Remote Roles at Influx

About the role:

• We are seeking a dedicated and experienced Technical Support Agent to join our team. In this role, you will play a vital part in providing advanced technical support, performing deep-dive investigations into complex system behavior, and ensuring an exceptional standard of customer satisfaction.
• As a technical agent, you will bridge the gap between our customers, Engineering, QA, Infrastructure, and Product teams, translating complex technical challenges into clear solutions and actionable engineering insights.

Key Responsibilities

• Technical Analysis & Troubleshooting: Execute pre-approved fix procedures, including service restarts, Merge Request (MR) merges, storage management, and capacity adjustments within documented guidelines.
• Log & Code Investigation: Analyze complex system logs and leverage Python scripting to diagnose backend failures, evaluate system errors, and identify root causes or workarounds.
• Platform Operations: Operate directly within GitLab and Kubernetes environments to apply controlled configuration changes while respecting boundaries between reversible and non-reversible database actions.
• Escalation & Cross-Functional Collaboration: Collaborate closely with Engineering, QA, Infrastructure, and Product teams. Work on confirming product defects and escalate issues with complete technical evidence and diagnostic findings.
• Client & Expectation Management: Communicate directly with clients to explain complex technical concepts, manage expectations, and provide clear, concise solutions with a high level of customer empathy.
• Ticket & Incident Workflow: Efficiently manage, track, and document issues in modern ticketing tools following standard Incident, Change, and Problem Management frameworks.
• Documentation & Process Improvement: Document investigations, root causes, workarounds, and knowledge-base articles. Continuously refine support processes, guidelines, and monitoring practices to elevate team efficiency.

Requirements & Qualifications

• Technical Experience: 3+ years of technical experience in Technical Support Engineering, Systems Engineering, DevOps, or Software Development. (Demonstrated coding projects, internships, or technical portfolio work welcomed in place of strict corporate tenure).
• Programming & Scripting: Demonstrated proficiency in reading, writing, and executing Python code and general operational scripting.
• Mandatory Tooling: Hands-on experience navigating and executing tasks within GitLab (or GitHub) and Kubernetes environments.
• System Administration: Strong foundation in cloud infrastructure, networking, system architecture, and log analysis.
• Risk & Action Awareness: Demonstrated understanding of live database environments and the critical difference between reversible and non-reversible system actions.
• Communication & Roster: Excellent written and spoken English skills (verified via assessment). Full flexibility to work a 24/7 staggered 5-day schedule (day/night rotations, weekends, and holidays).

Nice-to-Haves / Bonus Points

• Experience supporting Computer Vision or Machine Learning platforms.
• Exposure to enterprise monitoring tools (e.g., Grafana, Datadog) and ITSM frameworks (Incident/Change Management).

What we offer:

• Work from home (WFH) arrangement.
• A supportive, collaborative, and high-performance environment at work that supports a life outside work.
• A set of international clients with high standards of excellence.
• An international team.
• Comprehensive training to equip you with the knowledge and skills necessary to excel in the role.
• Plenty of opportunities to learn from, and work with, high-performing colleagues in a fast-paced environment.

How We Operate / Our Values:

• Treat others as you would like to be treated
• Do what you say you’re going to do. Show, don’t tell
• Prioritize the listener
• Focus on the facts

go to method of application »

About the role:

• We are seeking a dedicated and experienced Technical Support Agent to join our team. In this role, you will play a vital part in providing advanced technical support, performing deep-dive investigations into complex system behavior, and ensuring an exceptional standard of customer satisfaction.
• As a technical agent, you will bridge the gap between our customers, Engineering, QA, Infrastructure, and Product teams, translating complex technical challenges into clear solutions and actionable engineering insights.

Key Responsibilities

• User & Access Operations: Handle front-line account issues, including Single Sign-On (SSO) login friction, user account creation, account activation, and password resets.
• Alert Triage & Log Analysis: Monitor system health dashboards, review system log outputs, and parse JSON alert payloads to distinguish true operational incidents from system noise.
• Connectivity & Environmental Checks: Perform initial triage on local camera outages, VPN connectivity issues, firewall settings, and browser permission configurations.
• Incident Escalation & Handoffs: Write clear, structured handoff notes and incident observations to escalate complex issues seamlessly to L2 engineers and distributed regional teams.
• Runbook Adherence: Operate with high precision strictly within predefined standard operating procedures (SOPs) and read-only guidelines.

Requirements & Qualifications

• Technical Aptitude: Degree, diploma, or practical project experience in IT, Computer Science, System Administration, or a related field.
• Log & Alert Parsing: Demonstrated ability to read system logs and parse JSON alert outputs.
• Communication: Exceptional written and spoken English skills, with the ability to write concise technical summaries (verified via assessment).
• Attention to Detail: Meticulous process discipline with the ability to triage concurrent alerts accurately without making unauthorized system changes.
• Roster Flexibility: Full commitment to a 24/7 staggered 5-day work schedule (44 hours/week), including weekend shifts, public holiday coverage, and rotational days off during the week. Minimum 6-month commitment to the role.

Nice-to-Haves / Bonus Points

• Python Skills: Experience reading and writing Python code.
• Experience in an IT Helpdesk, Network Operations Center (NOC), or B2B SaaS support role.
• Familiarity with ticketing platforms (e.g., Zendesk) and monitoring dashboards.

What we offer:

• Work from home (WFH) arrangement.
• A supportive, collaborative, and high-performance environment at work that supports a life outside work.
• A set of international clients with high standards of excellence.
• An international team.
• Comprehensive training to equip you with the knowledge and skills necessary to excel in the role.
• Plenty of opportunities to learn from, and work with, high-performing colleagues in a fast-paced environment.

How We Operate / Our Values:

• Treat others as you would like to be treated
• Do what you say you’re going to do. Show, don’t tell
• Prioritize the listener
• Focus on the facts

go to method of application »

About the Role

• As a Technical Support Agent, you will be the first point of contact for merchants, troubleshooting a wide range of complex issues within the e-commerce landscape. You will play a crucial role in diagnosing technical failures that are not immediately evident in a user interface.

In this role, you will:

• Respond to customer inquiries via email, chat, and other communication channels.
• Troubleshoot and resolve issues involving API debugging and web platforms (e.g., Shopify, Stripe).
• Retrieve and analyze payloads to identify root causes of failed requests.
• Thrive in a dynamic e-commerce landscape where product features, shipping rules, and customs requirements are subject to frequent changes.
• Log and manage support tickets with high accountability and attention to detail.
• Collaborate with engineering teams by identifying not just what is malfunctioning, but why.
• Contribute to internal knowledge bases and support documentation.

What You'll Need

Education & Background:

• Required: Educational background in Information Technology (focused on Software, Systems, or Computer Science rather than hardware).
• Required: Proven experience in technical support, specifically involving API troubleshooting and debugging.
• Experience in a SaaS support environment is highly beneficial.
• Familiarity with the Shopify ecosystem or other e-commerce platforms is highly desirable.

Technical Competencies:

• API Mastery: Proficiency with tools like Postman or Insomnia is essential for this role.
• Log Analysis: Ability to read system logs (e.g., New Relic) to extract insights.
• SQL Proficiency: Ability to run fundamental SQL queries for data diagnosis.
• E-commerce Knowledge: Familiarity with the Shopify ecosystem or shipping/customs APIs is a strong advantage.

Soft Skills:

• Excellent English communication (spoken and written).
• An empathetic, customer-first mindset.
• A "Truth Seeking" approach to investigating issues thoroughly.
• Strong working memory and the ability to build complex mental models of systems.

Work Environment and Setup

• Reliable and fast internet connection (30 Mbps minimum).
• A quiet and distraction-free workspace.
• Desktop/laptop with 8GB RAM minimum.

What We Offer

• Work from home (WFH) arrangement.
• A supportive, high-performance environment that values life outside work.
• Comprehensive training and exposure to international brands.
• Employment Type: Full-time only, 44 hours per week.
• Shift: Standard 9:00 AM US time (4 PM- 11 PM KE time), with the possibility of moving to a later shift.

How We Operate / Our Values:

• Treat others as you would like to be treated
• Do what you say you’re going to do. Show, don’t tell!
• Prioritize the listener
• Truth seeking