414 Senior Technical Support Engineer jobs in Nairobi

• Leading, mentoring, and managing a remote team of customer service and technical support representatives.
• Developing and implementing best practices for customer service and technical support.
• Monitoring support queue performance and ensuring timely and accurate issue resolution.
• Handling escalated customer issues and providing expert-level troubleshooting.
• Training new team members and conducting ongoing performance coaching.
• Analyzing customer feedback, support metrics, and KPIs to identify trends and areas for improvement.
• Contributing to the development of knowledge base articles and support documentation.
• Collaborating with product and engineering teams to resolve complex technical issues.
• Ensuring a high level of customer satisfaction and loyalty.
• Reporting on team performance and support operations to senior management.

• Bachelor's degree in Business Administration, Information Technology, or a related field.
• 5+ years of experience in customer service and technical support, with at least 2 years in a leadership role.
• Proven experience managing remote customer support teams.
• Strong understanding of customer service principles and best practices.
• Excellent technical troubleshooting skills and ability to understand complex products/services.
• Proficiency in customer support software (e.g., Zendesk, Salesforce Service Cloud) and CRM systems.
• Exceptional communication, interpersonal, and problem-solving skills.
• Ability to motivate and lead a team effectively in a remote setting.
• Strong organizational skills and attention to detail.

• Lead and mentor a team of customer service and technical support representatives.
  
• Set performance standards and monitor key metrics such as response time, resolution rate, and customer satisfaction.
  
• Handle escalated customer inquiries and technical issues, providing expert resolution.
  
• Develop and maintain comprehensive support documentation, FAQs, and knowledge base articles.
  
• Train new team members and provide ongoing coaching and development to existing staff.
  
• Analyze customer feedback and support data to identify trends and areas for improvement.
  
• Collaborate with product and engineering teams to resolve technical issues and improve product usability.
  
• Ensure a high level of customer satisfaction through efficient and empathetic support.
  
• Contribute to the development and implementation of customer support policies and procedures.

• Bachelor's degree in Computer Science, Information Technology, Business, or a related field.
  
• Minimum of 5 years of experience in customer service and technical support, with at least 2 years in a leadership or supervisory role.
  
• Proven experience in managing and motivating support teams.
  
• Strong technical aptitude and troubleshooting skills.
  
• Excellent communication, interpersonal, and problem-solving abilities.
  
• Proficiency with CRM software and helpdesk ticketing systems.
  
• Ability to work effectively in a hybrid work environment.
  
• Experience in developing training materials and knowledge base content.
  
• Customer-focused mindset with a passion for service excellence.

Job Title: Technical Support Intern

Job Overview:

We are seeking a skilled and customer-focused Technical Support Intern to join our dynamic team. The ideal candidate should have a strong technical background, excellent communication skills, and a passion for providing exceptional customer service. As a Technical Support Intern, you will play a crucial role in assisting customers with technical issues, troubleshooting problems, and ensuring a positive & excellent customer experience.

**Responsibilities:**

1. **Customer Support:**

* Provide prompt and effective technical support to customers via phone, email, or chat.

* Diagnose and troubleshoot technical issues related to software or network connectivity.

2. **Issue Resolution:**

* Investigate and analyze technical problems, identifying root causes and implementing solutions.

* Escalate complex issues to the appropriate internal teams for resolution.

3. **Documentation:**

* Create and maintain detailed documentation, including troubleshooting steps and solutions.

* Contribute to knowledge base articles to assist customers and internal teams.

4. **Communication:**

* Communicate technical information in a clear and understandable manner to both technical and non-technical users.

* Keep customers informed of the status and progress of their technical support requests.

5. **Product Knowledge:**

* Stay updated on product features, enhancements, and updates.

* Provide training to customers on the effective use of products and services.

6. **Quality Assurance:**

* Ensure a high level of customer satisfaction by delivering timely and accurate technical support.

* Participate in quality assurance activities to enhance overall support effectiveness.

7. **System Maintenance:**

* Monitor and maintain server and systems uptime to ensure optimal performance.

* Implement preventive measures to minimize downtime and service interruptions.

8. **Collaboration:**

* Collaborate with internal teams, including development and quality assurance, to resolve complex technical issues.

* Provide feedback on product improvements based on customer interactions.

9. **Continuous Learning:**

* Stay current with industry trends, technologies, and best practices in technical support.

* Attend training sessions and workshops to enhance technical skills.

**Required Skills & Qualifications:**

* Strong troubleshooting and analytical skills

* Excellent verbal and written communication

* Knowledge of networking and software systems

* Proficiency in Linux operating systems and command line

*
Available for 12-hour shifts

* Ability to create and manage emergency protocols during system downtimes

* Experience coordinating urgent responses with relevant stakeholders

* Strong prioritization and crisis management skills

* Customer service oriented

*
Bachelor's degree in Computer Science.

* Knowledge of ticketing systems

* Basic scripting/programming skills

* Strong documentation abilities

* Time management skills

* Ability to work under pressure

• Ability to work independently and collaboratively in a fast-paced environment.
• Customer-focused with a passion for delivering exceptional service.
• Available to work 24/7 with one day off in the week(night and day shift.
• Able to perform other roles as assigned.

Starting pay:

25,000KES

• Lead, mentor, and manage a team of remote technical support specialists.
• Oversee daily support operations, including ticket assignment, prioritization, and resolution tracking.
• Ensure that customer inquiries and issues are addressed promptly and professionally, meeting or exceeding SLAs.
• Serve as a primary escalation point for complex technical problems.
• Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
• Identify recurring technical issues and collaborate with other departments to implement solutions.
• Monitor support metrics and KPIs, reporting on team performance and areas for improvement.
• Implement and refine support processes and workflows for greater efficiency.
• Conduct regular training sessions for the support team on product updates and best practices.
• Foster a positive and collaborative team environment within the remote setting.
• Gather customer feedback and provide insights to product development and management teams.

• Minimum of 5 years of experience in technical support, with at least 2 years in a leadership or supervisory role.
• Proven experience managing a remote support team.
• In-depth knowledge of troubleshooting methodologies for hardware, software, and network issues.
• Proficiency with helpdesk ticketing systems (e.g., Zendesk, ServiceNow) and CRM software.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to motivate and guide a team effectively.
• Strong understanding of customer service principles.
• Experience in a fast-paced, evolving work environment.
• Bachelor's degree in Information Technology, Computer Science, or a related field is preferred.

CUSTOMER SERVICES TEAM – SUPPORT ENGINEER:

With Acsys International, the Support Engineer will be expected to perform all the below mentioned support activities which falls under our scope, to the Customers located globally. Customer Relationship Management, Pre-Sales Support, Customer Training & Implementations, Incident Management, Hardware RMA.

CORE RESPONSIBILITIES: Serves customers by providing product and service information; resolving product and service problems.

CUSTOMER SERVICE REPRESENTATIVE SKILLS AND QUALIFICATIONS:

•Minimum of bachelor's degree or Diploma or Equivalent Technical Qualification or Certification

•Customer Handling Skills (Exposure in handling International Customers)

•Excellent Communication Skills (Oral & Written)

•Intermediate Hardware, Software & Networking knowledge

•Strong Interpersonal Skills & Exposure to working across multi-cultural workforce

•Flexible to work in shifts (24/7) environment, Quick Learner

•Quality Focus, Problem Solving Skills, Market Knowledge

•Documentation Skills, Listening Skills, Email / Chat etiquettes
•Analyzing Information, Go in to the details, Logical Troubleshooting Skills, Multi-tasking

•Flexible to travel frequently Domestic / Internationa

l
•Good to have - a valid passport

CUSTOMER SERVICE REPRESENTATIVE JOB DUTIES:

•Incident Management Ticketing Process – Taking Ownership of issues end to end and maintaining theconfidentiality of the Customer Information and recording every bit of information on the CRM

•Resolve customers issues with respect to Product, Software, Hardware, Replacement or Enquiry

•Drill down and identify the root cause of the issue and accurate reporting of the same to other departments

•Provide best possible solution to the customers and expediting speedy resolution to the customers

•Suggesting any Sales Leads / Opportunities with the Customers to the Sales Team

•Prepare product or service reports by collecting and analysing customer provided information and passing it on therelevant teams internally

•Contribute to team effort by accomplishing related results as needed

•Generate sales leads and maintain a good rapport with the POCs, build sustainable relationships of trust throughopen and interactive communication

•Go the extra mile to engage customers

•Weekly, Monthly submission or reports / timesheets submission on time

•Ownership of Cases lying in your bin, regular follow ups and feedbacks to the internal teams.

• Lead and manage a team of technical support professionals, providing direction and support.
• Oversee the daily operations of the technical support desk, ensuring efficient ticket management and resolution.
• Provide expert technical assistance and troubleshooting for complex customer issues.
• Train and mentor support staff on product knowledge, technical skills, and customer service best practices.
• Develop and implement standardized support procedures and documentation.
• Monitor team performance, identify areas for improvement, and implement corrective actions.
• Collaborate with engineering and product teams to escalate and resolve recurring technical problems.
• Ensure adherence to service level agreements (SLAs) and company policies.
• Maintain a high level of customer satisfaction through effective problem-solving and communication.
• Contribute to the continuous improvement of support tools and resources.

• Leading, coaching, and mentoring a remote helpdesk support team.
• Developing and implementing comprehensive customer support policies and procedures.
• Managing the daily operations of the helpdesk, ensuring timely and effective issue resolution.
• Monitoring and analyzing support metrics to identify areas for improvement.
• Ensuring adherence to service level agreements (SLAs).
• Collaborating with other departments to resolve complex customer issues.
• Managing the helpdesk ticketing system and associated tools.
• Developing training materials and conducting training for support staff.
• Gathering customer feedback and implementing improvements.
• Maintaining a high level of customer satisfaction.

Equal Access to High-Quality Education Moves Our World Forward

Meet Cadmus

At Cadmus, we believe every student should have equal opportunity to achieve academic excellence; that's why we're changing how the world learns

Cadmus is a global EdTech company purposefully built for the higher education sector to break down global learning barriers by providing educators and diverse student cohorts with access to high-quality learning and assessment. Built on rich, student-centric values, Cadmus empowers individuals to achieve their highest potential and graduate with the critical skills and knowledge to profoundly impact our workforces, communities, and evolving world.

A Bold Plan for Global Impact

At Cadmus, we're working hard in pursuit of an ambitious, world-shaping goal: to provide 1 billion students with access to high-quality education by 2050.

That's why we need a dedicated and skilled Senior Technical Support Engineer team member to join our efforts in transforming education.

We're looking for a Senior Technical Support Engineer professional with 5+ years of experience maintaining and enhancing internal IT operations and assisted with internal technical product support. You are a natural "maintainer" with deep technical curiosity, finding satisfaction in ensuring our internal teams are fully supported. You will be the cornerstone of our support operations, owning our internal technology environment while also serving as the initial point of escalation for internal product issues.

You are a great fit if you demonstrate:

• End-to-End Problem Ownership: A history of owning and improving internal IT and support processes. You don't just follow a script; you look for ways to make investigations and resolutions more efficient.
• IT Operations Expertise: Hands-on experience managing daily IT helpdesk operations, including hardware/software provisioning (macOS/Windows), network administration, MDM deployment, and user account management across SaaS platforms (e.g., Google Workspace, Microsoft 365). Experience with ISO 27001 compliance is highly desirable.
• Technical Investigation & Product Expertise: You are proficient in troubleshooting complex technical issues. You can comfortably investigate bug reports, replicate user scenarios to validate their existence, and document the precise steps, environment, and impact for the engineering team.
• Comfort with Ambiguity & Pace: A proven track record of thriving in a fast-paced growth environment. You are comfortable with ambiguity and demonstrate an ability to deliver practical solutions under tight deadlines.

• Technical Curiosity: You're driven by a deep curiosity for how things work, not just what they do. You love to build, tinker, and learn, both in and out of the office.

• Clear Communication: You can translate technical concepts into clear, user-friendly language for non-technical colleagues and can communicate effectively with engineers using precise technical language.

You Will:

• Own All Internal IT Operations: Act as the single point of contact for all internal IT support. You will manage the IT helpdesk, execute onboarding/offboarding workflows, handle hardware provisioning, manage software access, and continuously improve our internal systems.
• Act as the Key Triage Point for Product Issues: Serve as the bridge between our customer-facing teams and the engineering team. You will be responsible for the initial technical validation of all escalated bug reports.
• Investigate, Replicate, and Document Bugs: Your primary product support function will be to reproduce reported issues, gather detailed evidence (logs, console errors, screen recordings), and write clear, actionable bug tickets that allow developers to start work immediately.
• Collaborate with Engineering to Verify Fixes: Work closely with the development team to understand fixes and then perform the final validation to ensure the issue is resolved before notifying stakeholders.
• Drive Support Process Improvement: Proactively identify gaps in our issue escalation process, contribute to internal documentation, and help build a more efficient workflow for managing technical product issues.
• Uphold Our Compliance Standards: Meticulously log all IT and support activities, ensuring your work generates the clear evidence required to support our security and compliance programs (e.g., ISO

Cadmus Employee Benefits

• Learning allowances; because we don't just have words on a website, we genuinely do what we say and provide educational opportunities to all (including the Cadmus team)
• A diverse and inclusive workplace where there are no barriers to anyone succeeding
• A surrounding team of mission-driven individuals who genuinely love what they do

Hiring Process

Please apply online with your resume, and instead of a cover letter, we would love you to answer a few questions.

While we review your application, get to know us by visiting (check out our values quiz) and following our social channels (Linkedin, Facebook and Twitter).

Inclusivity at Cadmus

At Cadmus, we hire great people from a wide variety of backgrounds because it makes our company stronger. We never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, or disability status. If you share our values and our enthusiasm for education, you will find a home at Cadmus.

If you need assistance or accommodations made due to a disability, please let us know.

• Provide advanced technical assistance and troubleshooting for complex client issues related to software, hardware, and network configurations.
• Diagnose, resolve, and document technical problems in a timely and accurate manner.
• Lead and mentor a team of technical support engineers, providing guidance and training.
• Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides.
• Collaborate with development and quality assurance teams to identify and resolve product bugs.
• Monitor system performance and identify potential issues before they impact clients.
• Manage and prioritize support tickets, ensuring adherence to service level agreements (SLAs).
• Conduct root cause analysis for recurring technical issues and implement preventive measures.
• Stay up-to-date with the latest technologies and industry best practices.
• Contribute to the continuous improvement of support processes and tools.
• Communicate technical information effectively to both technical and non-technical audiences.
• Handle escalations from junior support staff and provide expert resolution.
• Participate in on-call rotation as needed.
• Identify opportunities for product enhancement based on client feedback and support trends.

• Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field.
• 5+ years of experience in technical support, with a strong background in software and hardware troubleshooting.
• Proven experience in a lead or senior support role.
• In-depth knowledge of operating systems (Windows, macOS, Linux), networking protocols, and cloud technologies.
• Proficiency with diagnostic tools and ticketing systems.
• Excellent analytical, problem-solving, and debugging skills.
• Strong leadership, communication, and interpersonal skills.
• Ability to work independently and manage tasks effectively in a remote setting.
• Experience with scripting languages (e.g., Python, Bash) is a plus.
• Certifications such as CompTIA A+, Network+, or MCSA are advantageous.