Senior Support Engineer - Parcel Locker Systems

About the role

The Senior Support Engineer works in the Service & Support Team in Nairobi, reporting to the Service Support Team Lead. The role covers Level 2 (investigation and remediation) and Level 3 (advanced technical escalation) for parcel locker software, devices and integrations. It is shift work within 08:00-00:00 support hours, including weekends, with night and out-of-hours on-call for critical incidents.

Key responsibilities

• Pick up escalated tickets from the Service Desk and react within SLA targets
• Investigate production issues across application code, databases, APIs, logs and device communication to find root cause
• Deliver approved fixes, hotfixes or workarounds and deploy software updates and security patches following change management procedures
• Give the Service Manager regular status updates during major incidents and hand over open incidents at shift change with a written summary
• Lead technical post-incident reviews and track recurring issues as problem records and known errors
• Provide technical input to monthly service reports and SLA exception analysis, and write and update the knowledge base on Confluence

Required profile

• 6+ years as a software developer, with at least 2 years supporting production systems (L2/L3 support, DevOps or SRE)
• Working knowledge of incident, problem and change management; ITIL familiarity is an advantage
• Experience with IoT, embedded devices or self-service hardware (lockers or kiosks) is an advantage
• Clear written and spoken English

Required skills

• Debugging of backend code (JS/TS/Python), REST APIs, SQL databases and log analysis
• GCP, Cloud Logging and CI/CD pipelines
• Deployment of hotfixes