2,929 Remote Technical Support Lead jobs in Kenya
Remote Lead Technical Support Engineer
Posted 23 days ago
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Job Description
Our client is seeking an experienced and highly skilled Lead Technical Support Engineer to join their fully remote technical operations team. In this crucial role, you will be responsible for leading a team of support engineers, providing advanced technical assistance to clients, and ensuring the efficient resolution of complex hardware and software issues. You will act as a point of escalation for critical support cases, troubleshoot intricate problems, and develop effective solutions to minimize downtime and maximize customer satisfaction. Your expertise will be vital in maintaining the integrity and performance of our client's technological infrastructure.
Key responsibilities include mentoring and guiding junior support staff, developing and updating knowledge base articles and support documentation, and establishing best practices for technical support operations. You will also be involved in analyzing support trends, identifying recurring issues, and collaborating with engineering and product development teams to implement permanent fixes and system improvements. The ideal candidate will possess a strong background in IT support, with extensive experience in troubleshooting diverse technical environments. Excellent communication, interpersonal, and problem-solving skills are essential, as is the ability to remain calm and effective under pressure. Proficiency in remote diagnostic tools and methodologies is a must. You should be comfortable managing multiple priorities and working independently in a remote setting. A bachelor's degree in Computer Science, Information Technology, or a related field, coupled with significant professional experience, is required. Certifications such as CompTIA A+, Network+, or Microsoft certifications are a strong advantage. You will play a key role in ensuring the reliability and performance of our client's services by providing exceptional remote technical support. The ability to document technical procedures clearly and concisely is paramount. This is an excellent opportunity for a seasoned technical leader to make a significant impact within a growing organization, working entirely remotely. The functional scope of this role touches upon the Kitale, Trans-Nzoia, KE area, though the position itself is fully remote.
Key responsibilities include mentoring and guiding junior support staff, developing and updating knowledge base articles and support documentation, and establishing best practices for technical support operations. You will also be involved in analyzing support trends, identifying recurring issues, and collaborating with engineering and product development teams to implement permanent fixes and system improvements. The ideal candidate will possess a strong background in IT support, with extensive experience in troubleshooting diverse technical environments. Excellent communication, interpersonal, and problem-solving skills are essential, as is the ability to remain calm and effective under pressure. Proficiency in remote diagnostic tools and methodologies is a must. You should be comfortable managing multiple priorities and working independently in a remote setting. A bachelor's degree in Computer Science, Information Technology, or a related field, coupled with significant professional experience, is required. Certifications such as CompTIA A+, Network+, or Microsoft certifications are a strong advantage. You will play a key role in ensuring the reliability and performance of our client's services by providing exceptional remote technical support. The ability to document technical procedures clearly and concisely is paramount. This is an excellent opportunity for a seasoned technical leader to make a significant impact within a growing organization, working entirely remotely. The functional scope of this role touches upon the Kitale, Trans-Nzoia, KE area, though the position itself is fully remote.
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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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Remote Lead Technical Support Specialist
Posted 7 days ago
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Job Description
Our client is searching for a seasoned and adept Lead Technical Support Specialist to spearhead their remote support operations. This critical role demands a profound understanding of troubleshooting complex technical issues across various platforms and software. The Lead Technical Support Specialist will be responsible for managing incoming support tickets, diagnosing hardware and software problems, and providing timely and effective solutions to end-users. This position requires not only exceptional technical acumen but also strong leadership and communication skills. You will be expected to mentor and guide a team of support specialists, develop and implement best practices for technical support, and contribute to the creation of knowledge base articles and support documentation. Furthermore, you will collaborate with engineering and development teams to identify and resolve recurring issues, escalating complex problems when necessary. The ideal candidate will have a proven ability to manage a remote team, ensuring high levels of customer satisfaction and adherence to service level agreements. You must be proficient in remote diagnostic tools and possess a deep knowledge of operating systems, network configurations, and common IT infrastructure. This role is ideal for someone who excels in a remote-first environment, is highly organized, and can manage multiple priorities effectively. Your responsibilities will include analyzing support trends, identifying areas for improvement in support processes, and training junior staff on new technologies and support methodologies. A proactive approach to problem-solving and a commitment to continuous learning are essential. We are looking for an individual who can not only solve technical challenges but also inspire confidence and provide exceptional service to our client's user base. A strong understanding of cybersecurity best practices is also highly desirable. The ability to document solutions clearly and concisely for both technical and non-technical audiences is crucial. This is an excellent opportunity to make a significant impact within a growing organization, leading a vital function remotely. A bachelor's degree in Computer Science, Information Technology, or a related field, along with 5+ years of experience in technical support, with at least 2 years in a lead or supervisory role, is required.
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Remote Customer Success Lead - Technical Support
Posted 15 days ago
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Job Description
Our client is looking for a dedicated and experienced Customer Success Lead to spearhead their remote customer support operations. In this crucial role, you will be the primary point of contact for clients, ensuring they receive exceptional service and support, thereby fostering long-term relationships and maximizing customer satisfaction. You will manage a team of remote support specialists, providing guidance, training, and performance feedback. Your responsibilities will encompass troubleshooting complex technical issues, developing and implementing effective support strategies, and creating comprehensive knowledge base articles. This position demands a proactive approach to identifying potential customer pain points and developing solutions before they escalate. You will work closely with product development and sales teams to relay customer feedback and contribute to service improvements. The ideal candidate will have a proven track record in customer service management, a deep understanding of technical support processes, and excellent communication and problem-solving skills. Proficiency in CRM software and helpdesk ticketing systems is essential. This is a remote-first opportunity, requiring a highly organized and self-motivated individual who can manage their time effectively and collaborate seamlessly with colleagues across different locations. You will play a key role in shaping the customer experience and ensuring our client's reputation for outstanding service. We seek an individual who is passionate about helping customers, possesses a strong technical aptitude, and can lead by example in a virtual environment. Your ability to de-escalate challenging situations and provide clear, concise solutions will be vital. Join us and contribute to a culture of customer-centricity, driving success through exceptional support and continuous improvement, all while enjoying the benefits of a remote work lifestyle and making a tangible difference in our clients' journey.
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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 & 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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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
Posted 12 days ago
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Job Description
Our client, a fast-growing technology solutions provider, is seeking a highly experienced Lead Remote Technical Support Engineer to manage and enhance their remote technical support operations. This critical, fully remote role involves leading a team of support professionals, developing advanced troubleshooting strategies, and ensuring the highest levels of service delivery for a diverse client base. You will be at the forefront of diagnosing and resolving complex technical issues, contributing to the continuous improvement of support processes, and acting as a key liaison between clients and internal technical teams. As a company committed to a remote-first culture, we leverage sophisticated collaboration tools and processes to ensure our distributed team operates with maximum efficiency and effectiveness.
Key Responsibilities:
Key Responsibilities:
- Lead, mentor, and manage a team of remote technical support engineers.
- Develop and implement advanced troubleshooting procedures for complex technical problems.
- Oversee the resolution of critical customer issues, ensuring timely and satisfactory outcomes.
- Analyze support trends and identify areas for service improvement and automation.
- Create and maintain comprehensive technical documentation and knowledge base articles.
- Collaborate with engineering and product teams to provide feedback on product issues and enhancements.
- Define and monitor key performance indicators (KPIs) for the support team.
- Conduct regular performance reviews and provide coaching to team members.
- Ensure adherence to service level agreements (SLAs) and customer satisfaction goals.
- Champion best practices in remote technical support and team collaboration.
- Bachelor's degree in Computer Science, Engineering, 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 expertise in troubleshooting hardware, software, and network issues.
- Experience managing and motivating remote teams.
- Strong understanding of ITIL principles and best practices.
- Proficiency with ticketing systems (e.g., ServiceNow, Jira Service Management) and remote support tools.
- Excellent analytical, problem-solving, and decision-making skills.
- Exceptional verbal and written communication skills for clear virtual communication.
- Ability to work independently and manage priorities effectively in a remote environment.
- Relevant certifications (e.g., CompTIA A+, Network+, CCNA) are a plus.
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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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