loyalty and ensuring they derive maximum value from our offerings. The role involves continuous learning about product updates and industry best practices to provide the most effective support.
Responsibilities:
Responsibilities:
- Provide advanced technical support to customers via phone, email, and chat, resolving complex software and hardware issues.
- Diagnose, troubleshoot, and document technical problems accurately and efficiently.
- Escalate unresolved issues to appropriate internal teams and ensure timely resolution.
- Develop and maintain comprehensive documentation, including FAQs, troubleshooting guides, and knowledge base articles.
- Train and mentor junior support staff on technical issues and best practices.
- Identify recurring technical issues and provide feedback to product development teams for product improvement.
- Manage customer relationships and ensure a high level of customer satisfaction.
- Stay up-to-date with product updates, new features, and industry trends.
- Contribute to the continuous improvement of support processes and workflows.
- Ensure compliance with company policies and service level agreements (SLAs).
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- Minimum of 4 years of experience in technical support, helpdesk, or a similar customer-facing IT role.
- Proven expertise in troubleshooting operating systems (Windows, macOS, Linux), network connectivity, and common software applications.
- Excellent problem-solving, analytical, and diagnostic skills.
- Strong communication, listening, and interpersonal skills, with the ability to empathize with customers.
- Experience with ticketing systems (e.g., Zendesk, Jira Service Desk) and remote support tools.
- Ability to work independently and manage time effectively in a remote setting.
- Customer-focused mindset with a commitment to providing exceptional service.
- Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are a plus.
- Experience in a specific industry relevant to the client's products is highly desirable.
This advertiser has chosen not to accept applicants from your region.
5
Remote Technical Support Team Lead
80200 Nairobi, Nairobi
KES180000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a dynamic and experienced Remote Technical Support Team Lead to manage and motivate a high-performing customer support team. This fully remote position requires a leader with a strong technical aptitude, exceptional communication skills, and a proven ability to resolve complex customer issues efficiently. You will be responsible for ensuring outstanding customer service, driving team performance, and contributing to the continuous improvement of support processes.
Responsibilities:
Responsibilities:
- Lead, coach, and mentor a remote team of technical support specialists, fostering a positive and productive work environment.
- Manage the daily operations of the technical support function, ensuring timely and effective resolution of customer inquiries and issues.
- Develop and implement strategies to improve customer satisfaction, first-call resolution rates, and overall support efficiency.
- Monitor team performance, analyze support metrics, and provide regular reports to management.
- Identify recurring technical issues and collaborate with product development teams to implement solutions and prevent future problems.
- Develop and maintain comprehensive knowledge base articles and troubleshooting guides for both support staff and customers.
- Ensure adherence to service level agreements (SLAs) and company quality standards.
- Train new team members and conduct ongoing training for existing staff on new products, features, and support procedures.
- Handle escalated customer issues and provide expert troubleshooting assistance.
- Contribute to the strategic planning and continuous improvement of customer support operations.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in technical support or customer service, with at least 2 years in a leadership or supervisory role.
- Proven experience managing remote teams and utilizing remote collaboration tools effectively.
- Strong technical understanding of software applications, hardware, and network troubleshooting.
- Excellent problem-solving, analytical, and diagnostic skills.
- Exceptional communication, interpersonal, and conflict-resolution abilities.
- Experience with helpdesk software and CRM systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to manage multiple priorities and work under pressure in a fast-paced environment.
- Customer-centric mindset with a passion for delivering exceptional service.
- This role is based in **Malindi, Kilifi, KE**, but operates as a fully remote position, offering the convenience of working from home.
This advertiser has chosen not to accept applicants from your region.
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6
Senior Technical Support Engineer - Cloud Solutions
80200 Nairobi, Nairobi
KES2800000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is looking for a highly skilled Senior Technical Support Engineer to join their globally distributed, remote-first customer service and helpdesk team. This role is pivotal in providing advanced technical assistance and troubleshooting for our cutting-edge cloud-based solutions. You will be the primary point of contact for complex customer issues, requiring deep technical expertise and exceptional problem-solving abilities. Responsibilities include diagnosing and resolving intricate technical problems, escalating issues effectively to engineering teams when necessary, and documenting solutions and best practices. You will also contribute to our knowledge base, create support documentation, and provide training to junior support staff.
The ideal candidate possesses extensive experience with cloud platforms (AWS, Azure, or GCP), including their associated services, networking, and security configurations. Strong troubleshooting skills in areas such as system performance, network connectivity, application errors, and data integrity are crucial. This is a fully remote position, meaning you can work from anywhere, but the services supported are essential for clients in regions such as Malindi, Kilifi, KE . Excellent communication skills, both written and verbal, are paramount, as you will interact with customers from diverse technical backgrounds. A Bachelor's degree in Computer Science, Information Technology, or a related field, along with a minimum of 5 years of experience in technical support or a similar role, is required. Certifications in cloud technologies are a significant advantage. You should be adept at managing multiple priorities in a fast-paced environment and possess a customer-centric mindset. If you are passionate about delivering outstanding technical support and thrive in a remote, collaborative setting, we want to hear from you.
The ideal candidate possesses extensive experience with cloud platforms (AWS, Azure, or GCP), including their associated services, networking, and security configurations. Strong troubleshooting skills in areas such as system performance, network connectivity, application errors, and data integrity are crucial. This is a fully remote position, meaning you can work from anywhere, but the services supported are essential for clients in regions such as Malindi, Kilifi, KE . Excellent communication skills, both written and verbal, are paramount, as you will interact with customers from diverse technical backgrounds. A Bachelor's degree in Computer Science, Information Technology, or a related field, along with a minimum of 5 years of experience in technical support or a similar role, is required. Certifications in cloud technologies are a significant advantage. You should be adept at managing multiple priorities in a fast-paced environment and possess a customer-centric mindset. If you are passionate about delivering outstanding technical support and thrive in a remote, collaborative setting, we want to hear from you.
This advertiser has chosen not to accept applicants from your region.
7
Senior Field Service Engineer - Remote Technical Support Specialist
80100 Nairobi, Nairobi
KES110000 Annually
WhatJobs
Posted 5 days ago
Job Viewed
Job Description
Our client is seeking a highly experienced Senior Field Service Engineer to join our entirely remote technical support team. In this crucial role, you will provide expert-level remote diagnostics, troubleshooting, and guidance for complex industrial equipment and systems. Your primary focus will be on delivering exceptional technical assistance to our clients globally, ensuring minimal downtime and maximum operational efficiency for their installations. The ideal candidate will possess a deep understanding of electromechanical systems, control systems, and various diagnostic tools. You will be responsible for guiding on-site personnel through intricate repair and maintenance procedures via video calls, detailed instructions, and remote access protocols. This position requires outstanding problem-solving abilities, excellent communication skills, and the capacity to remain calm and effective under pressure. You will serve as a primary escalation point for challenging technical issues, leveraging your extensive knowledge base to resolve complex problems efficiently. A key part of your role will involve documenting technical issues and resolutions, contributing to our knowledge base, and identifying trends that may require product improvements or enhanced training materials. You will also train and mentor junior support engineers in a virtual setting. This is a fully remote position, requiring a dedicated home office environment with reliable, high-speed internet connectivity. You must be adept at using remote diagnostic tools, CRM software, and virtual collaboration platforms. Your ability to translate complex technical information into clear, actionable steps for clients and colleagues is paramount.
Responsibilities:
Responsibilities:
- Provide remote expert-level technical support and troubleshooting for complex industrial equipment.
- Guide on-site technicians through repair and maintenance procedures using video conferencing and detailed instructions.
- Diagnose and resolve hardware, software, and system-level issues.
- Serve as a technical escalation point for challenging customer problems.
- Document all technical issues, solutions, and interactions accurately in the CRM system.
- Contribute to the development of technical documentation, knowledge base articles, and training materials.
- Train and mentor junior field service engineers in remote support techniques.
- Identify recurring issues and provide feedback to R&D and product development teams.
- Maintain high levels of customer satisfaction through effective communication and timely resolution.
- Stay up-to-date with product updates, new technologies, and industry best practices.
- Associate's or Bachelor's degree in Electronics, Electrical Engineering, Mechanical Engineering, or a related technical field.
- Minimum of 6 years of experience in field service, technical support, or a similar role, with a focus on complex electromechanical systems.
- Proven experience with remote diagnostics and troubleshooting of industrial machinery.
- Strong understanding of electrical, mechanical, and control systems.
- Proficiency with diagnostic tools, multimeters, oscilloscopes, and software diagnostic interfaces.
- Excellent communication, interpersonal, and customer service skills.
- Ability to explain complex technical concepts clearly and concisely.
- Strong analytical and problem-solving capabilities.
- Proficiency in using remote access tools and virtual collaboration software.
- Self-motivated and able to work independently in a remote setting.
This advertiser has chosen not to accept applicants from your region.
8
Remote Technical Apprentice - IT Support & Networking
80200 Nairobi, Nairobi
KES30000 Annually
WhatJobs
Posted 6 days ago
Job Viewed
Job Description
Our client is offering an exciting opportunity for a motivated Remote Technical Apprentice to gain hands-on experience in IT support and networking. This apprenticeship is designed for individuals eager to learn and build a career in the technology sector, working remotely. As an apprentice, you will be mentored by experienced IT professionals and assist with a variety of tasks, including troubleshooting hardware and software issues, providing help desk support to users, installing and configuring computer systems, and maintaining network infrastructure. You will gain exposure to different IT environments and learn essential skills in network administration, cybersecurity basics, and system maintenance. The ideal candidate will have a strong interest in technology, good problem-solving abilities, and excellent communication skills. While prior experience is not mandatory, a foundational understanding of computer systems and networking concepts is beneficial. This is a fully remote role, requiring you to have a reliable internet connection and a suitable workspace. You will be provided with training and resources to succeed. This apprenticeship is an excellent stepping stone for aspiring IT professionals, offering practical skills and knowledge that are highly sought after in the industry. You'll be expected to demonstrate a commitment to learning, a proactive attitude, and the ability to work independently while collaborating effectively with your remote team. Understanding the importance of data security and user privacy will be integrated into your training.
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