1,125 Sr Engineer jobs in Kenya
Technical lead
00100
Bridge Talent Management
Posted 566 days ago
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Job Description
Job Purpose: Responsible for Lubricants Technical functions. Key Responsibilities: Implementation of technical projects within the lubricants sectionIn charge of new product developmentOptimization and implementation of product formulation changesCoordination of new package developmentOverseeing the internal/ external processes and activities that ensure products meet specified quality criteria. Coordinating customer technical submissions including queries and tenders.Reformulating slow-moving products to sale able products.Developing Technical bulletin & data sheets for lubricants productsTo monitor non-conforming products at lube warehouses and take appropriate action monthly.Attend and represent the company in Industry and regulatory technical committees affecting lubricants.Carry out root cause analysis and recommendations for customer technical complaints.RequirementsBachelor’s degree in mechanical/chemical engineeringSpecialized knowledge: Technical knowledge in lubricantsExperience/knowledge of lubricants either in a production or sales environmentStrong analytical skills.Strong Interpersonal skills.At least 5 years of experience in a similar role
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Technical Support Lead
60501 Meru , Eastern
KES120000 Annually
WhatJobs
Posted today
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Our client is seeking a highly skilled and customer-focused Technical Support Lead to manage their remote support operations. This role is critical in ensuring our clients receive timely and effective technical assistance. You will be responsible for leading a team of support specialists, overseeing the resolution of complex technical issues, and maintaining high levels of customer satisfaction. The ideal candidate will have a strong technical background, excellent problem-solving abilities, and proven leadership experience. Key responsibilities include managing the support ticket queue, providing Tier 2 and Tier 3 technical support, developing troubleshooting guides and knowledge base articles, and identifying trends in customer issues to drive product improvements. You will also be responsible for training and mentoring support staff, ensuring adherence to service level agreements (SLAs), and contributing to the continuous improvement of support processes. As this is a fully remote position, exceptional communication skills, self-discipline, and the ability to manage a distributed team are essential. Your expertise will be vital in maintaining smooth operations and delivering an outstanding support experience for our client's users.
Responsibilities:
Qualifications:
Responsibilities:
- Lead and manage a team of remote technical support specialists.
- Oversee the resolution of complex customer technical issues.
- Provide Tier 2 and Tier 3 technical support.
- Develop and maintain technical troubleshooting guides and knowledge base articles.
- Monitor and analyze support ticket data to identify trends and areas for improvement.
- Train and mentor junior support staff.
- Ensure adherence to service level agreements (SLAs) and quality standards.
- Collaborate with engineering and product teams to resolve escalated issues.
- Manage customer escalations and ensure timely resolution.
- Contribute to the development of support processes and best practices.
Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Minimum of 5 years of experience in technical support or IT helpdesk roles.
- At least 2 years of experience in a leadership or supervisory role.
- Strong technical proficiency in diagnosing and resolving hardware and software issues.
- Experience with ticketing systems (e.g., Zendesk, Jira Service Management).
- Excellent problem-solving, analytical, and communication skills.
- Proven ability to manage and motivate a remote team.
- Customer-centric approach with a commitment to providing exceptional service.
- Ability to work independently and manage time effectively in a remote environment.
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1
Technical Support Lead
40100 Kisumu
KES75000 Annually
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Posted today
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Job Description
Our client is seeking a dynamic and experienced Technical Support Lead to manage their customer support operations in Kisumu, Kisumu, KE . This role involves leading a team of technical support specialists, ensuring efficient problem resolution, and maintaining high standards of customer satisfaction. You will be responsible for coaching, mentoring, and developing the support team, as well as handling escalated technical issues. The ideal candidate possesses strong technical acumen, excellent leadership qualities, and a proven ability to manage and motivate a team in a fast-paced environment. This hybrid role requires a commitment to both in-office collaboration and remote flexibility.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Lead and manage a team of technical support professionals.
- Provide guidance and mentorship to team members, fostering their professional development.
- Oversee the resolution of complex technical support issues and customer escalations.
- Ensure timely and accurate responses to customer inquiries via phone, email, and chat.
- Develop and implement support strategies to improve customer satisfaction and efficiency.
- Monitor team performance metrics and provide regular feedback.
- Maintain and update the knowledge base with troubleshooting guides and solutions.
- Collaborate with engineering and product teams to resolve recurring technical problems.
- Analyze support data to identify trends and areas for process improvement.
- Ensure adherence to company policies and procedures.
Qualifications:
- Minimum of 4 years of experience in technical support, with at least 1 year in a lead or supervisory role.
- Strong technical knowledge in (mention a relevant technology, e.g., software, hardware, networking).
- Proven experience in managing and motivating a technical support team.
- Excellent problem-solving and analytical skills.
- Proficiency with helpdesk software and ticketing systems.
- Strong communication and interpersonal skills.
- Ability to work effectively in a hybrid environment, balancing remote and in-office responsibilities.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Customer-focused mindset with a passion for delivering exceptional service.
This advertiser has chosen not to accept applicants from your region.
2
Technical Support Lead
01000 Makongeni
KES3000000 Annually
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Posted today
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Job Description
Our client, a rapidly expanding software company specializing in enterprise resource planning (ERP) solutions, is seeking an experienced Technical Support Lead. This on-site role, based in Thika, Kiambu, KE , requires a proactive and technically adept individual to manage and mentor a team of customer support specialists. You will be the escalation point for complex technical issues, ensuring timely and effective resolution for our clients. Your role will be critical in maintaining high levels of customer satisfaction and ensuring the smooth operation of our client's software products.
Key Responsibilities:
Qualifications:
This is a crucial role for a dedicated professional looking to lead a support team and ensure customer success with cutting-edge software solutions in Thika.
Key Responsibilities:
- Lead, train, and mentor a team of technical support representatives, fostering a high-performance culture.
- Manage incoming support tickets and ensure adherence to service level agreements (SLAs).
- Serve as the primary escalation point for complex technical issues, providing advanced troubleshooting and resolution.
- Develop and maintain comprehensive knowledge base articles and troubleshooting guides.
- Monitor support queues and team performance metrics, identifying areas for improvement.
- Collaborate with the development and quality assurance teams to report and resolve software bugs.
- Analyze support trends to identify recurring issues and propose long-term solutions.
- Conduct regular team meetings and provide constructive feedback and performance reviews.
- Ensure exceptional customer service is delivered to all clients.
- Assist in the development and implementation of new support processes and tools.
- Manage customer escalations and communicate effectively with clients during issue resolution.
- Contribute to product improvement by providing insights from customer feedback and support data.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 5 years of experience in technical support, with at least 2 years in a leadership or supervisory role.
- Strong technical aptitude and proven ability to troubleshoot complex software issues.
- Experience with ERP systems or similar enterprise software is highly preferred.
- Excellent understanding of ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Exceptional communication, interpersonal, and problem-solving skills.
- Ability to manage and motivate a team effectively.
- Strong analytical skills and attention to detail.
- Customer-centric mindset with a passion for service excellence.
- Experience in IT support for SaaS products is a plus.
This is a crucial role for a dedicated professional looking to lead a support team and ensure customer success with cutting-edge software solutions in Thika.
This advertiser has chosen not to accept applicants from your region.
3
Technical Support Lead
01001 Makongeni
KES70000 Annually
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Posted today
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Job Description
Our client, a rapidly growing technology solutions provider, is seeking a dynamic and experienced Technical Support Lead to manage their customer support operations in **Thika, Kiambu, KE**. This role requires a blend of technical expertise, strong leadership qualities, and exceptional customer service skills to ensure our clients receive timely and effective technical assistance. The Technical Support Lead will be responsible for overseeing the helpdesk team, resolving complex technical issues, and improving overall customer satisfaction.
Responsibilities:
Responsibilities:
- Lead, mentor, and manage a team of technical support specialists, fostering a high-performance culture.
- Oversee the daily operations of the customer support helpdesk, ensuring efficient ticket management and response times.
- Provide Tier 2 and Tier 3 technical support for a range of software and hardware issues, escalating to engineering teams when necessary.
- Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
- Analyze support trends and metrics to identify areas for improvement in processes, tools, and training.
- Implement and refine support procedures to enhance customer experience and resolution rates.
- Act as a point of escalation for critical customer issues, ensuring prompt and satisfactory resolution.
- Collaborate with product development and engineering teams to provide feedback on product issues and feature requests.
- Conduct regular performance reviews and provide coaching to support staff.
- Ensure that service level agreements (SLAs) are met consistently.
- Train new support team members on products, processes, and customer service best practices.
- Monitor customer feedback and proactively address any concerns.
- Manage remote support tools and technologies effectively.
- Contribute to the development of support strategies and policies.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 4 years of experience in technical support, with at least 1-2 years in a leadership or supervisory role.
- Proven ability to troubleshoot complex technical problems across various operating systems, software applications, and hardware.
- Strong understanding of network protocols, cybersecurity principles, and IT infrastructure.
- Excellent communication, interpersonal, and customer service skills.
- Experience with helpdesk ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Demonstrated leadership and team management capabilities.
- Ability to work effectively in a fast-paced, demanding environment.
- Strong analytical and problem-solving skills.
- Certifications such as CompTIA A+, Network+, or ITIL are a plus.
This advertiser has chosen not to accept applicants from your region.
4
Remote Technical Support Lead
30100 Moiben
KES90000 Annually
WhatJobs
Posted today
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Job Description
Our client is looking for an experienced and customer-focused Remote Technical Support Lead to manage and mentor our virtual support team. This is a critical role for our fully remote operations, ensuring exceptional technical assistance to our global user base. You will be responsible for overseeing daily support operations, resolving escalated technical issues, and ensuring adherence to service level agreements (SLAs). Key duties include developing and implementing support processes, creating and maintaining a comprehensive knowledge base, and identifying trends in support requests to drive product improvements. You will also be responsible for training and onboarding new support agents, monitoring team performance, and providing regular feedback and coaching. Collaboration with engineering and product development teams to resolve complex bugs and enhance user experience will be a significant part of your role. A Bachelor's degree in Computer Science, Information Technology, or a related field, coupled with at least 5 years of experience in technical support, with a minimum of 2 years in a team lead or supervisory capacity, is required. Proven experience managing remote teams and proficiency with CRM and ticketing systems (e.g., Zendesk, ServiceNow) are essential. Excellent communication, interpersonal, and problem-solving skills are paramount. We are seeking a proactive leader who is passionate about customer satisfaction and adept at navigating the challenges of a remote work environment. This position offers a unique opportunity to lead a high-performing team and make a tangible impact on our customer success.
This advertiser has chosen not to accept applicants from your region.
5
Remote Technical Support Lead
80100 Nairobi, Nairobi
KES700000 Annually
WhatJobs
Posted today
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Job Description
Our client is seeking a highly experienced and customer-focused Remote Technical Support Lead to manage and mentor their global technical support team. This is a vital remote role responsible for ensuring exceptional customer service and timely resolution of technical issues for their diverse user base. The ideal candidate will have a strong background in IT support, troubleshooting complex software and hardware problems, and leading a distributed team. You will be responsible for overseeing daily support operations, managing ticket queues, and ensuring service level agreements (SLAs) are met or exceeded. Your duties will include providing escalated technical support, diagnosing and resolving advanced software, hardware, and network issues. You will also develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides for both the support team and end-users. A key aspect of this role involves training, coaching, and performance management of the support team, fostering a culture of continuous improvement and customer advocacy. You will analyze support trends, identify root causes of recurring issues, and collaborate with engineering and product teams to implement long-term solutions and product improvements. A Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience, along with a minimum of 5 years of experience in technical support, with at least 2 years in a lead or supervisory role, is required. Proficiency with helpdesk software (e.g., Zendesk, ServiceNow) and remote support tools is essential. Strong analytical, problem-solving, and excellent communication skills are paramount for leading a remote team and interacting with customers effectively. This is a rewarding opportunity to lead a dedicated team and make a significant impact on customer satisfaction from a fully remote environment.
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6
Remote Technical Support Lead
01001 Abothuguchi West
KES250000 Annually
WhatJobs
Posted today
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Job Description
Our client is seeking a highly skilled and experienced Technical Support Lead to manage and elevate their customer service operations. This is a fully remote position, allowing you to lead and support a global customer base from your home office. You will be responsible for overseeing the technical support team, ensuring timely and effective resolution of customer issues, and improving overall customer satisfaction. Your role will involve providing advanced technical assistance, managing support escalations, developing support documentation, and training support agents. Key responsibilities include:
Location: Ruiru, Kiambu, KE
- Leading and managing a team of technical support specialists, providing guidance and performance feedback.
- Overseeing the resolution of customer technical issues, ensuring adherence to service level agreements (SLAs).
- Developing and maintaining comprehensive knowledge base articles, FAQs, and troubleshooting guides.
- Handling escalated customer support requests and complex technical problems.
- Monitoring support queues and agent performance, identifying trends and areas for improvement.
- Collaborating with product development and engineering teams to address bugs and implement product enhancements.
- Training new and existing support staff on products, procedures, and troubleshooting techniques.
- Implementing and refining customer support processes to enhance efficiency and effectiveness.
- Gathering customer feedback and analyzing support data to identify opportunities for service improvement.
- Ensuring a high level of customer satisfaction through prompt, accurate, and empathetic support.
- Managing support tools and platforms (e.g., ticketing systems, CRM).
- Creating reports on support performance metrics for management.
- Staying up-to-date with product knowledge and industry best practices in technical support.
- Participating in product beta testing and providing feedback from a support perspective.
Location: Ruiru, Kiambu, KE
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7
Senior Technical Support Lead
00208 Njiru Village
KES90000 Annually
WhatJobs
Posted today
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Job Description
Our client is seeking a highly motivated and experienced Senior Technical Support Lead to manage and mentor a team of technical support specialists. This fully remote role requires a strong technical aptitude, excellent leadership skills, and a passion for delivering exceptional customer service. You will be responsible for overseeing daily support operations, ensuring timely and effective resolution of customer issues across multiple channels, including phone, email, and chat. This includes managing ticket queues, escalating complex problems, and ensuring adherence to service level agreements (SLAs).
Your responsibilities will include developing and implementing support processes and best practices to enhance efficiency and customer satisfaction. You will analyze support metrics and trends to identify areas for improvement and implement proactive solutions. Conducting regular performance reviews and providing coaching to the support team members will be a key function. You will also collaborate with product development and engineering teams to provide feedback on product issues and potential enhancements. Creating and maintaining comprehensive technical documentation and knowledge base articles is also a crucial part of the role.
The ideal candidate will possess a Bachelor's degree in Information Technology, Computer Science, or a related field, with at least 4-6 years of experience in technical support, including at least 1-2 years in a lead or supervisory capacity. Strong technical skills in troubleshooting hardware, software, and network issues are essential. Proficiency with CRM software, ticketing systems (e.g., Zendesk, ServiceNow), and remote support tools is required. Excellent communication, interpersonal, and problem-solving skills are vital for leading a remote team and interacting with customers. The ability to manage multiple priorities, work under pressure, and adapt to changing environments is crucial. ITIL certification is a strong advantage.
This is a remote-first opportunity, offering the flexibility to work from anywhere. You will play a critical role in ensuring our customers receive prompt and effective technical assistance, contributing directly to customer retention and satisfaction. If you are a seasoned technical support professional with strong leadership capabilities and a commitment to excellence, we invite you to join our virtual team.
Your responsibilities will include developing and implementing support processes and best practices to enhance efficiency and customer satisfaction. You will analyze support metrics and trends to identify areas for improvement and implement proactive solutions. Conducting regular performance reviews and providing coaching to the support team members will be a key function. You will also collaborate with product development and engineering teams to provide feedback on product issues and potential enhancements. Creating and maintaining comprehensive technical documentation and knowledge base articles is also a crucial part of the role.
The ideal candidate will possess a Bachelor's degree in Information Technology, Computer Science, or a related field, with at least 4-6 years of experience in technical support, including at least 1-2 years in a lead or supervisory capacity. Strong technical skills in troubleshooting hardware, software, and network issues are essential. Proficiency with CRM software, ticketing systems (e.g., Zendesk, ServiceNow), and remote support tools is required. Excellent communication, interpersonal, and problem-solving skills are vital for leading a remote team and interacting with customers. The ability to manage multiple priorities, work under pressure, and adapt to changing environments is crucial. ITIL certification is a strong advantage.
This is a remote-first opportunity, offering the flexibility to work from anywhere. You will play a critical role in ensuring our customers receive prompt and effective technical assistance, contributing directly to customer retention and satisfaction. If you are a seasoned technical support professional with strong leadership capabilities and a commitment to excellence, we invite you to join our virtual team.
This advertiser has chosen not to accept applicants from your region.
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