Technical Support Agent (L2)

About the role

Influx Inc is seeking a Level‑2 Technical Support Agent to join its Nairobi team. The role involves troubleshooting complex system issues, executing predefined fixes, and collaborating with engineering and product teams to ensure service reliability.

Key responsibilities

• Perform pre‑approved fix procedures such as service restarts, merge request merges, storage management and capacity adjustments.
• Analyse system logs and use Python scripting to diagnose backend failures and identify root causes.
• Operate within GitLab/GitHub and Kubernetes environments to apply controlled configuration changes.
• Collaborate with Engineering, QA, Infrastructure and Product teams to confirm defects and provide detailed escalation evidence.
• Communicate technical findings to clients, manage expectations and deliver clear solutions with empathy.
• Document and track incidents using modern ticketing tools following Incident, Change and Problem management processes.

Required profile

• Minimum 3 years of experience in technical support, systems engineering, DevOps or software development.
• Strong written and spoken English communication skills, verified by assessment.
• Ability to work a 24/7 staggered five‑day schedule, including day/night rotations, weekends and holidays.

Required skills

• Proficiency in Python programming and operational scripting.
• Hands‑on experience with GitLab or GitHub.
• Experience working with Kubernetes clusters.
• Solid understanding of cloud infrastructure, networking, system architecture and log analysis.