Technical Support Agent

About the role

We are looking for a Technical Support Agent to join Influx’s fast‑growing e‑commerce support team in Nairobi. You will help customers resolve technical issues related to APIs and web platforms such as Shopify and Stripe, ensuring a smooth experience for our SaaS products.

Key responsibilities

• Respond to customer inquiries via email, chat and other channels.
• Troubleshoot and debug API requests, analysing payloads to identify root causes.
• Support integrations with e‑commerce platforms (Shopify, Stripe) and other web services.
• Log and manage support tickets with detailed documentation.
• Collaborate with engineering teams to communicate issues and suggest improvements.
• Contribute to internal knowledge bases and support documentation.

Required profile

• Diploma or Associate’s degree in Information Technology, Software, Systems or Computer Science.
• At least 1 month of proven technical support experience, preferably in a SaaS environment.
• Experience troubleshooting APIs and familiarity with e‑commerce platforms.

Required skills

• API troubleshooting and debugging
• Payload analysis
• Shopify platform
• Stripe integration
• SaaS support environment
• CRM systems