- Experience
- 3+ yrs
- Salary
- —
- Openings
- 1
- Posted
- hace 4 horas
- Work mode
- In office
- Eligibility
- Applicants must reside in Kenya to be considered for this position.
- Resume
- Required to apply
Where you'll work
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Job description
About Influx
Influx is an expanding and profitable startup focused on delivering round-the-clock customer support for brands and technology firms globally. Our operation involves agents and managers worldwide, with headquarters in Australia and over 1,000 employees distributed internationally.
Role Overview
We are searching for a committed and knowledgeable Technical Support Agent to provide specialized technical assistance. This role involves in-depth diagnostic investigations of sophisticated system behaviors and maintaining outstanding customer satisfaction. You'll serve as a liaison between clients and internal departments like Engineering, QA, Infrastructure, and Product, translating complex technical issues into understandable solutions and actionable insights.
Primary Responsibilities
- Perform L2 technical support tasks, troubleshooting and resolving intricate technical problems with at least one year of experience in a similar role.
- Operate within strict, regulated software environments such as banking, government, or aviation, adhering to stringent security, access, and change management protocols.
- Carry out authorized remediation steps including restarting services, merging requests, managing storage, and adjusting capacity following documented instructions.
- Conduct detailed log and code analysis using Python scripting to pinpoint system failures, diagnose backend errors, and find root causes or temporary fixes.
- Manage platform operations directly in GitLab and Kubernetes, applying configuration changes cautiously while understanding reversible versus irreversible database actions.
- Collaborate closely with Engineering, QA, Infrastructure, and Product teams to validate product issues and escalate them with thorough technical evidence.
- Maintain clear and empathetic communications with clients, explaining complex technical concepts and managing expectations effectively.
- Handle ticketing and incident workflows efficiently using modern tools aligned with Incident, Change, and Problem Management standards.
- Document investigation outcomes, root cause analyses, solutions, and knowledge base entries and continuously improve support workflows and monitoring procedures.
Required Qualifications
- Over three years of experience in roles such as Technical Support Engineering, Systems Engineering, DevOps, or Software Development. Demonstrable project work or portfolios may substitute for formal experience.
- Proficiency in Python programming and scripting for operational purposes.
- Experience working with GitLab or GitHub along with Kubernetes environment operations.
- Strong understanding of cloud infrastructure, network systems, architectural systems, and log file analysis.
- Awareness of live database environments and the importance of distinguishing between reversible and irreversible operations.
- Fluency in written and spoken English, confirmed by assessment.
- Availability for flexible 24/7 work schedules including day/night shifts, weekends, and holidays.
Preferred Skills
- Background supporting Computer Vision or Machine Learning platforms.
- Familiarity with enterprise monitoring tools such as Grafana or Datadog, and IT Service Management practices including Incident and Change Management.
Benefits and Work Culture
- Remote work from home setup.
- A supportive and collaborative workplace promoting work-life balance.
- Diverse international client base demanding high-quality service.
- Work within an international team.
- Comprehensive training programs to develop expertise necessary for success.
- Opportunities to collaborate with skilled professionals in a fast-moving environment.
Company Values
- Treat others the way you want to be treated.
- Follow through on commitments and demonstrate reliability.
- Prioritize attentive listening.
- Maintain a fact-based focus.
Additional Information
- This position requires full-time commitment at 44 hours per week.
- Only candidates residing in Kenya will be considered.
- Influx does not solicit any payments during recruitment.
- Official communication will only come from emails ending with @influx.com.