Technical Support Engineer (Level 2)

About the role

We are looking for a Level‑2 Technical Support Engineer to join our Nairobi team. The role involves troubleshooting complex system issues, applying fixes in GitLab and Kubernetes environments, and communicating solutions to clients.

Key responsibilities

• Execute pre‑approved fix procedures such as service restarts, merge request merges, storage management and capacity adjustments.
• Analyse system logs and use Python scripts to diagnose backend failures and identify root causes.
• Operate directly within GitLab and Kubernetes to apply controlled configuration changes 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 support.
• Manage tickets and incidents using modern ticketing tools, following Incident, Change and Problem Management frameworks.
• Document investigations, root causes, workarounds and create knowledge‑base articles.
• Continuously improve support processes and monitoring practices.

Required profile

• Minimum 3 years of experience in technical support, systems engineering, DevOps or software development.
• Strong understanding of cloud infrastructure, networking, system architecture and log analysis.
• Excellent written and spoken English, verified by assessment.
• Ability to work a 24/7 staggered schedule with day/night rotations, weekends and holidays.
• Demonstrated awareness of reversible vs non‑reversible actions in live database environments.

Required skills

• Python programming and scripting.
• GitLab and GitHub repository management.
• Kubernetes cluster operations.
• Cloud infrastructure administration.
• Networking and system architecture fundamentals.
• Log analysis and troubleshooting.