Technical Support Agent - SaaS & Integrations

About the role

Influx. Inc is looking for a Technical Support Agent to join its Nairobi team. You will be the first point of contact for customers experiencing issues with email and calendar integrations across multiple platforms.

Key responsibilities

• Troubleshoot technical problems involving Gmail, Outlook, Apple Mail/iCloud, calendars and related platform integrations.
• Identify root causes across systems, permissions, authentication and synchronization settings.
• 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 tickets, resolve independently and escalate 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 Gmail, Outlook, Apple Mail/iCloud and calendar tool integrations.
• Strong logical reasoning and problem‑solving abilities.

Required skills

• Gmail
• Outlook
• Apple Mail
• iCloud
• Calendar integration troubleshooting
• SaaS platform integration
• Account configuration, permissions and authentication
• Technical documentation