Technical Support Agent (L2)

Overview

We are looking for a skilled Technical Support Agent with significant experience to join our team in Kenya. The role involves delivering expert technical support, performing in-depth analyses of intricate system behaviors, and ensuring customers receive outstanding service.

Key Responsibilities

• Perform technical troubleshooting and implement approved remedial steps such as restarting services, merging code via Merge Requests, managing storage, and adjusting resources within defined protocols.
• Investigate complex logs and code using Python scripting to diagnose backend failures, analyze errors, and identify root causes or viable alternatives.
• Operate within GitLab and Kubernetes platforms, managing configuration changes cautiously while distinguishing reversible from irreversible database modifications.
• Work collaboratively across Engineering, QA, Infrastructure, and Product teams to validate product defects and escalate issues with comprehensive technical documentation.
• Communicate effectively with clients to clarify complicated technical issues, set realistic expectations, and deliver clear solutions with empathy.
• Manage incident tickets and workflows using contemporary tracking tools, adhering to Incident, Change, and Problem Management standards.
• Document investigations, root causes, workarounds, and knowledge base articles, refining support procedures and monitoring strategies to improve team performance.

Requirements

• At least 3 years of relevant experience in Technical Support Engineering, Systems Engineering, DevOps, or Software Development; appreciable coding projects or internships may substitute for formal experience.
• Proficiency in Python programming and scripting for operational tasks.
• Solid hands-on experience with GitLab (or GitHub) and Kubernetes environments.
• Strong knowledge of cloud infrastructure, networking, system architecture, and log diagnostics.
• Understanding of live database environments, including awareness of reversible versus irreversible actions.
• Fluent English communication skills, verified via assessment.
• Availability to work flexible 24/7 shifts including day/night rotations, weekends, and public holidays.
• Preferred qualifications include knowledge of Computer Vision or Machine Learning platforms, plus familiarity with enterprise monitoring tools like Grafana, Datadog, and ITSM frameworks.

What We Provide

• Remote work options (work from home).
• Supportive and collaborative workplace culture that values work-life balance.
• Global client engagements with demanding excellence standards.
• Internationally diverse team environment.
• Comprehensive training to equip team members with necessary expertise.
• Opportunities to learn and collaborate with high-performing colleagues in a dynamic environment.

Work Culture and Values

• Respect and treat others as you want to be treated.
• Follow through on commitments with actions, not just words.
• Prioritize listening to understand others.
• Base decisions and discussions on facts.

Additional Information

• Employment is full-time, requiring 44 hours weekly.
• This position is available solely to applicants from Kenya, India, and Indonesia.
• Official recruitment communication will only come from email addresses ending with @influx.com.
• Applicants are never required to pay any fees at any point in the recruitment process.