2,470 Technical Support Engineer jobs in Kenya
Technical Support Engineer
Nairobi, Nairobi
KES60000 - KES120000 Y
CHINT PVSTAR
Posted today
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Job Description
Responsibility:
1、Mainly responsible for technical support of photovoltaic products for villas and microgrids
2、Understanding customer requirements and providing comprehensive pre-sales technical support.
3、Collaborating with the sales team during client negotiations to address technical queries.
4、Clarifying customers' technical issues in the project's early stages, including on-site technical surveys when necessary.
5、Developing and refining pre-sales training materials, and delivering both online and offline technical training to clients.
6、Promptly addressing technical quality issues raised in customer complaints.
7、Resolving queries about product usage, maintenance, and replacement, including on-site support when necessary.
8、Improving post-sales operation and maintenance training materials, and providing related training to customers, both online and offline.
Qualifications:
1、At least 2 years of experience in the photovoltaic industry, preferably with practical experience in household photovoltaic storage systems.
2、Understanding of the operational principles, functions, installation processes, and knowledge of key products like photovoltaic storage systems, inverters, batteries, and brackets.
3、Have experience in technical support for the photovoltaic industry
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0
Technical Support Engineer
60100 Mangu
KES120000 Annually
WhatJobs
Posted 2 days ago
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Job Description
Our client is seeking a highly motivated and technically proficient Technical Support Engineer to join their fully remote customer support team. This role is essential for providing advanced technical assistance to clients, ensuring the seamless operation of their systems and products. You will be a crucial point of contact for resolving complex technical issues, offering expert guidance, and contributing to overall customer satisfaction in a remote-first environment. Key responsibilities include:
- Diagnosing and resolving complex technical hardware and software issues reported by customers.
- Providing in-depth technical support via phone, email, and remote access tools.
- Documenting technical issues, troubleshooting steps, and resolutions meticulously in the support ticketing system.
- Collaborating with the engineering and product development teams to identify and address recurring technical problems.
- Creating and maintaining technical documentation, knowledge base articles, and user guides.
- Escalating unresolved issues to appropriate senior technical staff or development teams with detailed analysis.
- Providing proactive technical advice and solutions to customers to prevent future issues.
- Participating in the testing of new product releases and providing feedback from a support perspective.
- Staying current with the latest technology trends and product updates relevant to the company's offerings.
- Training and mentoring junior support staff on technical troubleshooting techniques.
- Ensuring adherence to service level agreements (SLAs) for issue resolution.
- Gathering customer feedback on technical issues and product performance to inform product improvements.
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1
Technical Support Engineer
80100 Shella
KES85000 Annually
WhatJobs
Posted 2 days ago
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Job Description
Our client is seeking a highly skilled and customer-focused Technical Support Engineer to provide exceptional support to their user base. This is a fully remote position that requires a deep understanding of technical troubleshooting, excellent communication skills, and a passion for helping users resolve complex issues. You will be responsible for diagnosing and resolving technical hardware and software issues, guiding users through problem-solving processes, and providing clear, concise explanations of technical solutions. The ideal candidate will have experience supporting a variety of software applications, operating systems, and network environments. You will be expected to manage support tickets, document solutions, and contribute to the knowledge base to empower users and fellow support team members. This role demands strong analytical and problem-solving skills, with the ability to quickly identify root causes of technical problems and implement effective resolutions. Excellent interpersonal skills are crucial for effectively communicating with users of varying technical expertise. As a remote employee, you must be a self-starter, highly organized, and possess the discipline to manage your workload effectively while maintaining high standards of service. You will be an integral part of a collaborative support team, sharing insights and best practices to continuously improve the support experience. Experience with remote support tools, ticketing systems (e.g., Zendesk, Jira Service Desk), and common IT infrastructure components is essential. We are looking for a patient, empathetic, and technically adept individual who is dedicated to ensuring user satisfaction and system stability. Proactive communication and follow-through are key to success in this role. Join us and become a critical resource for users, ensuring their seamless experience with our client's technology. Responsibilities include:
- Providing technical assistance and support for incoming queries and issues.
- Responding to client requests for technical support.
- Diagnosing and resolving technical hardware and software issues.
- Guiding users through problem-solving processes.
- Documenting all technical issues and resolutions.
- Escalating unresolved issues to the appropriate internal teams.
- Installing, modifying, and repairing computer hardware and software.
- Performing user account management.
- Creating and maintaining IT support documentation and knowledge base articles.
- Ensuring timely and effective resolution of technical problems.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 3 years of experience in technical support or helpdesk roles.
- Proficiency in operating systems (Windows, macOS, Linux).
- Experience with network troubleshooting.
- Familiarity with remote support tools and ticketing systems.
- Excellent problem-solving and analytical skills.
- Strong verbal and written communication skills.
- Customer-oriented approach with a patient and helpful demeanor.
This advertiser has chosen not to accept applicants from your region.
2
Technical Support Engineer
60200 Meru , Eastern
KES120000 Annually
WhatJobs
Posted 2 days ago
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Job Description
Our client is seeking a skilled and motivated Technical Support Engineer to join their globally distributed team. This is a fully remote position, allowing you to provide expert technical assistance from the comfort of your home. You will be responsible for diagnosing and resolving complex technical issues for our clients' software products and services. This role requires a strong understanding of software applications, hardware systems, and network protocols, combined with excellent problem-solving and communication skills. You will be a key point of contact for customers needing advanced technical support, ensuring their satisfaction and seamless operation of our client's solutions.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical support to customers via phone, email, chat, and remote sessions, addressing complex software and hardware issues.
- Diagnose, troubleshoot, and resolve technical problems efficiently, escalating when necessary to engineering teams with detailed documentation.
- Analyze product performance issues, identify root causes, and implement effective solutions.
- Develop and maintain technical documentation, including FAQs, knowledge base articles, and troubleshooting guides.
- Collaborate with product development and quality assurance teams to identify and report software bugs and usability issues.
- Assist in the testing and implementation of new software releases and updates.
- Provide training and guidance to less experienced support staff.
- Manage customer relationships, ensuring a high level of satisfaction through timely and effective problem resolution.
- Monitor system performance and identify potential issues before they impact users.
- Contribute to the continuous improvement of support processes and customer service standards.
- Stay current with new technologies and product updates relevant to the support role.
- Work independently to manage assigned tickets and projects, meeting defined service level agreements (SLAs).
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field.
- Minimum of 4 years of experience in technical support or a related IT role, with a strong track record of resolving complex issues.
- In-depth knowledge of operating systems (Windows, macOS, Linux), network protocols (TCP/IP, DNS, DHCP), and common software applications.
- Experience with scripting languages (e.g., Python, Bash) is a plus.
- Proficiency in using remote access tools and helpdesk ticketing systems.
- Excellent analytical and problem-solving skills, with a logical approach to troubleshooting.
- Strong written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical users.
- Ability to work autonomously and manage time effectively in a remote environment.
- Customer-focused attitude with a passion for delivering exceptional service.
- Experience with cloud platforms (AWS, Azure, GCP) is advantageous.
- Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified) are a plus.
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3
Senior Technical Support Engineer
01000 Makongeni
KES280000 Annually
WhatJobs
Posted today
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Job Description
Our client, a fast-growing technology company, is looking for a dedicated and experienced Senior Technical Support Engineer to join their fully remote customer service team. This role is critical in ensuring that our clients receive prompt, accurate, and effective technical assistance for our innovative software solutions. You will be the primary point of contact for complex technical issues, providing in-depth troubleshooting, diagnosing problems, and guiding users towards resolution. Responsibilities include managing incoming support tickets, conducting root cause analysis for recurring issues, creating and maintaining technical documentation and knowledge base articles, and escalating critical problems to engineering teams when necessary. You will also contribute to the improvement of support processes and tools to enhance customer satisfaction. The ideal candidate possesses a strong technical background, with expertise in software troubleshooting, network diagnostics, and operating systems. Excellent communication and interpersonal skills are essential, as you will be interacting with customers from diverse technical backgrounds. This role requires a patient, empathetic, and methodical approach to problem-solving. Experience with CRM systems and remote support tools is highly desirable. As a fully remote position, you must be highly self-motivated, organized, and able to manage your workload effectively without direct supervision. Proactive engagement and a commitment to exceeding customer expectations are key. The job location for this role, though remote, is associated with providing support and technical solutions impacting customers in the **Thika, Kiambu** region.
This advertiser has chosen not to accept applicants from your region.
4
Senior Technical Support Engineer
00100 Abothuguchi West
KES480000 Annually
WhatJobs
Posted today
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Job Description
Our client, a leading provider of enterprise software solutions, is seeking an experienced Senior Technical Support Engineer to join their globally distributed, fully remote customer service team. This role is critical for providing expert-level technical assistance, resolving complex issues, and ensuring a high level of customer satisfaction for our diverse client base. The ideal candidate will possess a deep understanding of software troubleshooting, system administration, and network diagnostics. Your responsibilities will include diagnosing and resolving advanced technical problems reported by customers via phone, email, and chat; escalating unresolved issues to appropriate engineering teams; and documenting solutions and troubleshooting steps. You will also be responsible for creating and maintaining a knowledge base of common issues and resolutions, providing training to junior support staff, and identifying trends in customer support requests to recommend product improvements. Exceptional problem-solving skills, strong analytical abilities, and a customer-centric mindset are essential. You must be able to explain technical concepts clearly and concisely to both technical and non-technical users. As this is a fully remote position, outstanding time management, communication, and self-discipline are paramount. A Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience, is required. Significant experience in technical support, preferably with SaaS products or complex software systems, is mandatory. Familiarity with ticketing systems (e.g., Zendesk, ServiceNow), remote access tools, and operating systems (Windows, macOS, Linux) is highly desirable. Join our client and contribute to delivering exceptional support experiences, working from your home office and impacting clients worldwide. The designated location for this remote position is **Nairobi, Nairobi, KE**.
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5
Senior Technical Support Engineer
30200 Tuwan
KES200000 Annually
WhatJobs
Posted today
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Job Description
Our client, a leading provider of innovative software solutions, is seeking a highly skilled and customer-focused Senior Technical Support Engineer to join their fully remote support team. This role is critical in providing advanced technical assistance to clients, troubleshooting complex issues, and ensuring customer satisfaction with our client's cutting-edge products.
As a Senior Technical Support Engineer, you will be the primary point of contact for escalated technical issues, delving deep into software functionalities and system configurations to diagnose and resolve problems. You will leverage your expertise in troubleshooting, problem-solving, and product knowledge to assist customers via phone, email, and chat. This role involves analyzing technical issues, replicating customer environments, and developing effective solutions or workarounds. You will also be responsible for documenting solutions, contributing to the knowledge base, and identifying trends in customer issues to provide feedback for product improvement.
This is a fully remote position, requiring a self-motivated individual with excellent communication skills and the ability to work independently while collaborating effectively with remote colleagues and development teams. You will be expected to manage your workload efficiently, prioritize critical issues, and maintain a high level of professionalism and customer empathy. The ability to explain complex technical concepts to both technical and non-technical users is essential.
Key Responsibilities:
As a Senior Technical Support Engineer, you will be the primary point of contact for escalated technical issues, delving deep into software functionalities and system configurations to diagnose and resolve problems. You will leverage your expertise in troubleshooting, problem-solving, and product knowledge to assist customers via phone, email, and chat. This role involves analyzing technical issues, replicating customer environments, and developing effective solutions or workarounds. You will also be responsible for documenting solutions, contributing to the knowledge base, and identifying trends in customer issues to provide feedback for product improvement.
This is a fully remote position, requiring a self-motivated individual with excellent communication skills and the ability to work independently while collaborating effectively with remote colleagues and development teams. You will be expected to manage your workload efficiently, prioritize critical issues, and maintain a high level of professionalism and customer empathy. The ability to explain complex technical concepts to both technical and non-technical users is essential.
Key Responsibilities:
- Provide advanced technical support and troubleshooting for software products via various communication channels (phone, email, chat).
- Diagnose, troubleshoot, and resolve complex technical issues reported by customers.
- Escalate unresolved issues to appropriate engineering or development teams, providing detailed information.
- Replicate customer environments and scenarios to identify root causes of problems.
- Develop and document solutions, workarounds, and technical articles for the customer knowledge base.
- Identify recurring issues and provide feedback to product management and development teams for product improvement.
- Manage support tickets, prioritizing urgent issues and ensuring timely resolution.
- Educate customers on product features and best practices to enhance their experience.
- Participate in on-call rotation for after-hours support as needed.
- Maintain a high level of customer satisfaction through excellent service and communication.
- Stay up-to-date with product updates, new features, and industry best practices.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in technical support, helpdesk, or a similar customer-facing technical role.
- Proven ability to troubleshoot complex software and system issues.
- Strong understanding of operating systems (Windows, Linux, macOS), networking concepts, and databases.
- Experience with scripting languages (e.g., Python, Bash) is a plus.
- Excellent analytical, problem-solving, and debugging skills.
- Exceptional written and verbal communication skills, with the ability to clearly explain technical concepts.
- Proficiency in using ticketing systems and remote support tools.
- Ability to work independently and manage time effectively in a fully remote environment.
- Strong customer service orientation and a passion for helping users.
- Experience in SaaS product support is highly desirable.
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6
Senior Technical Support Engineer
20100 Mwembe
KES185000 Annually
WhatJobs
Posted today
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Job Description
Our client is seeking a highly skilled Senior Technical Support Engineer to provide advanced technical assistance and ensure exceptional customer satisfaction. This is a fully remote position, allowing you to operate from anywhere and contribute to resolving complex technical issues for their diverse clientele. You will be a key point of escalation, diagnosing and resolving challenging problems, and contributing to the improvement of support processes and documentation.
Responsibilities:
Qualifications:
This fully remote role serves clients primarily in the Nakuru, Nakuru, KE region.
Responsibilities:
- Serve as a primary point of contact for escalated technical support issues, providing timely and effective resolutions.
- Diagnose, troubleshoot, and resolve complex hardware, software, and network problems.
- Guide customers through step-by-step solutions in a clear and concise manner.
- Document all support interactions, solutions, and troubleshooting steps accurately in the ticketing system.
- Identify trends in customer issues and collaborate with engineering and product teams to address root causes.
- Develop and maintain technical documentation, knowledge base articles, and FAQs.
- Provide training and mentorship to junior support engineers.
- Contribute to the continuous improvement of support processes and tools.
- Participate in after-hours support rotations as needed.
- Ensure a high level of customer satisfaction through proactive and professional communication.
- Test and evaluate new product releases for potential support challenges.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 6 years of experience in a technical support or helpdesk role, with a significant portion in a senior or lead capacity.
- Expertise in diagnosing and resolving complex technical issues across various operating systems (Windows, macOS, Linux), hardware, and software applications.
- Strong understanding of networking concepts (TCP/IP, DNS, DHCP, VPNs).
- Experience with scripting languages (e.g., PowerShell, Python) is a strong asset.
- Excellent problem-solving, analytical, and critical thinking skills.
- Superb communication, active listening, and interpersonal skills.
- Ability to work under pressure and manage multiple priorities effectively.
- Demonstrated ability to document technical information clearly and concisely.
- Proven ability to work independently and collaboratively in a remote team environment.
- Customer-centric approach with a passion for helping others.
This fully remote role serves clients primarily in the Nakuru, Nakuru, KE region.
This advertiser has chosen not to accept applicants from your region.
7
Senior Technical Support Engineer
20100 Mwembe
KES190000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client is looking for a highly motivated and experienced Senior Technical Support Engineer to join their fully remote customer service and helpdesk team. This critical role involves providing advanced technical assistance and problem resolution for complex software and hardware issues. You will be the escalation point for challenging customer inquiries, ensuring timely and effective solutions that enhance customer satisfaction and retention. The ideal candidate possesses a strong background in IT support, network troubleshooting, and a deep understanding of various operating systems and applications. Exceptional communication and interpersonal skills are essential for interacting with a diverse client base in a remote setting. Responsibilities include diagnosing and resolving intricate technical problems, documenting support processes and solutions, and contributing to the knowledge base. You will also collaborate with engineering and product development teams to identify trends and advocate for product improvements. This position requires a proactive approach to identifying potential issues, providing clear and concise guidance, and managing client expectations. The ability to work independently, prioritize effectively, and maintain composure under pressure is crucial for success in this remote role. We are seeking a candidate who is passionate about technology, dedicated to customer success, and eager to contribute to a leading organization's support infrastructure, serving clients across the **Nakuru, Nakuru, KE** region and beyond.
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8
Senior Technical Support Engineer
30200 Tuwan
KES150000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client is seeking a highly skilled and customer-focused Senior Technical Support Engineer to join their fully remote support team. This role is critical in providing advanced technical assistance to clients, ensuring timely and effective resolution of complex issues. You will be responsible for troubleshooting software and hardware problems, diagnosing root causes, and implementing permanent solutions. As a Senior Engineer, you will also mentor junior support staff, contribute to knowledge base development, and identify areas for service improvement. The ideal candidate possesses deep technical expertise in (mention a relevant technology area, e.g., network infrastructure, cloud services, enterprise software), excellent problem-solving abilities, and outstanding communication skills. You must be adept at explaining technical concepts to both technical and non-technical users. This is a fully remote position, requiring a self-starter who can manage their workload effectively and collaborate with colleagues across different time zones. You will be expected to maintain high customer satisfaction ratings and contribute to a positive support experience. Your ability to document issues, resolutions, and workarounds accurately and thoroughly will be essential for building our internal knowledge base. We are looking for individuals who are passionate about technology and dedicated to providing exceptional customer service. This role offers the opportunity to work with a diverse range of clients and technologies, enhancing your skills and career growth within a supportive remote environment. The nominal location for this role is Eldoret, Uasin Gishu, KE , however, it is a fully remote position.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Provide Tier 3 technical support for complex customer issues via phone, email, and chat.
- Diagnose and resolve advanced software, hardware, and network problems.
- Escalate unresolved issues to appropriate internal teams (e.g., Engineering, Product Management) with detailed diagnostic information.
- Develop and maintain comprehensive technical documentation, including troubleshooting guides, FAQs, and knowledge base articles.
- Mentor and train junior technical support staff, sharing expertise and best practices.
- Identify trends in customer issues and provide feedback to product development and quality assurance teams.
- Contribute to the improvement of support processes and tools.
- Ensure all customer interactions are handled professionally and efficiently, aiming for first-contact resolution where possible.
- Manage workload effectively, prioritizing urgent issues and meeting service level agreements (SLAs).
- Participate in on-call rotation as needed.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in a technical support or helpdesk role, with at least 2 years in a senior capacity.
- Proven expertise in (specific technologies relevant to the client's products, e.g., Windows Server, Linux, SQL, cloud platforms like AWS/Azure, specific networking protocols).
- Strong analytical and problem-solving skills with a systematic approach to troubleshooting.
- Excellent verbal and written communication skills, with the ability to articulate technical issues clearly.
- Experience with remote support tools and ticketing systems (e.g., Zendesk, ServiceNow).
- Ability to work independently and collaboratively in a remote team environment.
- Customer-centric mindset with a passion for providing excellent service.
- Relevant industry certifications (e.g., CompTIA A+, Network+, Security+, CCNA) are a plus.
This advertiser has chosen not to accept applicants from your region.
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