Responsibilities

• Response and Resolution
• Reviews issues and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.
• Handles customer issues through collaboration, resolution, or escalation. Documents technical work and research.
• Analyzes problems and develops solutions to meet customer needs using log analysis and other proprietary tools.
• Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.

Readiness

• Attends readiness trainings and non-technical trainings to ensure that they become proficient in support topics.
• Product/Process Improvement
• Provides feedback to improve products to more senior engineers or technical advisors.
• Identifies potential defects and escalates to more senior engineers to resolve.
• Uses available tools to deliver solutions for customer issues of limited scope.
• Follows processes provided by the business.
• Attends case triage meetings and/or case discussions to collaborate and share ideas to resolve problems.
• Other Embody our culture and values

Required Qualifications

• Must be pursuing a Bachelor’s or Master’s Degree in Computer Science, Information Technology (IT), or related field
• Must have at least one additional quarter/semester of school remaining following the completion of the student worker program.
• Fluency in English.
• You must be legally authorised to work in Kenya to be eligible for this role. (Legally authorised = has citizenship or has been granted a valid visa or work permit)

Preferred Qualifications

• Microsoft Technology Certifications.