466 Senior Technical Support Engineer Cloud Services jobs in Nairobi

• Provide advanced technical support and troubleshooting for cloud infrastructure services (e.g., IaaS, PaaS, SaaS).
• Diagnose and resolve complex issues related to servers, networks, storage, databases, and applications.
• Act as an escalation point for lower-tier support teams, taking ownership of critical customer issues.
• Document technical solutions, create knowledge base articles, and contribute to best practice guides.
• Collaborate with development and operations teams to identify and resolve software defects and system vulnerabilities.
• Monitor system performance and proactively identify potential issues.
• Assist customers with configuration, deployment, and best practices for cloud services.
• Participate in on-call rotations to provide 24/7 support coverage.
• Stay current with new cloud technologies, services, and industry trends.
• Provide feedback to product management and engineering teams on customer needs and product improvements.
• Maintain high customer satisfaction ratings through effective and timely issue resolution.

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• Minimum of 6 years of experience in technical support, system administration, or cloud engineering.
• In-depth knowledge of cloud computing concepts and platforms (e.g., AWS, Azure, Google Cloud).
• Strong experience with Linux/Unix and Windows operating systems.
• Proficiency in networking protocols (TCP/IP, DNS, HTTP/S) and troubleshooting.
• Experience with scripting languages (e.g., Python, Bash) for automation is a plus.
• Familiarity with containerization technologies (e.g., Docker, Kubernetes) is advantageous.
• Excellent analytical, diagnostic, and problem-solving skills.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Proven ability to work independently and manage time effectively in a remote environment.
• Experience working with ticketing systems (e.g., Zendesk, ServiceNow).
• Customer-focused mindset with a passion for resolving technical challenges.

• 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.

• Provide expert-level technical support for cloud services, addressing complex customer issues.
• Troubleshoot and resolve issues related to cloud infrastructure, including virtual machines, databases, networking, and security services.
• Diagnose and resolve problems with container orchestration platforms like Kubernetes and Docker.
• Analyze system performance metrics and identify potential bottlenecks or areas for optimization.
• Collaborate with development and operations teams to identify root causes of recurring issues and implement permanent solutions.
• Develop and maintain comprehensive technical documentation, including troubleshooting guides and knowledge base articles.
• Escalate critical issues to appropriate teams and ensure timely resolution.
• Participate in on-call rotation to provide 24/7 support as needed.
• Mentor junior support engineers and share technical expertise.
• Contribute to the continuous improvement of support processes and tools.

Company Description

Riset Software & Systems LTD specializes in developing customized business solution systems, including Point of Sale systems, Hotel Management Systems, School Management Systems, Enterprise Resource Planning (ERP) systems, and more. Our systems are hosted either locally or in the cloud, ensuring privacy, security, and reliability. We cater to various industries with our comprehensive suite of software solutions, guaranteeing a 100% satisfaction rate.

Role Description

This is a full-time on-site role for an Onsite Technician located in Nairobi County, Kenya. The Onsite Technician will be responsible for installing, maintaining, and repairing hardware and software systems, providing technical support to clients, and ensuring systems operate efficiently and securely. Daily tasks include troubleshooting technical issues, performing routine system checks, and coordinating with the support team to deliver superior customer service.

Qualifications

• Experience with hardware and software installation and maintenance
• Proficiency in diagnosing and troubleshooting technical issues
• Excellent customer service and communication skills
• Ability to work independently and manage schedules effectively
• Familiarity with networking and system security protocols
• Degree or certification in Information Technology or a related field is preferred
• Experience with specific industry systems (e.g., POS, ERP) is a plus

• Provide remote technical assistance to customers regarding product installation, operation, and maintenance.
• Diagnose and resolve hardware and software issues related to our client's equipment.
• Guide customers through step-by-step troubleshooting processes via phone, email, and remote support tools.
• Document all customer interactions, issues, and resolutions accurately in the support system.
• Identify recurring technical issues and provide feedback to the product development and engineering teams.
• Assist in creating and updating technical documentation, FAQs, and knowledge base articles.
• Advise customers on best practices for equipment maintenance and preventative care.
• Escalate complex technical problems to appropriate internal departments for resolution.
• Ensure high levels of customer satisfaction through prompt and efficient support.
• Stay up-to-date with product updates, technical specifications, and support procedures.

• Associate's or Bachelor's degree in Electrical Engineering, Mechanical Engineering, Computer Science, or a related technical field.
• Minimum of 4 years of experience in technical support, installation, or maintenance of complex machinery or equipment.
• Proven ability to troubleshoot and diagnose electromechanical systems.
• Proficiency with remote support tools and ticketing systems.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Strong analytical and problem-solving capabilities.
• Ability to work independently and manage time effectively in a remote work environment.
• Familiarity with diagnostic software and hardware tools.
• Customer-focused attitude with a dedication to resolving issues.
• Flexibility to work occasional off-hours or weekends if required by support schedules.

• Develop and implement high-quality curriculum frameworks and educational programs for early childhood settings.
• Design and create engaging learning materials, activities, and resources for children and educators.
• Provide expert guidance and training to childcare providers and educators on child development principles and best practices.
• Conduct research on current trends and best practices in early childhood education.
• Develop and implement assessment tools to monitor child progress and program effectiveness.
• Collaborate with stakeholders to ensure programs meet developmental, health, and safety standards.
• Evaluate program outcomes and recommend strategies for continuous improvement.
• Stay updated on national and international standards and research in early childhood development.
• Mentor and support a team of childcare development professionals.
• Promote a child-centered approach to learning and care.

• Bachelor's or Master's degree in Early Childhood Education, Child Development, Psychology, or a related field.
• Minimum of 8 years of experience in early childhood education, curriculum development, or program management.
• Extensive knowledge of child development theories and practices (0-8 years).
• Proven experience in curriculum design and implementation.
• Strong background in training and adult education.
• Excellent analytical, problem-solving, and decision-making skills.
• Exceptional written and verbal communication and interpersonal skills.
• Proficiency in virtual collaboration tools and digital content creation.
• Demonstrated leadership capabilities and ability to inspire others.
• Commitment to fostering inclusive and equitable learning environments.
• Experience working remotely is a significant asset.