SaaS Technical Support Engineer at Angaza

As a Technical Support Engineer at Angaza, you will play a crucial role in ensuring our customers and partners can operate their businesses seamlessly using our products. You will be responsible for diagnosing and resolving technical issues, providing timely support to our customers, and collaborating with various teams to enhance our product offerings. Your work will directly impact the satisfaction and success of our global customer base. 
This role is based in Nairobi, Kenya and will report to the Manager of SaaS Support.
Responsibilities

• Provide prompt and efficient technical support to customers via helpdesk software and emails. 
• Guide customers with custom API integration through our public-facing API endpoints.
• Collaborating with cross-functional teams, such as product development and customer success, to ensure effective communication and timely resolution of customer issues.
• Serve as an escalation point for complex customer issues and provide guidance and support to the team in resolving them.
• Troubleshoot complex technical issues, coordinating with engineering teams to refine features and enhance user experiences.
• Monitoring common technical support questions and identifying ways for handling those support requests at scale.
• Assist with keeping internal and customer-facing support documentation up to date.
• Work closely with the engineering and product teams to relay customer feedback and contribute to product improvements. 
• Participate in regular rotations for on-call coverage, providing emergency support as needed.

Required Skills, Attributes & Experience

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 2-3 years of experience in providing technical support as a service, or quality assurance.
• Familiarity with database management and SQL queries.
• Experience with Postman and Zapier.
• Experience with helpdesk software, such as Zendesk.
• Familiarity with project management tools such as Linear, or Jira.
• Strong problem-solving skills and the ability to prioritize tasks effectively.
• Excellent written and verbal communication skills.
• Ability to work collaboratively in a team-oriented environment.
• Familiarity with Git & Github is a plus.
• Experience with AWS is a plus.