Technical Support Engineer at Zeraki

Kenya
Permanent
Full-time

30 days ago

Zeraki is all about using technology to solve some of the toughest challenges encountered in providing quality education in Africa. Our cutting edge solutions, provide insights that enable informed decision making, provide access to quality instruction and take the stress out of everyday administrative tasks.Technical Support EngineerAbout the RoleTechnical Support Engineers are the first line of defence for our users, debugging tricky issues, building automations to streamline workflows, and ensuring every interaction with our product(s) is smooth and impactful. You’ll partner closely with our customer experience, product, and engineering teams to champion the voice of the customer and shape how technical support scales.Responsibilities:

Provide in-depth technical support via issue tracker tickets and Teams messages, resolving complex user-reported issues and ensuring high-quality end-user interactions.
Debug, reproduce, and troubleshoot software bugs and usability problems.
Partner with our Customer Experience, Product, and Engineering teams to escalate critical issues and feed insights into our technical roadmap.
Provide IT hardware and software support to internal users (for example, software installation, patching of outdated software)
Maintain and expand user-facing product documentation and internal knowledge bases to empower both customers and internal users.
Design and build internal tools and automations to scale support operations.

Requirements:

Experience in technical support, software engineering, or a related technical role.
Strong understanding of software development workflows; experience with IDEs, LLMs, and building with AI.
Strong debugging skills and a passion for digging deep into technical problems.
Clear, concise communication skills to explain complex concepts to technical and non-technical audiences.
Self-starter with curiosity, creativity, and a bias for action.

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