Technical Support Agent (Tier 2) at Influx in All, Nairobi, Kenya

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    Technical Support Agent (Tier 2)

    InfluxAll, Nairobi, Kenya

    Posted

    1 week ago

    Apply by

    26 Aug

    Full Time
    On Site
    Mid
    ICT & Telecommunications
    IT & Software

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    Job Description

    We are seeking a dedicated and experienced Technical Support Agent to join our team. In this role, you will play a vital part in providing advanced technical support, performing deep-dive investigations into complex system behavior, and ensuring an exceptional standard of customer satisfaction. As a technical agent, you will bridge the gap between our customers, Engineering, QA, Infrastructure, and Product teams, translating complex technical challenges into clear solutions and actionable engineering insights.

    Key Responsibilities

    • Execute pre-approved fix procedures, including service restarts, Merge Request (MR) merges, storage management, and capacity adjustments within documented guidelines.
    • Analyze complex system logs and leverage Python scripting to diagnose backend failures, evaluate system errors, and identify root causes or workarounds.
    • Operate directly within GitLab and Kubernetes environments to apply controlled configuration changes while respecting boundaries between reversible and non-reversible database actions.
    • Collaborate closely with Engineering, QA, Infrastructure, and Product teams. Work on confirming product defects and escalate issues with complete technical evidence and diagnostic findings.
    • Communicate directly with clients to explain complex technical concepts, manage expectations, and provide clear, concise solutions with a high level of customer empathy.
    • Efficiently manage, track, and document issues in modern ticketing tools following standard Incident, Change, and Problem Management frameworks.
    • Document investigations, root causes, workarounds, and knowledge-base articles. Continuously refine support processes, guidelines, and monitoring practices to elevate team efficiency.

    Required Qualifications

    • Technical Experience: 3+ years of technical experience in Technical Support Engineering, Systems Engineering, DevOps, or Software Development. Demonstrated coding projects, internships, or technical portfolio work welcomed in place of strict corporate tenure.
    • Programming & Scripting: Demonstrated proficiency in reading, writing, and executing Python code and general operational scripting.
    • Mandatory Tooling: Hands-on experience navigating and executing tasks within GitLab or GitHub and Kubernetes environments.
    • System Administration: Strong foundation in cloud infrastructure, networking, system architecture, and log analysis.
    • Risk & Action Awareness: Demonstrated understanding of live database environments and the critical difference between reversible and non-reversible system actions.
    • Communication & Roster: Excellent written and spoken English skills verified via assessment. Full flexibility to work a 24/7 staggered 5-day schedule day/night rotations, weekends, and holidays.
    • Nice-to-Haves / Bonus Points: Experience supporting Computer Vision or Machine Learning platforms. Exposure to enterprise monitoring tools e.g., Grafana, Datadog and ITSM frameworks Incident/Change Management.

    Job Details

    Job Function

    IT & Software

    Minimum Experience

    3 years

    Education Level

    Bachelor’s Degree

    Area of Study

    Computer Science

    Field of Study

    Computer Science

    Languages

    English

    Additional Information

    How to Apply: Send your application to the email provided in the job posting or visit the application link on the original job listing.

    Master the Art of Root Cause Analysis

    In this role, your ability to dig into logs and pinpoint root causes will set you apart. Hiring managers will probe how you approach complex system failures and communicate findings to both technical and non-technical stakeholders.

    1. Showcase Your Python Skills: Be ready to demonstrate your Python scripting ability. Prepare a short example of a script you wrote to parse logs or automate a troubleshooting task. Highlight how it saved time or improved accuracy.

    2. GitLab and Kubernetes Fluency: Expect questions on your hands-on experience with GitLab CI/CD and Kubernetes. Be prepared to discuss specific tasks you've performed, such as merging MRs or managing pods, and how you ensured safety in production.

    3. Understand Reversible vs. Non-Reversible Actions: This is a critical screen. Explain your thought process when making changes in a live database. Give an example of a time you avoided a risky action or rolled back successfully.

    4. Communicate Complex Ideas Simply: You'll need to explain technical issues to clients. Practice explaining a technical problem and solution in plain language, avoiding jargon. Show empathy and clarity.

    5. Highlight Incident Management Experience: If you've used ticketing systems like Jira or ServiceNow, detail your workflow. Discuss how you prioritize incidents, document steps, and follow change management procedures.

    6. Emphasize Cross-Team Collaboration: This role bridges customers and internal teams. Provide examples of how you've worked with engineering or QA to resolve issues. Show that you can escalate with evidence and clarity.

    7. Prepare for Shift Work: The role requires 24/7 availability. Be upfront about your flexibility and show you can maintain performance during night shifts and holidays. Share any experience with rotating schedules.

    8. Show Continuous Learning: The tech stack is evolving. Mention any recent courses or projects where you learned new tools like Grafana or Datadog. Demonstrate a growth mindset.

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    Tags

    Technical Support
    Python
    GitLab
    Kubernetes
    Troubleshooting