Offer summary

Qualifications:

Bachelor's degree in Computer Science, Information Technology, or a related field., 2-3 years of experience in technical support or quality assurance., Familiarity with database management, SQL queries, and helpdesk software like Zendesk., Strong problem-solving skills and excellent communication abilities..

Key responsabilities:

Provide technical support to customers via helpdesk software and emails.

Guide customers with API integration and troubleshoot complex technical issues.

Collaborate with cross-functional teams to resolve customer issues and enhance product offerings.

Maintain support documentation and participate in on-call coverage for emergency support.

Job description

About Angaza
Angaza creates the technology that enables businesses to streamline the sale of life-changing products to people in emerging markets. The Angaza platform redefines how products like solar home systems and entry-level smartphones are purchased. By enabling distributors to offer incremental payment plans to consumers without access to traditional banking, Angaza makes it possible for over 35 million people around the world to affordably acquire transformative products and devices.

Role Summary
As a Technical Support Engineer at Angaza, you will play a crucial role in ensuring our customers and partners can operate their businesses seamlessly using our products. You will be responsible for diagnosing and resolving technical issues, providing timely support to our customers, and collaborating with various teams to enhance our product offerings. Your work will directly impact the satisfaction and success of our global customer base.

This role is based in Nairobi, Kenya and will report to the Manager of SaaS Support.

Responsibilities

Provide prompt and efficient technical support to customers via helpdesk software and emails.
Guide customers with custom API integration through our public-facing API endpoints.
Collaborating with cross-functional teams, such as product development and customer success, to ensure effective communication and timely resolution of customer issues.
Serve as an escalation point for complex customer issues and provide guidance and support to the team in resolving them.
Troubleshoot complex technical issues, coordinating with engineering teams to refine features and enhance user experiences.
Monitoring common technical support questions and identifying ways for handling those support requests at scale.
Assist with keeping internal and customer-facing support documentation up to date.
Work closely with the engineering and product teams to relay customer feedback and contribute to product improvements.
Participate in regular rotations for on-call coverage, providing emergency support as needed.

Required Skills, Attributes & Experience

Bachelor's degree in Computer Science, Information Technology, or a related field.
2-3 years of experience in providing technical support as a service, or quality assurance.
Familiarity with database management and SQL queries.
Experience with Postman and Zapier.
Experience with helpdesk software, such as Zendesk.
Familiarity with project management tools such as Linear, or Jira.
Strong problem-solving skills and the ability to prioritize tasks effectively.
Excellent written and verbal communication skills.
Ability to work collaboratively in a team-oriented environment.
Familiarity with Git & Github is a plus.
Experience with AWS is a plus.

To Apply
Please submit any materials supporting your candidacy using the form below, and complete any required application questions.

Other Details
Angaza is a for-profit company with headquarters in Nairobi and San Francisco.
Kenyan employees receive salary and competitive benefits that include:
- Company-sponsored private medical plan
- Pension plan with company contribution
- Flexible scheduling and time off policies
- Knowledge that you're making a positive impact on the world every day you come to work!

Our Commitment to DEI
At Angaza, we evaluate all candidates on the basis of their ability to meet stated job requirements. We do not discriminate against candidates on the basis of sex, gender, marital status, religion, nationality, or other personal characteristics. In keeping with our commitment to supporting a safe and inclusive workplace, we strongly encourage candidates from traditionally underrepresented backgrounds to apply.

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