2,370 Lead Remote Technical Support Engineer jobs in Kenya
Lead Remote Technical Support Engineer
Posted 23 days ago
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Job Description
Our client is seeking a highly skilled and experienced Lead Remote Technical Support Engineer to spearhead their technical support initiatives in a fully remote capacity. This senior position is critical for ensuring the seamless operation and maintenance of our client's technological infrastructure. You will be responsible for leading a team of remote support specialists, providing advanced technical assistance, and developing innovative solutions to complex technical challenges. Your duties will encompass diagnosing and resolving intricate hardware, software, and network issues, guiding junior engineers through troubleshooting processes, and implementing preventative maintenance strategies. You will also be involved in managing support tickets, ensuring timely resolution and customer satisfaction, and contributing to the development of technical documentation and knowledge bases. The ideal candidate will possess a strong background in technical support engineering, with a proven ability to manage and mentor a remote team. Excellent analytical, problem-solving, and communication skills are essential, enabling you to effectively interact with both technical and non-technical stakeholders. Proficiency with a wide range of operating systems, networking protocols, and diagnostic tools is a must. Experience with cloud platforms and cybersecurity best practices is highly advantageous. This role requires exceptional organizational skills, a proactive approach to issue resolution, and the ability to work autonomously in a demanding, remote environment. You will be instrumental in setting the standard for technical excellence and customer service within the support team. This is a fantastic opportunity for a seasoned professional to take on a leadership role in a remote-first organization, driving technical innovation and ensuring operational efficiency. The focus of your support will encompass clients and systems within the geographical vicinity of **Ruiru, Kiambu, KE**, though your work will be conducted remotely.
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Lead Remote Technical Support Specialist
Posted 13 days ago
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Job Description
Our client is seeking an experienced and solutions-oriented Lead Remote Technical Support Specialist to manage their customer service and technical assistance operations. This role is fully remote, allowing you to provide expert support from your home office. You will be the primary point of contact for resolving complex technical issues for our client's user base, ensuring customer satisfaction and minimal disruption. Key responsibilities include troubleshooting hardware and software problems, guiding users through step-by-step solutions, diagnosing and repairing faults, and escalating unresolved issues to appropriate technical teams. You will also be involved in developing and maintaining a knowledge base, creating support documentation, and training junior support staff. The ideal candidate possesses a deep understanding of IT infrastructure, operating systems, network protocols, and common software applications. Exceptional customer service skills, patience, and the ability to explain technical concepts clearly to non-technical users are paramount. Strong problem-solving and analytical skills are essential to quickly identify root causes and implement effective solutions. Experience with ticketing systems, remote access tools, and CRM software is required. This is an excellent opportunity for a motivated individual to take on a leadership role in a remote support environment, shaping the customer experience and contributing to the operational efficiency of our client. You will be instrumental in maintaining high standards of support, driving continuous improvement, and ensuring a seamless technical experience for all users, impacting services potentially related to Malindi, Kilifi, KE . A proactive approach to identifying potential issues and implementing preventative measures is highly valued.
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Lead Remote Technical Support Engineer (Installation & Maintenance)
Posted 21 days ago
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Job Description
Our client is looking for a Lead Remote Technical Support Engineer to oversee and manage a team dedicated to the installation and maintenance of complex systems. This is a fully remote position, offering the flexibility to work from anywhere. You will be the primary point of contact for escalated technical issues, providing advanced troubleshooting and resolution for a variety of equipment and software. Your responsibilities will include developing and documenting standard operating procedures for remote support, training junior technicians, and ensuring timely and effective resolution of all client-reported problems. You will also play a crucial role in analyzing support data to identify recurring issues and implement preventative measures. This involves collaborating with engineering and product teams to provide feedback on product design and reliability, aiming to improve the overall installation and maintenance experience. The ideal candidate possesses deep technical knowledge in the relevant installation and maintenance domains, coupled with exceptional problem-solving and communication skills. You must be adept at guiding clients and team members through complex technical procedures remotely. Experience in team leadership and project management is essential. You will be responsible for monitoring team performance, conducting regular performance reviews, and fostering a collaborative and supportive remote work environment. This role demands a proactive approach to identifying potential system failures and developing proactive maintenance strategies. We expect a strong understanding of diagnostic tools and techniques, as well as the ability to quickly learn and master new technologies. The successful candidate will be a self-starter, capable of managing their workload efficiently and prioritizing tasks effectively in a fast-paced, remote setting. Your leadership will be key in maintaining high standards of technical support and customer satisfaction for our client's installed base of equipment and systems, ensuring operational uptime and longevity through expert remote guidance and proactive intervention.
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Senior Customer Service & Helpdesk Lead - Remote Technical Support Manager
Posted 23 days ago
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Job Description
Our client, a fast-growing technology solutions provider, is seeking a highly skilled and motivated Senior Customer Service & Helpdesk Lead to manage their remote support operations. This is a fully remote position, allowing you to lead from anywhere. The ideal candidate will be responsible for ensuring exceptional customer support experiences, managing a team of helpdesk professionals, and optimizing support processes for efficiency and effectiveness. Your role will involve handling escalated customer issues, providing technical guidance, and developing comprehensive training materials for the support team. You will play a crucial part in maintaining high levels of customer satisfaction, reducing ticket resolution times, and ensuring adherence to service level agreements (SLAs). We are looking for an individual with a strong technical aptitude, excellent problem-solving skills, and a deep understanding of customer service best practices. The ability to analyze support metrics, identify trends, and implement continuous improvement initiatives will be key. You will work closely with product development and engineering teams to provide feedback on customer issues and contribute to product enhancements. This is an excellent opportunity to lead a remote support team, shape customer service strategies, and make a tangible impact on customer retention and loyalty. The successful candidate will possess outstanding communication and leadership skills, with the ability to motivate and inspire a distributed team. Proficiency in helpdesk software, CRM systems, and various troubleshooting methodologies is essential. We are committed to fostering a collaborative and supportive remote work culture where team members can thrive. Your dedication to customer advocacy and your strategic approach to support management will be vital in upholding the company's reputation for excellent service. This position offers a chance to grow your career in a dynamic, customer-focused environment.
Responsibilities:
Responsibilities:
- Lead and manage a remote team of customer service and helpdesk representatives.
- Oversee the resolution of escalated customer technical issues and inquiries.
- Develop and implement customer support policies and procedures.
- Monitor key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction.
- Train and mentor helpdesk staff on technical issues and customer service best practices.
- Maintain and improve knowledge base articles and troubleshooting guides.
- Collaborate with engineering and product teams to address recurring issues.
- Ensure adherence to service level agreements (SLAs).
- Analyze support data to identify trends and recommend process improvements.
- Manage helpdesk software and tools to optimize efficiency.
- Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.
- Minimum of 5 years of experience in customer service and technical support, with at least 2 years in a leadership role.
- Proven experience managing remote support teams.
- Strong technical troubleshooting skills across various hardware and software platforms.
- Excellent understanding of helpdesk ticketing systems (e.g., Zendesk, Jira Service Desk).
- Proficiency in CRM systems and customer service methodologies.
- Strong analytical and problem-solving skills.
- Exceptional communication, interpersonal, and leadership abilities.
- Ability to work independently and manage priorities effectively in a remote setting.
- ITIL certification is a plus.
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Lead Remote Technical Support Specialist - Cloud Services
Posted 3 days ago
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Job Description
Our client is seeking a seasoned Lead Remote Technical Support Specialist with extensive experience in cloud services to join their growing IT support team. This is a pivotal, fully remote role, allowing you to leverage your expertise from any location. You will be instrumental in providing high-level technical assistance, troubleshooting complex issues, and ensuring the seamless operation of our client's cloud infrastructure and end-user systems. The ideal candidate is a proactive problem-solver with a passion for customer satisfaction and a deep technical aptitude for cloud technologies, operating systems, and network protocols.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical support and troubleshooting for cloud-based applications, services, and infrastructure.
- Act as a point of escalation for complex technical issues, resolving them efficiently and effectively.
- Develop and maintain comprehensive technical documentation, knowledge base articles, and support guides.
- Monitor system performance, identify potential issues, and implement proactive solutions to prevent downtime.
- Collaborate with engineering and development teams to report bugs, suggest improvements, and implement fixes.
- Train and mentor junior support staff, sharing knowledge and best practices.
- Manage user accounts, permissions, and access controls across various cloud platforms.
- Ensure adherence to IT security policies and procedures, maintaining data integrity and confidentiality.
- Engage with customers to understand their technical challenges and provide clear, actionable solutions.
- 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, with a strong focus on cloud environments (e.g., AWS, Azure, Google Cloud).
- Proven expertise in troubleshooting operating systems (Windows, macOS, Linux), network issues, and SaaS applications.
- Experience with scripting languages (e.g., Python, PowerShell) for automation is a plus.
- Excellent diagnostic and problem-solving skills.
- Strong communication and customer service skills, with the ability to explain technical concepts to non-technical users.
- Ability to manage multiple priorities and work effectively in a fast-paced, remote environment.
- Relevant certifications such as CompTIA Network+, Security+, AWS Certified Cloud Practitioner, or Azure Fundamentals are highly desirable.
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Lead Remote Technical Support & Diagnostics Engineer (Installation & Maintenance)
Posted 21 days ago
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Job Description
Our client requires a Lead Remote Technical Support & Diagnostics Engineer to provide advanced troubleshooting and support for installed systems, focusing on the installation and maintenance lifecycle. This is a fully remote role, demanding exceptional technical acumen and the ability to diagnose and resolve complex issues from a distance. You will be the escalation point for challenging technical problems, guiding field technicians and clients through intricate diagnostic procedures and repair processes. Your responsibilities include developing comprehensive diagnostic tools and protocols, creating detailed technical documentation, and training support staff on advanced troubleshooting techniques. You will analyze system performance data to proactively identify potential failures and recommend preventative maintenance strategies, thereby minimizing downtime and ensuring optimal system operation. The ideal candidate possesses extensive experience in technical support, particularly within installation and maintenance environments. A strong understanding of mechanical, electrical, and software systems relevant to our client's products is essential. You must demonstrate exceptional problem-solving skills, analytical thinking, and the ability to explain complex technical concepts clearly and concisely in a remote setting. Experience with remote diagnostic tools, data analysis software, and advanced ticketing systems is crucial. Leadership experience, including mentoring junior engineers and managing support workflows, is highly desirable. This role requires a proactive mindset, a commitment to continuous learning, and the ability to work independently while collaborating effectively with global teams. Your expertise will be vital in maintaining the reliability and performance of our client's deployed assets, ensuring customer satisfaction through rapid and effective remote resolution of technical challenges.
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Remote Lead Technical Support Engineer
Posted 23 days ago
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Job Description
Our client, a fast-growing tech firm specializing in industrial automation solutions, is seeking an experienced and technically adept Lead Technical Support Engineer to spearhead their remote support operations. This is a crucial, fully remote role where you will lead a team of support engineers in providing exceptional technical assistance to our global clientele. Your responsibilities will encompass managing incoming support requests, diagnosing complex hardware and software issues, developing troubleshooting procedures, and mentoring junior support staff. You will be instrumental in identifying root causes of recurring technical problems and collaborating with R&D and product development teams to implement long-term solutions. The ideal candidate will have a proven track record in a similar technical support leadership role, with extensive knowledge of industrial control systems, PLC programming, SCADA systems, and network infrastructure. You must be proficient in analyzing technical documentation, schematics, and diagnostic logs to resolve intricate issues. Excellent communication skills are paramount, as you will interact with clients at various technical levels, often in high-pressure situations. This role requires strong leadership capabilities, the ability to motivate and guide a distributed team, and a commitment to upholding the highest standards of customer service. Experience with remote diagnostic tools and technologies is a must. A bachelor's degree in Electrical Engineering, Computer Science, or a related field is preferred. This role is structured to be fully remote, allowing you to contribute significantly to our operational excellence from your chosen location within Kenya, supporting our clients across various industries, including those in **Kisumu, Kisumu, KE**.
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Lead Remote Technical Support Specialist (Installation & Maintenance)
Posted 3 days ago
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Job Description
Our client is looking for a highly skilled Lead Remote Technical Support Specialist to join their dynamic team. This is a fully remote position, perfect for an individual who excels in guiding technical teams and resolving complex installation and maintenance issues from a distance. You will be the primary point of contact for escalated technical challenges related to product installation, configuration, and ongoing maintenance across various client sites. Your responsibilities will include developing comprehensive troubleshooting guides, remote diagnostic procedures, and training modules for field technicians and end-users. You will leverage remote monitoring tools and diagnostic software to identify and resolve hardware and software issues before they impact operations. This role requires a strong ability to effectively communicate technical solutions verbally and in writing to both technical and non-technical audiences. You will mentor and provide guidance to junior support specialists, fostering a culture of continuous learning and exceptional customer service. Proactively identifying trends in technical issues and recommending product improvements or preventative maintenance strategies will be crucial. You will also be involved in creating and updating knowledge base articles and best practice documentation. Collaboration with engineering and product development teams to feedback field issues and contribute to product enhancements is expected. The ideal candidate possesses a deep understanding of electromechanical systems, network infrastructure, and common diagnostic tools. Exceptional problem-solving skills, patience, and a passion for delivering outstanding technical support in a remote environment are essential. A proven track record of leading technical support teams and successfully resolving complex installation and maintenance problems remotely is required.
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Lead Remote Technical Support Engineer - Cloud Infrastructure
Posted 15 days ago
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Job Description
Our client is seeking a highly motivated and experienced Lead Remote Technical Support Engineer to manage and enhance their cloud-based infrastructure support operations. As a fully remote position, you will be at the forefront of providing exceptional technical assistance to a global client base, ensuring seamless operation of critical systems. This role demands a blend of strong technical acumen, excellent problem-solving skills, and outstanding communication abilities. You will be responsible for leading a team of support specialists, developing support strategies, and ensuring customer satisfaction through prompt and effective resolutions. Your contributions will be vital in maintaining the high standards of service our client is known for.
Responsibilities:
Responsibilities:
- Oversee and manage the daily operations of the remote technical support team, providing guidance and mentorship.
- Develop, implement, and refine technical support processes and procedures to optimize efficiency and customer satisfaction.
- Troubleshoot complex technical issues across various cloud platforms (e.g., AWS, Azure, GCP), SaaS applications, and internal systems.
- Serve as an escalation point for high-priority customer issues, ensuring timely and effective resolution.
- Monitor system performance and identify potential issues before they impact users.
- Create and maintain comprehensive technical documentation, including knowledge base articles, FAQs, and troubleshooting guides.
- Collaborate with engineering and product development teams to provide feedback on product issues and feature enhancements.
- Train and onboard new support team members, fostering a culture of continuous learning and improvement.
- Analyze support metrics and trends to identify areas for improvement and report on team performance.
- Ensure adherence to service level agreements (SLAs) and maintain high levels of customer service.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 7 years of experience in technical support, with at least 3 years in a lead or supervisory role.
- Proven expertise in cloud computing platforms (AWS, Azure, GCP) and related services.
- Strong understanding of networking protocols (TCP/IP, DNS, HTTP/S), operating systems (Linux, Windows Server), and scripting languages (e.g., Python, Bash).
- Experience with ITIL frameworks and best practices for incident and problem management.
- Excellent diagnostic and problem-solving skills with a keen attention to detail.
- Exceptional verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences.
- Demonstrated ability to manage and motivate a remote team effectively.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Customer-focused mindset with a passion for delivering outstanding service.
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8
Remote Lead Technical Support Engineer - IoT
Posted 13 days ago
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Job Description
Our client is seeking an experienced and technically adept Lead Technical Support Engineer to spearhead their remote support operations for Internet of Things (IoT) devices. In this pivotal, fully remote role, you will be responsible for leading a team of support engineers, providing advanced troubleshooting for complex IoT solutions, and contributing to the enhancement of support processes and documentation. Your deep understanding of embedded systems, network protocols, and IoT platforms will be essential in ensuring our client's customers receive unparalleled technical assistance. This is an exciting opportunity to shape the technical support experience for innovative IoT products from a remote setting.
Responsibilities:
Responsibilities:
- Lead and mentor a team of remote technical support engineers, fostering a collaborative and high-performance environment.
- Provide expert-level technical support and troubleshooting for a range of IoT devices and associated software platforms.
- Diagnose and resolve complex hardware, software, and network issues related to IoT deployments.
- Develop and maintain comprehensive technical documentation, including knowledge base articles, troubleshooting guides, and FAQs.
- Analyze support ticket trends to identify recurring issues and provide feedback to product development and engineering teams.
- Collaborate with cross-functional teams (e.g., product management, R&D, field operations) to resolve customer issues effectively.
- Escalate critical issues to appropriate teams and ensure timely resolution.
- Contribute to the continuous improvement of support processes, tools, and training programs.
- Manage on-call rotation and ensure adequate support coverage for global customers.
- Champion customer satisfaction by delivering exceptional technical support experiences.
- Bachelor's degree in Computer Science, Electrical Engineering, Information Technology, or a related field.
- Minimum of 6 years of experience in technical support or field engineering, with at least 2 years in a lead or supervisory role.
- Demonstrated expertise in IoT technologies, including connectivity protocols (e.g., MQTT, CoAP, LoRaWAN), sensor technologies, and embedded systems.
- Proficiency in diagnosing network issues (TCP/IP, Wi-Fi, cellular) and understanding of cloud platforms (AWS, Azure, GCP) relevant to IoT.
- Experience with scripting or programming languages (e.g., Python, Bash) for automation and diagnostics is a strong asset.
- Excellent problem-solving, analytical, and troubleshooting skills.
- Exceptional communication, interpersonal, and customer service skills.
- Proven ability to manage and motivate a remote team and work effectively in a remote-first environment.
- Ability to remain calm and effective under pressure.
- A dedicated home office with reliable, high-speed internet connectivity is mandatory.
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