Technical Support Engineer – Nairobi, Kenya | Savannah Informatics

Technical Support Engineer – Nairobi, Kenya | Savannah Informatics

Position Title: Technical Support Engineer

Location: Nairobi, Kenya (On-site)

Employment Type: Full-Time, Junior Level Hire

Salary Range: KES 55,000 – KES 79,000 per month (With Applicable Bonus)

Application Deadline: Rolling Applications – Apply Now

About Savannah Informatics

At Savannah Informatics, we are a leading Kenyan e-Health software company, founded by clinicians and finance specialists with the goal of transforming the East African healthcare sector. Our solutions are rooted in interoperability, connectedness, and efficiency, aiming to deliver better healthcare outcomes for patients and providers across the region.

Our team, composed of medical doctors, project managers, and software engineers, works collaboratively to solve the most pressing challenges in healthcare delivery. We partner with organizations to pioneer cutting-edge technology solutions that drive efficiency, quality care, and sustainability. If you’re passionate about transforming healthcare through technology, we’d love to have you on board.

Job Summary

We are seeking a Technical Support Engineer who will serve as the first point of contact for customers reporting service incidents or technical requests to our Service Desk or Contact Center. You will take ownership of customer issues, classify them by skill tier, and resolve them quickly or escalate them to the appropriate engineering team.

Your main responsibility will be to ensure a seamless and positive experience for customers by providing timely, effective, and professional technical support. Your troubleshooting skills will be critical in diagnosing complex technical problems, whether they involve configuration, database management, or even code-level issues.

Key Responsibilities

• Customer Interaction: Serve as the primary point of contact for customers reporting issues or incidents through the Contact Center or Service Desk.
• Timely Response: Provide prompt, professional responses to customer inquiries, ensuring customer satisfaction.
• Incident Classification: Classify incidents based on their complexity and resolve or escalate them to the relevant engineering team when necessary.
• Root Cause Analysis: Investigate issues thoroughly by reviewing source code, databases, and system logs to identify root causes and develop effective solutions.
• Incident Ownership: Maintain full ownership of the incident lifecycle, providing customers with regular updates until the issue is resolved.
• Knowledge Base Contribution: Document troubleshooting steps and solutions, contributing to the company’s knowledge base for future reference.
• Product Knowledge Development: Continuously expand your knowledge of our products to provide more effective support and resolve customer issues quickly.
• Cross-Functional Collaboration: Work closely with customer experience teams, software engineers, and other departments to ensure seamless customer support.

Required Skills and Qualifications

• Technical Proficiency: Knowledge of programming languages such as Python/Django or Golang for debugging and troubleshooting purposes.
• Database and Networking Understanding: Solid understanding of software systems, databases, and networking principles.
• Version Control: Familiarity with Git version control concepts to manage and collaborate on code changes effectively.
• Customer-Centric Mindset: A strong focus on delivering exceptional customer support and resolving technical issues promptly.
• Remote Assistance Expertise: Experience with remote desktop tools like TeamViewer, Remote Desktop Protocol (RDP), and VNC.
• Ticketing System Experience: Hands-on experience with ticketing systems such as Jira, ServiceNow, or Zendesk for managing incidents.
• Attention to Detail: Ability to accurately diagnose issues and document technical solutions comprehensively.
• Multitasking Capability: Competence in handling multiple incidents simultaneously, prioritizing based on urgency and impact.
• Problem-Solving Aptitude: A drive to investigate and identify the root causes of technical problems and develop effective solutions.

Desired Traits

• Quick Learner: Ability to pick up complex systems and technologies quickly.
• Curiosity and Initiative: An interest in understanding complex technical problems and proactive in proposing solutions.
• Collaborative Nature: Willingness to work in cross-functional teams to improve customer experiences.

Why Join Savannah Informatics?

• Innovative Mission: Be a part of a company that is transforming Kenya’s healthcare sector through technology.
• Growth Opportunities: We offer career advancement opportunities to motivated individuals who are eager to learn and grow within the company.
• Positive Work Environment: Join a team that values open communication, feedback, and team collaboration.
• Competitive Salary: A market-competitive salary and performance-based bonuses.
• Health Benefits: Access to comprehensive health and medical benefits.

Application Process

We welcome applications from motivated individuals who believe they meet the qualifications and are eager to join a dynamic team. If you’re ready to take on this exciting challenge, apply now at: Savannah Informatics Careers.

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At Savannah Informatics, we are committed to fostering an inclusive work environment. We celebrate diversity and are proud to be an equal opportunity employer. We do not discriminate on the basis of race, religion, gender, sexual orientation, or any other characteristic protected by law.

Savannah Informatics looks forward to receiving your application!