Technical Support Agent – SaaS & Integrations

About the role

We are looking for a Technical Support Agent to join our SaaS team in Nairobi. You will help customers resolve email and calendar integration issues across Gmail, Outlook, Apple Mail and iCloud.

Key responsibilities

• Troubleshoot technical problems involving Gmail, Outlook, Apple Mail/iCloud, calendars and platform integrations.
• Identify root causes across systems, investigate account settings, permissions, authentication and synchronization issues.
• Guide customers through steps such as disconnecting/reconnecting accounts, updating settings and re‑authenticating integrations.
• Provide clear voice and written support to users with varying technical knowledge.
• Research and resolve unfamiliar issues using documentation, internal resources and videos.
• Document troubleshooting steps and resolutions accurately.
• Take ownership of issues, escalating to engineering only when necessary.

Required profile

• C1 level English proficiency with excellent spoken and written communication.
• Diploma or degree in IT, Information Systems, Computer Science or a related field.
• Previous technical support experience, preferably in a SaaS or software environment.
• Understanding of how Gmail, Outlook, Apple Mail/iCloud and calendar tools integrate and synchronize.
• Strong logical reasoning and problem‑solving abilities.
• Confidence delivering voice support and explaining technical concepts without jargon.

Required skills

• Gmail
• Outlook
• Apple Mail
• iCloud
• Calendar integration
• Email synchronization
• Account configuration
• Authentication management
• Permissions handling
• SaaS support