Engineer - Enterprise Customer Support

About the role

The Enterprise Customer Support Engineer will ensure that high‑value corporate clients experience uninterrupted service by managing and resolving escalated technical incidents. Working within Safaricom’s Enterprise Support team in Nairobi, you will act as the primary technical liaison for enterprise customers and partners.

Key responsibilities

• Own and resolve escalated enterprise support tickets, meeting defined SLAs.
• Perform second‑level diagnostics and troubleshooting across network and IT environments.
• Provide clear status updates and communicate incident progress to customers and internal stakeholders.
• Collaborate with partners and special projects to drive incident resolution.
• Document resolutions and contribute to knowledge‑base articles.

Required profile

• Diploma in a relevant technical field.
• Minimum of 1 month of experience in technical or customer support.
• Strong analytical and problem‑solving abilities.
• Excellent communication skills for interacting with enterprise clients.

Required skills

What we offer

• Competitive benefits package.
• Opportunity to work with Kenya’s leading telecom provider.
• Professional development within a dynamic enterprise support team.