Product Support Engineer at Koko Networks

Your Role

• As we expand within and outside Kenya, we are looking for experienced Product Support Engineers to help investigate, triage, and resolve problems, allowing KOKO to deliver stellar performance to its customers. You will work closely with users of KOKO technology as well as technical teams to ensure problems are resolved within agreed SLAs. In this position, you’ll have the opportunity to add value across KOKO's entire product suite.

What You Will Do

• Take ownership of complex technical issues
• Research diagnose, troubleshoot, and triage problems and identify solutions to resolve them
• Collaborate with distributed teams of developers, quality engineers, and product managers
• Understand the product/technical roadmap and manage the impact of changes
• Work closely with Quality Engineering and SRE teams to facilitate releases and continuous deployment.
• Help define and manage procedures for proper escalation of issues to the appropriate internal teams.
• Track reported issues and provide regular reports to stakeholders according to agreed SLAs
• Make use of and build a product support knowledgebase
• KOKO’s current technology stack includes (but is not limited to) AWS, Docker, Terraform, Jenkins, CircleCI, Ansible, Python, Flask, Vue.js, Postgres, Kotlin, Java, Firebase, C++, Celery, Message Queues, Odoo ERP, Git

What You Will Bring to KOKO

• Two or more years of experience working as a product support engineer.
• Ability to write Python and shell scripting as well as SQL/PostgreSQL.
• Good understanding of AWS and Cloudwatch in particular.
• Knowledge of monitoring and alerting best practices.
• Deployment and Monitoring experience with cloud services such as AWS.
• Working knowledge of Linux operating systems, networking, and databases.
• Experience with event-driven systems and message queues.
• Strong analytical and root cause analysis skills
• Fast learner, able to adapt to situations and work in fast-paced environments with a never give up attitude.
• Strong communicator, both written and verbal, who is calm and decisive under pressure.
• Sound understanding and adherence to SDLC processes and practices.
• Prior experience working with Agile/Scrum in a team environment.