2,033 Senior Technical Support Engineer Cloud Infrastructure Remote jobs in Kenya

• Respond to and resolve technical support tickets related to cloud services (e.g., AWS, Azure, Google Cloud).
• Assist users with account management, access issues, and general inquiries about cloud platforms.
• Monitor cloud infrastructure for performance issues and potential outages.
• Document support processes, common issues, and their resolutions for internal knowledge base.
• Escalate complex technical problems to senior support staff or engineering teams.
• Perform basic configuration and troubleshooting of cloud resources under supervision.
• Collaborate with team members via chat, video calls, and project management tools to ensure seamless service delivery.
• Gather user feedback to help identify areas for service improvement.
• Participate in training sessions to enhance knowledge of cloud technologies and support tools.
• Maintain a high level of customer satisfaction through prompt and professional communication.
• Contribute to team meetings and discussions about ongoing projects and support challenges.
• Assist with the onboarding of new remote team members, providing initial technical guidance.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• A foundational understanding of cloud computing concepts (IaaS, PaaS, SaaS).
• Familiarity with at least one major cloud provider (AWS, Azure, or GCP) is a plus.
• Excellent problem-solving and analytical skills.
• Strong written and verbal communication skills, essential for remote collaboration.
• Ability to work independently and manage time effectively in a remote setting.
• A genuine interest in learning about cloud technologies and IT support.
• Customer-service oriented mindset.
• Proficiency in using online collaboration tools (e.g., Slack, Microsoft Teams, Zoom).
• Basic scripting knowledge (e.g., Python, Bash) is beneficial but not required.
• Must have a reliable internet connection and a suitable home office setup.

Company Description

Tech with Brands (TwB) is a tech contractor specializing in turning ideas into sales. We build bespoke software and handle setup, saving time and energy for our clients. TwB focuses on creating efficient, tailor-made software solutions to help businesses succeed.

Role Description

This is a contract role for a Software Maintenance Salesperson. The role is hybrid, located in Nairobi County, Kenya, with some work from home allowed. As a Software Maintenance Salesperson, your day-to-day tasks will include generating leads, managing accounts, and handling software sales. Effective communication with clients and delivering excellent sales performance is essential to this role.

Qualifications

• Experience in Software Sales and Lead Generation
• Strong Communication skills
• Proficiency in Account Management and Sales
• Excellent customer service skills
• Ability to work both independently and collaboratively in a hybrid environment
• Prior experience in the tech industry is a plus
• Bachelor's degree in Business, Marketing, or related field

• Assisting in the monitoring of cloud infrastructure performance and availability.
• Supporting the deployment and management of cloud resources (e.g., virtual machines, containers, storage).
• Performing routine system maintenance, updates, and patch management.
• Troubleshooting and resolving technical issues related to cloud services.
• Assisting with network configuration and security implementation within the cloud environment.
• Responding to alerts and incidents, documenting actions taken.
• Collaborating with senior technicians and engineers on various cloud projects.
• Learning and applying cloud security best practices.
• Participating in on-call rotations as required (with appropriate training and support).
• Documenting technical procedures and knowledge base articles.

• A recent high school diploma or equivalent; a technical certification or some college coursework in IT or a related field is a plus.
• Demonstrated interest in cloud computing, IT infrastructure, or technology.
• Basic understanding of operating systems (Windows, Linux) and networking concepts.
• Strong problem-solving and analytical skills.
• Excellent communication and teamwork abilities, with the capacity to collaborate effectively in a remote environment.
• Self-motivated, eager to learn, and committed to professional development.
• Ability to manage time effectively and work independently.
• Passion for technology and a desire to build a career in cloud operations.
• Previous IT support experience or personal projects involving technology are beneficial.

• Design, build, and maintain highly available, scalable, and secure cloud infrastructure.
• Develop architectural blueprints for cloud-native applications and microservices.
• Implement and manage containerization technologies (Docker, Kubernetes).
• Define and enforce cloud security best practices and compliance standards.
• Utilize Infrastructure as Code (IaC) tools for automated provisioning and management.
• Collaborate with development and operations teams to optimize application performance and reliability.
• Evaluate and recommend new cloud services and technologies.
• Provide technical leadership and mentorship to engineering teams.
• Develop and implement disaster recovery and business continuity strategies.
• Troubleshoot and resolve complex cloud infrastructure issues.

• Bachelor's degree in Computer Science, Engineering, or a related technical field. Master's degree preferred.
• Minimum of 8 years of experience in IT infrastructure and cloud computing, with at least 4 years in a Solutions Architect role.
• Extensive hands-on experience with major cloud platforms (AWS, Azure, GCP).
• Proficiency in containerization technologies (Docker, Kubernetes) and CI/CD tools.
• Strong knowledge of networking, security, and database technologies in a cloud context.
• Experience with Infrastructure as Code (IaC) tools (Terraform, CloudFormation).
• Excellent analytical, problem-solving, and architectural design skills.
• Outstanding communication and interpersonal skills, with the ability to explain complex technical concepts.
• Proven ability to work independently and manage complex projects in a remote environment.
• Experience within the logistics or supply chain industry is highly advantageous for roles impacting operations around Kisumu, Kisumu, KE .

• Provide Tier 2/3 technical support for cloud infrastructure services (e.g., AWS, Azure, GCP).
• Diagnose, troubleshoot, and resolve complex hardware, software, and network issues.
• Analyze system logs and performance metrics to identify root causes of problems.
• Escalate unresolved issues to appropriate engineering teams with detailed documentation.
• Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides.
• Collaborate with development and operations teams to improve product stability and performance.
• Respond to customer inquiries and support requests via phone, email, and chat.
• Monitor system health and proactively identify potential issues.
• Participate in an on-call rotation for urgent support needs.
• Contribute to the continuous improvement of support processes and tools.
• Mentor junior support engineers and share technical expertise.
• Assist in the deployment and configuration of cloud resources.
• Ensure timely and effective resolution of all customer issues.
• Provide feedback to product teams on customer pain points and feature requests.

• Bachelor's degree in Computer Science, Information Technology, or a related field; equivalent practical experience will be considered.
• Proven experience in technical support, systems administration, or cloud engineering.
• In-depth knowledge of cloud platforms (AWS, Azure, or GCP) and related services.
• Strong understanding of networking concepts (TCP/IP, DNS, VPNs).
• Experience with operating systems (Linux and Windows Server).
• Proficiency in scripting languages (e.g., Python, Bash) is a plus.
• Excellent analytical and troubleshooting skills.
• Exceptional customer service and communication skills.
• Ability to work independently and manage time effectively in a remote setting.
• Experience with monitoring tools (e.g., Nagios, Zabbix, Prometheus).
• Relevant certifications (e.g., AWS Certified Solutions Architect, Azure Administrator) are highly desirable.
• Ability to work under pressure and meet service level agreements.

• Lead, mentor, and manage a remote team of technical support engineers, fostering a culture of excellence and continuous improvement.
• Oversee the resolution of complex technical issues reported by customers, ensuring timely and satisfactory outcomes.
• Develop and implement support processes, workflows, and knowledge base articles to improve efficiency and customer satisfaction.
• Act as a point of escalation for critical customer issues, providing expert technical guidance.
• Collaborate with engineering and product management teams to identify recurring issues, advocate for product improvements, and ensure effective bug resolution.
• Monitor support ticket queues, key performance indicators (KPIs), and service level agreements (SLAs) to ensure team performance meets organizational standards.
• Develop and deliver training programs for the support team on new products, features, and support best practices.
• Analyze support data to identify trends, patterns, and areas for proactive intervention or process enhancement.
• Contribute to the development and implementation of self-service support resources for customers.
• Maintain strong relationships with key customers and stakeholders, ensuring their technical needs are met.