Technical Support Engineer (Security Solutions)

About the role

Suprema Inc. is seeking a Technical Support Engineer to join its Nairobi team. You will be the first line of assistance for customers using Suprema’s access control and security solutions, helping them resolve technical issues quickly and efficiently.

Key responsibilities

• Provide technical assistance via phone, email and ticketing systems.
• Diagnose and troubleshoot hardware, software and network problems.
• Guide customers through configuration, installation and setup of security products.
• Escalate complex cases to senior engineers when required.
• Maintain accurate documentation of support cases and produce technical reports.
• Contribute to internal knowledge‑base articles.
• Collaborate with sales and implementation teams to ensure successful deployments.

Required profile

• Strong technical support and troubleshooting abilities for hardware, software and networking.
• Analytical mindset to interpret logs and identify root causes.
• Excellent customer service skills and professional communication.
• Experience with access control, biometric or physical security solutions is a plus.
• Familiarity with Windows and Linux environments and basic networking concepts (TCP/IP, firewalls, VPN).
• Ability to work on‑site, manage multiple cases and prioritize tasks in a fast‑paced environment.
• Diploma or degree in Computer Science, IT, Engineering or equivalent practical experience.

Required skills

• Windows operating system
• Linux operating system
• TCP/IP networking
• Firewalls
• VPN
• Access control systems
• Biometric authentication
• Ticketing systems
• Hardware troubleshooting
• Software troubleshooting
• Network troubleshooting