2,367 Remote Technical Support Engineer jobs in Kenya
Lead Automotive Diagnostic Technician - Remote Technical Support
Posted 21 days ago
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Job Description
Our client, a global leader in automotive technology, is looking for a skilled and experienced Lead Automotive Diagnostic Technician to provide remote technical support. In this role, you will be the primary point of contact for complex vehicle diagnostic issues, offering expert guidance to dealership technicians and service centers worldwide. This position operates on a remote-first basis, allowing you to leverage your deep understanding of automotive systems from your home office. Your responsibilities will include analyzing diagnostic data, interpreting fault codes, and recommending precise repair procedures for a wide range of vehicle makes and models. You will collaborate closely with engineering and product development teams to identify recurring issues and provide feedback for future product improvements. This role requires exceptional problem-solving skills and the ability to explain intricate technical concepts clearly and concisely to individuals with varying levels of technical expertise. You will develop and maintain a knowledge base of common issues and solutions, contributing to training materials for service personnel. The ideal candidate will have extensive hands-on experience with modern diagnostic equipment, scan tools, and vehicle communication interfaces. Proficiency in interpreting electrical schematics and mechanical diagrams is essential. You should possess a strong understanding of powertrain, chassis, electrical, and infotainment systems. This is a unique opportunity to utilize your diagnostic expertise in a challenging and rewarding remote environment, contributing to the seamless operation of vehicles for customers globally. You will be instrumental in ensuring customer satisfaction by enabling efficient and accurate repairs through expert remote consultation.
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Lead Field Service Technician (Remote Technical Support)
Posted 21 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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Senior Installation & Maintenance Technician (Remote - Technical Support)
Posted 1 day ago
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Job Description
Our client is seeking a highly skilled and experienced Senior Installation & Maintenance Technician to provide expert technical support remotely. This role is crucial for guiding customers and field technicians through complex installation, troubleshooting, and maintenance procedures for our client's specialized equipment and systems. You will be responsible for diagnosing technical issues, developing clear and concise resolution steps, and ensuring customer satisfaction through exceptional remote assistance. As this is a fully remote position, strong diagnostic abilities, excellent communication skills (both written and verbal), and the capacity to work independently and manage support queues effectively are essential.
Responsibilities:
Qualifications:
This is an outstanding opportunity for a seasoned technical expert to leverage their skills in a critical remote support role, contributing significantly to customer success and product reliability. If you excel at problem-solving and thrive in a virtual environment, we encourage you to apply. This role supports technical needs associated with the **Mlolongo, Machakos, KE** region.
Responsibilities:
- Provide advanced technical support to customers and field technicians via phone, email, and remote access tools.
- Diagnose and troubleshoot complex installation, maintenance, and operational issues related to our client's products/systems.
- Develop and document step-by-step troubleshooting guides, repair procedures, and best practices.
- Escalate unresolved issues to engineering or product development teams, providing detailed diagnostic information.
- Train and mentor junior technicians on product knowledge and troubleshooting techniques.
- Maintain accurate records of customer interactions, issues, and resolutions in the CRM system.
- Identify recurring technical problems and provide feedback to product management for future improvements.
- Ensure adherence to safety protocols and company policies in all remote support activities.
- Contribute to the continuous improvement of the technical support processes and knowledge base.
- Stay up-to-date with product updates, technical specifications, and industry best practices.
Qualifications:
- Associate's or Bachelor's degree in a relevant technical field (e.g., Electronics, Mechanical Engineering Technology, Information Technology), or equivalent practical experience.
- Minimum of 5 years of hands-on experience in installation, maintenance, and technical support for complex equipment or systems.
- Proven ability to diagnose and resolve intricate technical problems remotely.
- Strong understanding of electrical, mechanical, or software systems, depending on the client's product line.
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Proficiency with remote access tools, ticketing systems (CRM), and common diagnostic software.
- Ability to work independently, manage time effectively, and prioritize tasks in a fast-paced remote environment.
- Customer-focused mindset with a passion for problem-solving and delivering high-quality support.
- Experience in training or mentoring technical staff is a significant plus.
- Must possess a reliable high-speed internet connection and a dedicated, quiet workspace.
This is an outstanding opportunity for a seasoned technical expert to leverage their skills in a critical remote support role, contributing significantly to customer success and product reliability. If you excel at problem-solving and thrive in a virtual environment, we encourage you to apply. This role supports technical needs associated with the **Mlolongo, Machakos, KE** region.
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Senior Field Service Technician - Remote Technical Support
Posted 8 days ago
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Job Description
Our client is seeking a highly experienced Senior Field Service Technician to join their fully remote technical support team. In this role, you will be the primary point of contact for advanced troubleshooting and problem resolution for complex industrial equipment, providing remote assistance to on-site field technicians and clients. Your expertise will be critical in diagnosing issues, guiding repairs, and ensuring minimal downtime for critical machinery.
The ideal candidate will possess a deep understanding of electromechanical systems, industrial automation, and diagnostic technologies. You will be adept at interpreting technical manuals, schematics, and diagnostic data to identify root causes of equipment failures. Strong communication skills are essential, as you will guide less experienced technicians through intricate repair processes, conduct virtual training sessions, and document solutions for knowledge base development. This position requires a proactive approach, exceptional problem-solving skills, and the ability to thrive in an independent, remote work environment.
Key Responsibilities:
Qualifications:
The ideal candidate will possess a deep understanding of electromechanical systems, industrial automation, and diagnostic technologies. You will be adept at interpreting technical manuals, schematics, and diagnostic data to identify root causes of equipment failures. Strong communication skills are essential, as you will guide less experienced technicians through intricate repair processes, conduct virtual training sessions, and document solutions for knowledge base development. This position requires a proactive approach, exceptional problem-solving skills, and the ability to thrive in an independent, remote work environment.
Key Responsibilities:
- Provide remote expert technical support and troubleshooting for a range of industrial equipment.
- Guide field service technicians through complex diagnostic procedures and repair processes via phone, video conferencing, and remote access tools.
- Analyze equipment performance data, error logs, and customer feedback to identify trends and recurring issues.
- Develop and document clear, concise troubleshooting guides, repair procedures, and technical bulletins.
- Conduct virtual training sessions for field technicians and customer support staff.
- Collaborate with engineering and product development teams to provide feedback on product performance and potential improvements.
- Manage service requests and ensure timely resolution of technical issues.
- Maintain accurate records of service interactions, resolutions, and equipment history.
- Stay current with product updates, technical advancements, and industry best practices.
- Contribute to the continuous improvement of remote support processes and tools.
Qualifications:
- Technical degree or certification in a relevant field (e.g., Electrical Engineering Technology, Mechanical Engineering Technology, Industrial Automation).
- Minimum of 5-8 years of experience in field service, technical support, or a similar role, with a strong focus on industrial equipment.
- Proficiency in diagnosing and repairing complex electromechanical systems.
- Experience with PLCs, VFDs, and industrial control systems is highly desirable.
- Excellent troubleshooting and problem-solving skills.
- Strong verbal and written communication skills, with the ability to articulate technical information clearly and concisely.
- Experience with remote diagnostic tools and software.
- Ability to work independently and manage time effectively in a remote setting.
- Customer-focused mindset with a commitment to providing excellent service.
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Senior Field Service Technician - Remote Technical Support Lead
Posted 22 days ago
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Job Description
Our client is seeking a highly skilled Senior Field Service Technician to join their technical operations team in a fully remote capacity. This role is critical for providing advanced remote technical support, troubleshooting, and guidance to on-site field teams and clients. The ideal candidate will possess extensive experience in diagnosing and resolving complex mechanical, electrical, or IT issues across a range of equipment and systems. You will be responsible for leveraging remote diagnostic tools, creating technical documentation, training junior technicians, and ensuring the efficient resolution of service issues. The ability to work autonomously, communicate technical information clearly, and manage a caseload of complex problems remotely is paramount.
Responsibilities:
Qualifications:
Responsibilities:
- Provide expert-level remote technical support and troubleshooting for complex equipment issues.
- Diagnose mechanical, electrical, and/or software problems using remote diagnostic tools and techniques.
- Develop and maintain comprehensive technical documentation, including manuals, guides, and troubleshooting procedures.
- Train and mentor junior field service technicians on advanced diagnostic and repair methods.
- Collaborate with engineering and product development teams to identify product improvements and solutions.
- Manage service requests, prioritize urgent issues, and ensure timely resolution.
- Conduct remote quality assurance checks on service work performed by field teams.
- Stay updated on product specifications, service bulletins, and new technologies.
- Escalate complex issues to higher-level support or engineering teams when necessary.
- Provide remote guidance and support during installations, maintenance, and repair operations.
- Analyze service data to identify trends and areas for operational improvement.
- Ensure adherence to safety protocols and company service standards.
- Communicate effectively with clients and internal stakeholders regarding service status and resolutions.
Qualifications:
- Associate's or Bachelor's degree in Mechanical Engineering, Electrical Engineering, Computer Science, or a related technical field.
- A minimum of 5-7 years of experience as a field service technician or in a similar technical support role.
- Proven expertise in diagnosing and repairing complex systems (specify relevant industry, e.g., industrial machinery, IT hardware, medical devices).
- Proficiency with remote diagnostic software and tools.
- Strong understanding of electronic and mechanical principles.
- Excellent analytical, problem-solving, and critical-thinking skills.
- Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly.
- Demonstrated ability to work independently, manage time effectively, and meet deadlines in a remote environment.
- Experience in creating technical documentation and training materials.
- Relevant certifications in specific equipment or technologies are highly desirable.
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Senior HVAC Technician - Remote Technical Support Specialist
Posted 15 days ago
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Job Description
Our client is seeking a skilled and experienced Senior HVAC Technician to join their remote technical support team. This is a fully remote position, allowing you to provide expert guidance and support from your home office. As a Remote Technical Support Specialist, you will be responsible for assisting customers and field technicians with complex troubleshooting, diagnostics, and repair guidance for a wide range of HVAC systems. You will leverage remote diagnostic tools, video conferencing, and detailed technical documentation to provide effective solutions. The ideal candidate will have extensive hands-on experience with various HVAC equipment, a strong understanding of refrigeration cycles, electrical systems, and control systems, and excellent communication and problem-solving skills. Responsibilities include: Providing remote technical support to customers and on-site technicians experiencing issues with HVAC equipment; Diagnosing complex HVAC problems using remote diagnostic tools and troubleshooting methodologies; Guiding users through repair procedures, maintenance tasks, and system checks; Analyzing technical issues and identifying root causes; Documenting technical issues, solutions, and customer feedback in a support ticketing system; Developing and updating technical documentation, troubleshooting guides, and FAQs; Collaborating with product development and engineering teams to relay customer feedback and suggest product improvements; Providing training and mentorship to junior support staff in a remote setting; Staying current with advancements in HVAC technology and best practices. Qualifications: A relevant trade certification (e.g., NTC, HVAC Technician Diploma) or equivalent experience; Minimum of 7 years of hands-on experience as an HVAC Technician, with a strong focus on commercial and residential systems; Proven experience in troubleshooting and repairing a wide variety of HVAC equipment, including AC units, furnaces, chillers, and ventilation systems; Solid understanding of refrigeration cycles, electrical schematics, control systems (BMS), and air balancing; Excellent diagnostic skills and the ability to interpret technical manuals and diagrams; Strong verbal and written communication skills, with the ability to explain technical concepts clearly; Proficiency in using remote support tools and software; Ability to work independently, manage time effectively, and prioritize tasks in a remote environment. This is a fantastic opportunity to utilize your expertise from Mombasa, Mombasa, KE .
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5
Senior Field Service Technician - Remote Technical Support Specialist
Posted 4 days ago
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Job Description
Our client, a global leader in specialized industrial equipment, is seeking a highly skilled Senior Field Service Technician to join their fully remote technical support team. This position will focus on providing advanced remote diagnostics, troubleshooting, and technical guidance to clients experiencing issues with our complex machinery. You will leverage sophisticated remote monitoring tools and your deep understanding of mechanical, electrical, and hydraulic systems to resolve problems efficiently. The ideal candidate is an expert problem-solver, an excellent communicator, and possesses a strong aptitude for understanding and resolving intricate technical challenges from a distance.
Responsibilities:
Qualifications:
Responsibilities:
- Provide expert-level remote technical support and troubleshooting for industrial equipment.
- Diagnose complex mechanical, electrical, and software issues using remote diagnostic tools and systems.
- Guide on-site personnel through repair procedures, preventative maintenance, and operational best practices.
- Analyze equipment performance data to identify potential failures and recommend preventative measures.
- Develop and maintain comprehensive technical documentation, including troubleshooting guides and service bulletins.
- Collaborate with engineering and product development teams to provide feedback on equipment design and performance.
- Manage service requests and ensure timely resolution of customer issues.
- Train junior technicians and customer personnel on equipment operation and maintenance.
- Stay current with the latest technologies and advancements in industrial equipment servicing.
- Ensure customer satisfaction through professional and efficient technical assistance.
- Maintain accurate records of all service interactions and resolutions.
- Assist in the development and refinement of remote support processes and tools.
Qualifications:
- Diploma or Bachelor's degree in Mechanical Engineering, Electrical Engineering, Industrial Technology, or a related field.
- Minimum of 7 years of hands-on experience as a Field Service Technician or in a similar technical support role, with a strong focus on industrial machinery.
- Proven expertise in diagnosing and repairing complex mechanical, electrical, and hydraulic systems.
- Proficiency with diagnostic software and remote access tools.
- Excellent problem-solving and analytical skills.
- Strong communication and interpersonal skills, with the ability to clearly explain technical concepts to non-technical audiences.
- Ability to work independently and manage time effectively in a remote setting.
- Experience in troubleshooting PLCs, HMI systems, and industrial networking is highly desirable.
- Familiarity with preventative maintenance techniques and schedules.
- Customer-focused mindset with a commitment to providing exceptional service.
- Relevant certifications in specific equipment types are a plus.
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Remote Technical Support Lead
Posted 21 days ago
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Job Description
Our client, a fast-growing SaaS company, is seeking a highly skilled and customer-centric Technical Support Lead to manage their remote support operations. This position is critical in ensuring exceptional user experience and prompt resolution of technical issues for our global customer base. You will lead a team of support specialists, develop efficient support processes, and contribute to the continuous improvement of our product based on customer feedback. The ideal candidate will possess strong technical acumen, excellent leadership skills, and a passion for providing outstanding customer service in a remote-first environment.
Responsibilities:
Responsibilities:
- Lead and manage a team of remote technical support engineers, providing guidance, training, and performance management.
- Develop and maintain comprehensive support documentation, knowledge bases, and FAQs.
- Oversee the ticketing system and ensure timely and effective resolution of customer issues.
- Analyze support trends and identify recurring problems, collaborating with product and engineering teams for root cause analysis and solutions.
- Develop and implement support policies and procedures to enhance efficiency and customer satisfaction.
- Monitor key support metrics (e.g., response time, resolution time, CSAT) and report on performance.
- Act as a point of escalation for complex technical issues.
- Contribute to product improvement by channeling customer feedback to relevant departments.
- Onboard and train new remote support team members.
- Foster a positive and collaborative team culture within the remote support department.
- Ensure adherence to SLAs (Service Level Agreements).
- Identify opportunities for automation and process improvement within the support function.
- 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 at least 2 years in a lead or supervisory role.
- Proven experience managing remote support teams and operations.
- Strong understanding of troubleshooting methodologies for software applications.
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Excellent problem-solving and analytical skills.
- Exceptional interpersonal and communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Ability to remain calm and professional under pressure.
- Strong organizational skills and the ability to manage multiple priorities effectively.
- Experience in a SaaS environment is highly preferred.
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Remote Technical Support Manager
Posted 4 days ago
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Job Description
Our client is seeking a highly motivated and experienced Remote Technical Support Manager to lead a global team of support professionals. This position is entirely remote, offering the flexibility to work from your preferred location. You will be responsible for overseeing the day-to-day operations of the customer support and helpdesk functions, ensuring timely and effective resolution of technical issues for our diverse customer base. Your key responsibilities will include managing support staff, setting performance metrics, developing support policies and procedures, and implementing best practices for customer service excellence. You will ensure that service level agreements (SLAs) are consistently met and that customer satisfaction remains high. This role requires strong leadership and team-building skills, with the ability to motivate and guide a remote team. You will also be involved in analyzing support trends, identifying common issues, and collaborating with product development teams to implement solutions and improve product usability. Experience with various ticketing systems (e.g., Zendesk, Jira Service Management) and CRM software is essential. The ability to troubleshoot complex technical problems and escalate issues effectively is critical. You will develop and deliver training programs for support staff to enhance their technical knowledge and customer service skills. This role demands excellent communication, interpersonal, and problem-solving abilities. A bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience, is required, along with at least 6 years of experience in technical support, with a minimum of 3 years in a management or supervisory role. If you are passionate about delivering exceptional customer experiences and leading a remote support team, we encourage you to apply.
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Remote Technical Support Engineer
Posted 22 days ago
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Job Description
Our client is seeking a highly skilled and dedicated Remote Technical Support Engineer to join their dynamic team. This role is critical in providing advanced technical assistance and troubleshooting for complex hardware and software issues, supporting a diverse client base. As a fully remote position, you will leverage your expertise to diagnose, resolve, and document technical problems, ensuring minimal disruption to client operations. Responsibilities include responding to support tickets, conducting remote diagnostics, and escalating issues when necessary. You will also be involved in creating and updating technical documentation, knowledge base articles, and user guides to empower end-users and internal support staff. Strong analytical and problem-solving abilities are essential, coupled with a deep understanding of network infrastructure, operating systems, and various IT systems. Excellent communication skills are paramount, enabling you to effectively interact with clients of varying technical proficiencies through various remote channels, including video conferencing, email, and chat. This role requires a proactive approach to identifying recurring issues and contributing to product improvements and preventative maintenance strategies. The successful candidate will thrive in an independent work environment, demonstrating exceptional time management and organizational skills to manage a demanding workload. This is an exciting opportunity to contribute your technical acumen to a leading organization from anywhere, with the operational focus for this role being Nairobi, Nairobi, KE .
Responsibilities:
Responsibilities:
- Provide expert-level technical support and troubleshooting for hardware and software issues remotely.
- Diagnose and resolve complex technical problems efficiently and effectively.
- Manage and prioritize incoming support requests via ticketing systems.
- Create, maintain, and update technical documentation and knowledge base articles.
- Escalate unresolved issues to appropriate engineering teams with detailed information.
- Collaborate with product development teams to report bugs and suggest improvements.
- Guide users through problem-solving processes and provide clear instructions.
- Monitor system performance and proactively identify potential issues.
- Ensure customer satisfaction by delivering timely and accurate technical solutions.
- Stay current with new technologies and industry best practices.
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