Senior Support Engineer

ABOUT THE COMPANY

Engages in investment activities, in connection with which the company may own, manage, sell, buy and lease shares and other securities, real estate and rights.

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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