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Seniority (Information technology, software development, data)
© Fuzu Ltd
KTSM Technologies Oy
Computers + 1 more
Senior Support Engineer
Only on Fuzu
Description
Job Description: Senior Support Engineer
Department: Service & Support Team
Reports to: Service Support Team Lead
Location: Nairobi, Kenya
Working pattern: Shift work within 08:00–00:00 support hours, including weekends, with night and outof-hours on-call for critical incidents
Role overview
The Senior Support Engineer is a seasoned developer who takes over incidents on the Service Desk. The role covers Level 2 (investigation and remediation) and Level 3 (advanced technical escalation) in the organizations escalation path, for parcel locker software, devices and integrations.
The role owns the technical fix: diagnosing root cause in code, logs and data, applying hotfixes and workarounds, and restoring service within SLA targets.
Key duties
Escalated incident resolution
• Pick up escalated tickets from the Service Desk and react within SLA targets.
• Investigate production issues across application code, databases, APIs, logs and device
communication to find root cause.
• Deliver approved fixes, hotfixes or workarounds to restore service.
• Deploy software updates and security patches following change management procedures.
Escalation and communication
• Give the Service Manager regular status updates during major incidents.
• Hand over open incidents at shift change with a written summary.
Problem management and improvement
• Lead technical post-incident reviews for all incidents: timeline, root cause, impact and
preventive actions.
• Track recurring issues as problem records and known errors, and drive approved permanent
fixes.
• Provide technical input to monthly service reports and SLA exception analysis.
• Write and update knowledge base on Confluence.
Working hours and on-call
• Shift work within standard support hours of 08:00–00:00, five days a week, according to a shift
roster.
• Weekend shifts and work outside standard hours when the roster or an incident requires it.
• Night and out-of-hours on-call for P1 (Critical) and P2 incidents, such as complete loss of service,
critical production failure or security incidents.
• During on-call, respond to a P1 alert and P2 alerts according to the SLA.
Qualifications and experience
• 6+ years as a software developer, with at least 2 years supporting production systems (L2/L3
support, DevOps or Site Reliability Engineering).
• Strong debugging skills across backend code (JS/TS/Python), REST APIs, SQL databases and log analysis.
• Hands-on experience with GCP, Cloud Logging, CI/CD pipelines and safe deployment of hotfixes.
• Working knowledge of incident, problem and change management; ITIL familiarity an
advantage.
• Experience with IoT, embedded devices or self-service hardware (such as lockers or kiosks) an advantage.
• Clear written and spoken English.
Key attributes
• Sharp and calm under pressure, especially during night-time critical incidents.
• Takes ownership of an issue until service is restored.
• Thorough in documentation and handovers.
• Works well in an international, remote team across time zones
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