1408 Senior Technical Support Engineer Remote jobs in Nairobi
Senior HVAC Technician - Remote Technical Support Specialist
Posted 13 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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Senior Field Service Engineer - Remote Technical Support
Posted 14 days ago
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Job Description
Our client, a global manufacturer of advanced industrial machinery, is seeking an experienced Senior Field Service Engineer to provide remote technical support and guidance to their international clientele. This position requires deep expertise in diagnosing and resolving complex equipment issues through virtual communication and remote diagnostics tools. You will act as a crucial point of escalation for intricate technical challenges, ensuring minimal downtime for our customers. The role is entirely remote, allowing you to leverage your skills and knowledge from any location, supporting our commitment to exceptional customer service.
Responsibilities:
Responsibilities:
- Provide advanced remote technical support and troubleshooting for industrial machinery and complex systems.
- Diagnose hardware and software issues using remote access tools, diagnostic software, and customer feedback.
- Develop and deliver clear, concise technical guidance and solutions to field technicians and end-users.
- Create and update technical documentation, including troubleshooting guides, service bulletins, and best practice manuals.
- Escalate unresolved issues to engineering or product development teams, providing detailed diagnostic information.
- Conduct remote training sessions for customers and internal technical teams.
- Analyze service data to identify trends, common issues, and areas for product improvement.
- Contribute to the development and implementation of remote support strategies and tools.
- Ensure high levels of customer satisfaction through prompt and effective technical assistance.
- Collaborate with sales and support teams to ensure seamless customer experience.
- Bachelor's degree in Electrical Engineering, Mechanical Engineering, Industrial Technology, or a related technical field.
- Minimum of 7 years of experience in field service, technical support, or a related engineering role, preferably supporting industrial equipment.
- Extensive knowledge of electromechanical systems, hydraulics, pneumatics, and control systems.
- Proficiency in using remote diagnostic tools, network troubleshooting, and various operating systems.
- Strong analytical and problem-solving skills, with the ability to think critically under pressure.
- Excellent communication, interpersonal, and customer service skills.
- Ability to explain complex technical concepts in a clear and understandable manner.
- Self-motivated and able to work independently with minimal supervision in a remote environment.
- Experience with PLCs and industrial automation is highly desirable.
- Flexibility to work varied hours to support global customers.
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Remote Technical Support Lead
Posted 20 days ago
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Job Description
Our client is a rapidly growing technology company renowned for its innovative software solutions and exceptional customer support. We are seeking an experienced and proactive Technical Support Lead to manage our fully remote support operations. In this crucial role, you will lead a team of dedicated support engineers, ensure the efficient resolution of customer issues, and contribute to enhancing the overall customer experience. You will be responsible for setting high standards for service delivery, developing support processes, and acting as a point of escalation for complex technical problems. This is an ideal opportunity for a leader passionate about technology and customer satisfaction to excel in a remote-first environment.
Responsibilities:
Responsibilities:
- Lead, mentor, and manage a remote team of technical support specialists, fostering a high-performance culture.
- Oversee daily support operations, ensuring timely and effective resolution of customer technical issues across various channels (email, chat, phone).
- Develop and implement best practices and standard operating procedures for technical support.
- Act as a subject matter expert and provide Tier 3 support for complex technical problems.
- Monitor key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction, and drive improvements.
- Create and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
- Collaborate with engineering and product teams to provide feedback on product issues and suggest improvements.
- Onboard and train new support team members.
- Manage support escalations and ensure effective communication with customers during issue resolution.
- Identify recurring issues and trends, proposing solutions to prevent future occurrences.
- Bachelor's degree in Computer Science, Information Technology, or a related technical 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 and motivating remote teams.
- Strong technical aptitude and in-depth knowledge of software troubleshooting, operating systems (Windows, macOS), and networking concepts.
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Excellent problem-solving, analytical, and critical thinking skills.
- Outstanding communication, interpersonal, and customer service skills.
- Ability to remain calm and effective under pressure.
- Strong organizational skills and the ability to manage multiple priorities in a fast-paced remote environment.
- Experience in the SaaS industry is a significant plus.
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Remote Technical Support Specialist
Posted 20 days ago
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Job Description
Our client is seeking a dedicated and customer-focused Remote Technical Support Specialist to provide exceptional assistance to users. In this fully remote role, you will be the first point of contact for troubleshooting technical issues, resolving customer queries, and ensuring a positive user experience. Your responsibilities will include diagnosing hardware and software problems, guiding users through step-by-step solutions, and escalating complex issues to appropriate teams when necessary. You will maintain detailed records of customer interactions and resolutions in our ticketing system. The ideal candidate possesses strong technical aptitude, excellent communication and interpersonal skills, and a patient, empathetic approach to customer service. Proficiency in troubleshooting common operating systems, software applications, and network connectivity issues is essential. Experience with remote support tools and knowledge bases is a significant advantage. You will be expected to manage your workload efficiently, prioritize tickets, and meet established service level agreements (SLAs). This role requires a self-starter who can work independently and collaboratively within a virtual team environment. A passion for technology and a genuine desire to help others are crucial for success. This is a fantastic opportunity to join a growing company and contribute to its reputation for outstanding customer support, all while enjoying the flexibility of a remote work arrangement. Although this position supports users globally, the primary operational focus relates to the **Mombasa, Mombasa, KE** area. We are looking for individuals who are reliable, possess excellent active listening skills, and are committed to delivering high-quality technical support. You will be a key ambassador for our client's brand, ensuring that every customer interaction is professional and satisfactory. The ability to explain technical concepts in clear, understandable terms is vital.
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Lead Remote Technical Support Specialist
Posted 10 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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Remote Technical Support Engineer - HVAC Systems
Posted 20 days ago
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Job Description
Our client is seeking a highly skilled Remote Technical Support Engineer specializing in HVAC systems to join their growing team. This is a critical, fully remote role where you will provide expert technical assistance to field technicians, engineers, and customers regarding the installation, operation, troubleshooting, and maintenance of our advanced HVAC solutions. You will be the go-to expert for complex technical queries, ensuring our systems perform optimally and our clients receive exceptional support.
Responsibilities:
Responsibilities:
- Provide remote, first-line and second-line technical support for a wide range of HVAC products and systems.
- Troubleshoot complex technical issues via phone, email, video conferencing, and remote diagnostic tools.
- Interpret technical documentation, schematics, and performance data to diagnose and resolve system faults.
- Guide field technicians through installation, repair, and maintenance procedures.
- Escalate unresolved issues to senior engineers or product development teams, providing detailed information and analysis.
- Develop and maintain technical support documentation, including FAQs, troubleshooting guides, and best practice articles.
- Contribute to product improvement by identifying recurring issues and providing feedback to the engineering department.
- Analyze system performance data to identify potential problems and recommend proactive solutions.
- Train internal staff and external partners on HVAC system operation and troubleshooting.
- Ensure timely and accurate logging of all support interactions and resolutions in the CRM system.
- Stay up-to-date with the latest advancements in HVAC technology and industry standards.
- Proven experience in HVAC system design, installation, or technical support.
- In-depth knowledge of refrigeration cycles, psychrometrics, air balancing, and electrical controls for HVAC systems.
- Proficiency in reading and interpreting technical drawings, schematics, and blueprints.
- Experience with diagnostic tools and software for HVAC systems.
- Strong analytical and problem-solving skills with a methodical approach.
- Excellent verbal and written communication skills, with the ability to explain technical concepts to diverse audiences.
- Demonstrated ability to work effectively in a remote environment, managing time and prioritizing tasks independently.
- A relevant technical certification or degree in Mechanical Engineering, HVAC Technology, or a related field is preferred.
- Experience with building automation systems (BAS) is a significant advantage.
- Customer-focused mindset with a passion for providing excellent technical support.
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Remote Technical Support Engineer - Smart Home Systems
Posted 11 days ago
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Job Description
Our client is seeking a highly skilled and customer-focused Remote Technical Support Engineer specializing in Smart Home Systems. This is a fully remote position where you will provide expert assistance to customers experiencing issues with their smart home devices and integrated systems. Your role will involve diagnosing and resolving technical problems via phone, email, and chat, ensuring a seamless and positive customer experience. You will be an essential point of contact for troubleshooting connectivity issues, software glitches, and hardware malfunctions related to smart thermostats, lighting controls, security cameras, voice assistants, and more. The ideal candidate possesses a strong understanding of home automation technologies, networking principles (Wi-Fi, Bluetooth, Zigbee), and common smart home platforms. Proven experience in technical support, excellent problem-solving skills, and the ability to explain technical concepts clearly to non-technical users are critical. You should be adept at managing multiple support tickets, prioritizing tasks, and maintaining detailed records of customer interactions. This remote role requires a reliable internet connection, a dedicated workspace, and the ability to work independently while maintaining high service standards. While the position is remote, it supports customers across the region, with potential project coordination related to the Mombasa, Mombasa, KE area. We are looking for individuals who are patient, empathetic, and dedicated to providing exceptional technical support for cutting-edge smart home technology.
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Remote Technical Support Lead - Cloud Infrastructure
Posted 18 days ago
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Job Description
Our client is seeking a highly experienced and motivated Remote Technical Support Lead to manage and enhance their global customer support operations for cloud infrastructure services. This is a fully remote role, offering the flexibility to work from anywhere. As the Lead, you will oversee a team of technical support engineers, ensuring timely and effective resolution of complex customer issues. Your responsibilities will include developing and implementing support strategies, defining escalation procedures, and maintaining high standards of customer satisfaction. You will analyze support ticket trends to identify systemic issues and collaborate with engineering and product teams to implement permanent solutions. This role requires deep technical expertise in cloud computing environments (e.g., AWS, Azure, GCP), networking, operating systems, and troubleshooting methodologies. You will be responsible for training and mentoring support staff, managing performance, and fostering a collaborative and customer-centric team culture. A Bachelor's degree in Computer Science, Information Technology, or a related field, combined with a minimum of 8 years of experience in technical support, with at least 3 years in a leadership role, is essential. Strong problem-solving, communication, and leadership skills are critical. Proven experience in managing remote teams and utilizing support ticketing systems (e.g., Zendesk, ServiceNow) is a must. You should possess excellent diagnostic skills and the ability to articulate technical concepts clearly to both technical and non-technical audiences. This position offers an exciting opportunity to shape the future of our client's customer support experience in a challenging and rapidly evolving technological landscape.
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Remote Technical Support Specialist (Installation & Maintenance)
Posted 6 days ago
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Job Description
Our client is a leading provider of sophisticated industrial equipment and requires a highly skilled Remote Technical Support Specialist focused on installation and maintenance. This is a fully remote position, demanding a deep understanding of electromechanical systems and troubleshooting expertise. You will be the first line of support for clients experiencing issues with the installation, operation, or maintenance of our client's products. Your role involves diagnosing technical problems via phone, email, and remote desktop access, providing clear, concise, and effective solutions. You will guide clients through complex troubleshooting procedures, assist with preventative maintenance scheduling, and escalate issues when necessary to senior engineering teams. The ideal candidate possesses exceptional problem-solving skills, patience, and a customer-centric approach, combined with a strong technical aptitude.
Responsibilities:
Responsibilities:
- 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.
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Lead Remote Technical Support Engineer - Cloud Infrastructure
Posted 12 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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