Technical Support Agent – API & E‑commerce

About the role

We are looking for a Technical Support Agent to join Influx. Inc’s Nairobi team. You will be the first line of assistance for customers using our e‑commerce SaaS platform, handling API‑related issues and ensuring smooth integrations.

Key responsibilities

• Respond to customer inquiries via email, chat and other channels.
• Troubleshoot and resolve API errors and debugging issues on platforms such as Shopify and Stripe.
• Retrieve and analyse request payloads to pinpoint root causes of failures.
• Log, prioritize and manage support tickets with high accuracy.
• Collaborate with engineering teams to identify underlying problems and suggest fixes.
• Contribute to internal knowledge bases and update support documentation.

Required profile

• Educational background in Information Technology, Software, Systems or Computer Science.
• Proven experience in technical support, preferably with API troubleshooting.
• Experience in a SaaS support environment is highly beneficial.
• Familiarity with the Shopify ecosystem or other e‑commerce platforms is desirable.

Required skills

• API troubleshooting and debugging.
• Understanding of SaaS support processes.
• Knowledge of Shopify and Stripe integrations.
• Payload analysis for failed requests.
• Ticketing system management.