Senior Support Engineer

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 KTSM 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