Technical Support at

4 weeks ago

Nairobi, Nairobi Area, Kenya Andela Full time

Andela provides businesses access to top-tier tech professionals from around the world. We search for promising developers in Africa, nurture them into exceptional technical leaders, and match them with companies as dedicated team members.

Summary:

  • Support Engineers needed to assist with our Enterprise product operations in customer virtualization environments.
  • Responsibilities include addressing a wide range of support tickets via email, covering Linux servers, source code, APIs, and more.

Responsibilities:

  • Tackle complex customer issues regarding Linux servers, source code, and web app troubleshooting through email communication.
  • Effectively convey technical details to customers and internal engineering teams.
  • Collaborate with customers on tasks like upgrades, feature announcements, and ensuring smooth installations.
  • Spot bugs and suggest enhancements in the codebase.
  • Availability during regular working hours in your time zone.

Qualifications:

  • 4+ years of technical support experience.
  • Basic understanding of modern web app operations.
  • Prior background in supporting enterprise clients.
  • Strong problem-solving abilities.
  • Proficiency in command-line usage.
  • Hands-on experience with APIs and troubleshooting.
  • Knowledge of client-server architecture for websites and web apps.
  • Familiarity with virtualization platforms like VMware ESX, KVM, AWS, Azure.
  • Previous Linux system administration and tool experience (e.g., Docker, systemd, openssl).
  • Debugging skills using stack traces and log files.
  • Passion for engaging with customers and comprehending their needs.
  • Excellent verbal and written communication skills.

Bonus:

  • Background in handling extensive customer accounts.
  • Prior exposure to GitHub Enterprise Server or Cloud instances.
  • Knowledge of Git and GitHub.
  • Experience with helpdesk tools like Zendesk.
  • Capability to review and understand code (Ruby / Bash / Go).
  • Understanding of Ruby on Rails.
  • Former role as a Linux System Administrator.
  • Previous work in on-site consulting or professional services.

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