4,468 Lead Customer Support Engineer Saas Platforms jobs in Kenya
Lead Technical Support Engineer - SaaS Platforms
Posted 11 days ago
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Job Description
Our client is seeking a highly experienced and motivated Lead Technical Support Engineer to manage their remote customer support operations for cutting-edge SaaS platforms. This is a fully remote position, empowering you to deliver exceptional service from anywhere. You will be responsible for leading a team of technical support specialists, ensuring prompt and effective resolution of customer issues, and maintaining high levels of customer satisfaction. Your role will involve intricate troubleshooting of software-related problems, guiding customers through complex configurations, and diagnosing performance issues within the SaaS environment. You will develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides to facilitate self-service support for our users. Collaboration with the product development and engineering teams is crucial for identifying bugs, providing feedback on product enhancements, and ensuring seamless product updates. The ideal candidate will possess a strong understanding of SaaS architecture, web technologies, and common IT infrastructure. Excellent communication skills, both written and verbal, are paramount, as you will be interacting with customers from diverse backgrounds and technical expertise levels. You must demonstrate strong leadership capabilities, with the ability to motivate and mentor a remote support team, assign tasks effectively, and manage escalations. Proficiency in using ticketing systems (e.g., Zendesk, Jira Service Desk) and remote diagnostic tools is required. Experience in managing and supporting enterprise-level clients is a significant advantage. This role demands a proactive approach to problem-solving, a passion for customer service, and the ability to work independently while maintaining team cohesion. You will be instrumental in shaping our customer support strategy and ensuring the success of our clients using our software solutions, supporting customers globally, with key operational hubs including Kisumu, Kisumu, KE .
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Lead Customer Support Engineer, SaaS Platforms
Posted 20 days ago
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Job Description
Our client is seeking a highly skilled and experienced Lead Customer Support Engineer to manage and enhance their customer support operations for cutting-edge SaaS platforms. This is a fully remote position, offering the flexibility to lead a global support team and resolve complex technical issues from any location. The ideal candidate will possess a deep understanding of software architecture, troubleshooting methodologies, and possess exceptional leadership and communication skills. You will be responsible for guiding the support team, developing efficient support processes, and ensuring unparalleled customer satisfaction by providing timely and effective technical assistance. Responsibilities include:
- Leading and mentoring a remote team of customer support engineers, fostering a collaborative and high-performance environment.
- Developing and implementing best practices for customer support, including ticket management, escalation procedures, and knowledge base creation.
- Providing Tier 3 technical support for complex software issues, including deep troubleshooting and root cause analysis.
- Collaborating closely with product development and engineering teams to resolve bugs and enhance product functionality based on customer feedback.
- Monitoring support metrics and KPIs to identify trends, areas for improvement, and training needs for the support team.
- Creating and maintaining comprehensive technical documentation, FAQs, and troubleshooting guides for customers and internal teams.
- Developing and delivering training sessions for new support engineers and for customers on product usage and best practices.
- Acting as a liaison between customers and internal teams to ensure clear communication and swift resolution of issues.
- Managing customer escalations and ensuring timely and satisfactory resolution of critical incidents.
- Contributing to the continuous improvement of the product's usability and stability based on support insights.
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- A minimum of 7 years of experience in technical customer support, preferably in a SaaS environment, with at least 3 years in a lead or management role.
- Proven expertise in troubleshooting complex software issues, databases, and network configurations.
- Strong understanding of software development lifecycle and agile methodologies.
- Excellent analytical, problem-solving, and critical thinking skills.
- Exceptional communication, interpersonal, and leadership abilities, crucial for managing a remote team.
- Experience with CRM and customer support ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to manage multiple priorities and work effectively under pressure.
- A proactive approach to identifying and resolving customer pain points.
- Passion for customer success and delivering outstanding technical support.
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Remote Customer Success Advocate - Technical Support
Posted 12 days ago
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Job Description
Our client is seeking a dedicated and empathetic Customer Success Advocate to provide exceptional remote technical support. This position is integral to ensuring our users have a seamless experience with our products and services. As a remote-first team member, you will be the primary point of contact for customers experiencing technical challenges, offering timely and effective solutions through various communication channels including chat, email, and phone. You will delve into complex issues, troubleshoot software and hardware problems, and guide users through resolutions, ensuring a high level of customer satisfaction. The role requires a proactive approach to identifying recurring issues and contributing to the knowledge base with comprehensive solutions.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Respond to customer inquiries and technical issues via remote channels promptly and professionally.
- Diagnose and resolve software and hardware problems, guiding users through step-by-step solutions.
- Escalate complex issues to senior support teams or relevant departments when necessary.
- Document all customer interactions and resolutions in the CRM system accurately.
- Contribute to the creation and maintenance of a comprehensive knowledge base and FAQs.
- Provide feedback to product development teams on recurring issues and potential improvements.
- Proactively engage with customers to ensure their needs are met and to enhance their overall experience.
- Stay updated on product features, updates, and industry best practices.
- Identify opportunities to upsell or cross-sell services based on customer needs and interactions.
Qualifications:
- Proven experience in a customer service or technical support role.
- Strong understanding of common software and hardware troubleshooting techniques.
- Excellent problem-solving and analytical skills.
- Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly.
- Proficiency with CRM software and remote support tools.
- Ability to multitask and manage time effectively in a fast-paced remote environment.
- A patient and customer-centric attitude.
- Experience in the (specific industry relevant to the fictional client) sector is a plus.
- High school diploma or equivalent; technical certifications are advantageous.
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Remote Lead Field Service Technician - Technical Support
Posted 8 days ago
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Job Description
Our client is seeking a highly skilled and experienced Lead Field Service Technician to join their remote technical support team. This critical role involves providing expert-level remote troubleshooting, guidance, and technical support to field technicians and end-users on complex machinery and equipment. You will be instrumental in diagnosing issues, developing solutions, and ensuring the optimal performance and uptime of client systems. The ideal candidate will possess deep technical expertise, excellent problem-solving skills, and the ability to communicate intricate technical information clearly and effectively in a virtual setting.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Provide advanced remote technical support and troubleshooting for complex mechanical, electrical, and software systems.
- Diagnose equipment malfunctions and failures using diagnostic tools and remote access software.
- Develop clear, step-by-step repair and maintenance procedures for field technicians.
- Guide and mentor field service technicians remotely, enhancing their technical capabilities.
- Analyze recurring technical issues and propose preventative maintenance strategies.
- Create and update technical documentation, including user manuals, service guides, and troubleshooting databases.
- Collaborate with engineering and product development teams to provide feedback on product performance and identify areas for improvement.
- Manage escalations and resolve complex technical problems efficiently.
- Ensure adherence to safety protocols and best practices during all service interventions.
- Track service requests, resolutions, and customer feedback using the CRM system.
- Develop training materials and deliver remote training sessions to field staff and clients.
- Maintain a high level of technical expertise on the company's product line.
- Contribute to the development of remote support strategies and tools.
- Communicate effectively with internal departments and external clients regarding technical matters.
- Oversee the quality of remote technical assistance provided by the team.
Qualifications:
- Minimum of 7 years of experience in field service, technical support, or a related role, with a focus on complex equipment.
- In-depth knowledge of mechanical, electrical, and software systems relevant to the industry.
- Proven ability to troubleshoot and diagnose complex technical issues remotely.
- Excellent communication, presentation, and interpersonal skills, with the ability to explain technical concepts to diverse audiences.
- Proficiency in using remote diagnostic tools, CRM software, and technical documentation platforms.
- Strong analytical and problem-solving skills.
- Ability to work independently and manage multiple priorities in a demanding remote environment.
- Relevant technical certifications or an Associate's/Bachelor's degree in a technical field (e.g., Engineering, Electronics).
- Experience in leading or mentoring technical teams is essential.
- Familiarity with project management principles.
- Adaptability and a strong desire to learn new technologies.
- Previous experience in a remote technical support role is highly desirable.
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Field Service Technician (Installation & Maintenance)
Posted 20 days ago
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Job Description
Our client is looking for a dedicated and skilled Field Service Technician to join their growing installation and maintenance team. In this role, you will be responsible for the installation, configuration, maintenance, and repair of specialized equipment at customer sites. This position requires hands-on expertise, a strong understanding of mechanical and electrical systems, and a commitment to providing exceptional on-site service. Your duties will include performing scheduled preventative maintenance, troubleshooting and diagnosing equipment failures, and executing timely and effective repairs. You will work closely with clients to ensure their equipment is operating optimally and provide training on basic usage and maintenance procedures. The ideal candidate possesses a technical background, preferably with experience in industrial equipment, telecommunications, or a related field. Strong diagnostic and problem-solving skills are essential, along with the ability to read and interpret technical manuals and schematics. You must be proficient in using a variety of hand and power tools, as well as diagnostic equipment. Excellent customer service skills and the ability to communicate technical information clearly to non-technical users are crucial. This role requires significant travel to various client locations within the assigned territory. A valid driver's license and a clean driving record are mandatory. The ability to work independently, manage your schedule effectively, and adhere to safety protocols is paramount. This is a field-based position located in Thika, Kiambu, KE and surrounding areas, requiring a strong commitment to client satisfaction and operational excellence.
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Field Service Technician - Remote Support (Installation & Maintenance)
Posted 5 days ago
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Job Description
Our client is looking for a skilled Field Service Technician with a strong aptitude for remote support to join their installation and maintenance team, operating entirely remotely. In this role, you will provide expert technical assistance to clients and on-site technicians, guiding them through complex installation, troubleshooting, and maintenance procedures for specialized equipment. The ideal candidate possesses a deep understanding of mechanical, electrical, and electronic systems, exceptional diagnostic skills, and the ability to communicate technical information clearly and effectively over video calls, phone, and documentation. You will be instrumental in resolving technical issues quickly and efficiently, minimizing downtime for our clients. This position requires strong problem-solving capabilities and the ability to adapt to various technical challenges in a remote support capacity.
Key Responsibilities:
Qualifications:
This is a unique opportunity for a technically adept individual to excel in a remote role, providing critical support that keeps our clients' operations running smoothly.
Key Responsibilities:
- Provide remote technical support for the installation, configuration, and maintenance of client equipment.
- Guide on-site personnel or clients through troubleshooting steps and repair procedures using remote communication tools.
- Diagnose and resolve complex technical issues related to mechanical, electrical, and software components.
- Develop clear, concise, and step-by-step technical documentation, including guides and manuals.
- Conduct remote training sessions for clients and field technicians on equipment operation and maintenance.
- Collaborate with engineering and product development teams to identify and report product defects or areas for improvement.
- Maintain accurate records of support requests, diagnoses, and resolutions in the CRM/support system.
- Ensure high levels of client satisfaction by providing timely and effective technical assistance.
- Stay updated on product specifications, new features, and maintenance protocols.
- Analyze support trends to identify recurring issues and propose preventive solutions.
- Manage time effectively to handle multiple remote support requests efficiently.
- Liaise with on-site technicians to ensure successful field implementations and repairs.
Qualifications:
- Associate's or Bachelor's degree in a relevant technical field (e.g., Engineering Technology, Electronics, Mechanical Engineering) or equivalent practical experience.
- Minimum of 4 years of experience in field service, technical support, or maintenance, with a focus on remote assistance.
- Proven expertise in diagnosing and troubleshooting complex mechanical, electrical, or electronic systems.
- Excellent communication, presentation, and interpersonal skills, with the ability to explain technical concepts to non-technical users remotely.
- Proficiency with remote support software, video conferencing tools, and CRM systems.
- Strong analytical and problem-solving skills.
- Ability to work independently and manage a remote workload effectively.
- Familiarity with reading technical drawings, schematics, and manuals.
- Customer-focused attitude with a commitment to providing high-quality support.
- Experience with specialized industrial equipment or machinery is a significant advantage.
- Certification in relevant technical areas is a plus.
This is a unique opportunity for a technically adept individual to excel in a remote role, providing critical support that keeps our clients' operations running smoothly.
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5
Field Service Technician - HVAC Installation & Maintenance
Posted 13 days ago
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Job Description
Our client is seeking a dedicated and skilled Field Service Technician specializing in HVAC Installation and Maintenance to join our fully remote support team. While this role is field-based for its core duties, the team coordinates and operates entirely remotely, ensuring seamless communication and support. You will be responsible for the installation, troubleshooting, repair, and routine maintenance of heating, ventilation, and air conditioning (HVAC) systems for our diverse client base. The ideal candidate possesses strong technical expertise in HVAC systems, including electrical and mechanical components, refrigeration cycles, and control systems. You must be proficient in diagnosing system failures, performing necessary repairs, and ensuring optimal system performance. As a remote-coordinated field technician, excellent communication skills are paramount for interacting with clients and the central support team. Your responsibilities will include conducting site assessments, performing preventive maintenance, responding to emergency service calls, and ensuring all work is performed to industry standards and safety regulations. We are looking for a reliable, self-motivated individual with strong problem-solving abilities and a commitment to providing exceptional customer service. This role offers the opportunity to work autonomously in the field while being fully integrated into a supportive remote operational structure. A valid driver's license and a clean driving record are essential.
Responsibilities:
Responsibilities:
- Install, maintain, and repair HVAC systems according to specifications.
- Diagnose and troubleshoot HVAC equipment failures.
- Perform routine preventive maintenance on all types of HVAC units.
- Respond to service calls and address customer concerns promptly.
- Ensure compliance with all safety regulations and company policies.
- Maintain accurate records of all service calls, repairs, and maintenance performed.
- Educate clients on proper system operation and maintenance.
- Order necessary parts and supplies for repairs and installations.
- Communicate effectively with clients and the remote support team.
- Stay updated on the latest HVAC technologies and industry best practices.
- Proven experience as an HVAC technician.
- Strong knowledge of HVAC systems, electrical components, and refrigeration principles.
- Proficiency in diagnosing and repairing HVAC equipment.
- Ability to read and interpret blueprints and technical manuals.
- Excellent customer service and communication skills.
- Strong problem-solving and diagnostic abilities.
- Valid driver's license and a clean driving record.
- Certification in HVAC repair is highly desirable (e.g., EPA Section 608).
- Ability to work independently and manage a service schedule effectively within a remote operational framework.
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Lead Field Service Technician (Remote Technical Support)
Posted 19 days ago
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Job Description
Our client is seeking a highly skilled and experienced Lead Field Service Technician to provide advanced remote technical support and guidance for installation and maintenance operations. This role is crucial for ensuring the efficient and effective resolution of complex technical issues, troubleshooting installation challenges, and guiding on-site technicians through intricate maintenance procedures. The ideal candidate will possess deep technical expertise in a relevant field, strong problem-solving skills, and exceptional communication abilities, particularly in conveying technical information clearly and concisely in a remote setting. You will serve as the primary point of escalation for challenging technical problems, leveraging remote diagnostic tools and virtual collaboration.
Key Responsibilities:
Key Responsibilities:
- Provide expert remote technical support and troubleshooting for installation, maintenance, and repair of complex equipment and systems.
- Guide and mentor junior field service technicians remotely, assisting them in diagnosing and resolving difficult technical issues.
- Develop and update technical documentation, including installation manuals, troubleshooting guides, and best practice advisories.
- Analyze service reports and customer feedback to identify recurring issues and areas for product or process improvement.
- Utilize remote diagnostic tools, software, and communication platforms to effectively assess and resolve technical problems.
- Conduct remote training sessions for field technicians and customers on equipment operation, maintenance, and troubleshooting.
- Collaborate with engineering and product development teams to relay field feedback and contribute to product enhancements.
- Ensure all remote support activities are logged accurately and efficiently in the service management system.
- Maintain up-to-date knowledge of product lines, industry best practices, and emerging technologies.
- Escalate critical issues to appropriate internal stakeholders when necessary.
- Associate's or Bachelor's degree in Electrical Engineering, Mechanical Engineering, Electronics, or a related technical field.
- A minimum of 7-9 years of progressive experience in field service, technical support, or maintenance roles, with a significant focus on complex systems.
- Proven ability to troubleshoot and resolve advanced technical problems remotely.
- In-depth knowledge of installation and maintenance procedures for electromechanical systems, industrial equipment, or similar technologies.
- Excellent diagnostic skills and proficiency with testing equipment and remote diagnostic tools.
- Exceptional verbal and written communication skills, with the ability to clearly explain complex technical concepts to various audiences in a remote environment.
- Strong interpersonal and leadership skills, with the ability to mentor and guide remote teams.
- Proficiency with CRM and remote support software.
- Ability to work independently, manage time effectively, and handle high-pressure situations in a remote setting.
- A proactive and customer-centric approach to problem-solving.
- Familiarity with the types of installations and maintenance required in the region of Nyeri, Nyeri, KE would be an advantage.
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Remote Field Service Technician (Installation & Maintenance)
Posted 20 days ago
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Job Description
Our client, a rapidly growing provider of specialized equipment, is seeking a skilled and self-motivated Remote Field Service Technician to join our fully remote support team. While this role is designated as remote, it requires travel to client sites for installation, maintenance, and repair of our advanced systems. You will act as the primary technical point of contact for clients, ensuring their equipment operates at peak performance. The ideal candidate has a strong technical aptitude, hands-on troubleshooting skills, and excellent customer service abilities, with the flexibility to travel as needed.
Responsibilities:
Responsibilities:
- Perform on-site installation, configuration, and testing of complex equipment according to technical specifications and client requirements.
- Conduct routine maintenance and diagnostic checks to prevent system failures and ensure optimal operation.
- Troubleshoot and repair equipment malfunctions efficiently, identifying root causes and implementing effective solutions.
- Provide technical support and training to clients on equipment operation and basic maintenance procedures.
- Document all service activities, including installations, repairs, and maintenance, in detail using company-specific software.
- Maintain an inventory of spare parts and tools, ensuring readiness for service calls.
- Communicate effectively with the remote support team and management regarding service status, issues, and resolutions.
- Adhere to all safety protocols and regulations during on-site work.
- Identify opportunities for upselling or cross-selling services and products to clients.
- Continuously update technical knowledge and skills through provided training and self-study.
- Technical degree or certification in a relevant field (e.g., Electrical Engineering, Mechanical Engineering, Electronics Technology) or equivalent practical experience.
- Minimum of 4 years of experience in field service, installation, or maintenance of technical equipment.
- Proficiency in diagnosing and repairing mechanical, electrical, and electronic systems.
- Strong troubleshooting and problem-solving abilities.
- Excellent customer service and communication skills, with the ability to build rapport with clients.
- Ability to read and interpret technical manuals, schematics, and blueprints.
- Proficiency in using diagnostic tools and equipment.
- Valid driver's license and a clean driving record.
- Willingness and ability to travel frequently to client sites as required.
- Self-motivated, organized, and able to manage time effectively in a remote and mobile work environment.
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Senior Field Service Technician (Installation & Maintenance)
Posted 20 days ago
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Job Description
Our client is seeking a highly skilled and experienced Senior Field Service Technician to join their dedicated installation and maintenance team. This role requires extensive on-site work, ensuring the proper setup, repair, and upkeep of specialized equipment across various client locations. You will be responsible for diagnosing and resolving complex technical issues, performing routine maintenance, and conducting preventative inspections to ensure optimal system performance. The ideal candidate will possess a strong mechanical and electrical aptitude, with the ability to interpret technical manuals, schematics, and blueprints. You will be expected to manage your work schedule effectively, prioritize tasks, and provide timely service to clients. Excellent customer service and communication skills are crucial, as you will be the primary point of contact for clients during service calls. Responsibilities also include maintaining accurate service records, managing spare parts inventory, and adhering to all safety protocols and company procedures. A technical diploma or certification in a relevant field, combined with at least 5 years of hands-on experience in installation and maintenance, is required. This position demands a proactive approach to problem-solving and a commitment to delivering high-quality technical support. The role is based in and serves theKisumu, Kisumu, KE area and surrounding regions.
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