Technical Support Engineer – Level 2

About the role

Influx is seeking a Level‑2 Technical Support Engineer to join its Nairobi team. The role involves troubleshooting complex backend issues, applying configuration changes, and acting as a bridge between clients and internal engineering teams.

Key responsibilities

• Execute pre‑approved fix procedures such as service restarts, merge request merges, storage management and capacity adjustments.
• Analyze system logs and use Python scripts to diagnose failures and identify work‑arounds.
• Apply controlled configuration changes in GitLab/GitHub and Kubernetes environments while respecting reversible and non‑reversible actions.
• Collaborate with Engineering, QA, Infrastructure and Product teams to confirm defects and provide detailed escalation evidence.
• Communicate technical concepts to clients, manage expectations and deliver empathetic solutions.
• Document incidents and manage tickets in modern ticketing tools following incident and change management processes.

Required profile

• Minimum 3 years of experience in technical support, systems engineering, DevOps or software development.
• Strong written and spoken English with the ability to work a 24/7 staggered schedule.
• Proven ability to work independently and collaborate across functions.

Required skills

• Proficiency in Python scripting.
• Hands‑on experience with GitLab or GitHub.
• Experience managing Kubernetes clusters.
• Solid understanding of cloud infrastructure, networking and system architecture.
• Ability to analyze logs and understand live database environments.