Technical Support Agent (Tier 2)

About the role

Influx Inc is seeking a Technical Support Agent (Tier 2) to join its Nairobi team. The role involves providing advanced troubleshooting and resolution for complex technical issues within high‑compliance environments, ensuring service continuity for our clients.

Key responsibilities

• Diagnose and resolve L2 technical incidents, executing pre‑approved fix procedures such as service restarts, merge requests, and capacity adjustments.
• Analyse system logs and use Python scripts to identify root causes and develop work‑arounds.
• Operate directly in GitLab/GitHub and Kubernetes environments to apply controlled configuration changes.
• Collaborate with Engineering, QA, Infrastructure and Product teams to confirm defects and escalations.
• Communicate technical findings to clients with empathy, managing expectations and delivering clear solutions.
• Maintain accurate ticket records following Incident, Change and Problem Management frameworks.

Required profile

• Minimum 3 years of technical experience in support, systems engineering, DevOps or software development.
• At least 1 year in an L2 support role within a regulated sector (e.g., banking, government, aviation).
• Excellent written and spoken English.
• Full flexibility to work a 24/7 staggered five‑day schedule, including nights, weekends and holidays.

Required skills

• Proficiency in Python scripting.
• Hands‑on experience with GitLab or GitHub.
• Strong knowledge of Kubernetes.
• Understanding of cloud infrastructure, networking, system architecture and log analysis.