Job in Kenya
Senior Support Engineer
AI job insight
AI job insight
Senior Support Engineer role in Nairobi, Kenya, covering L2/L3 escalated incident resolution for parcel locker software, devices, and integrations. The position requires shift work within 08:00–00:00 support hours, including weekends and on-call for critical incidents, with strong emphasis on root cause diagnosis, hotfixes, and SLA-driven service restoration.
- Senior L2/L3 technical escalation role focused on production incident resolution
- Shift work with weekends and night/out-of-hours on-call for P1/P2 incidents
- Strong debugging focus across JS/TS/Python, REST APIs, SQL, and logs
Source BrighterMonday Kenya
Salary Not enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Similar jobs
More roles you may want to review before you leave.
Similar role
AI - QA Automation Engineer
Co-operative Bank · Nairobi
Full time · 2026-11-02
View job
Similar role
Senior Assistant Director, ICT
Kenya Medical Training College · Nairobi
Full time · 2026-11-02
View job
Similar role
Senior Lecturer - Dentist - AN- Scale -KMTC 6
Kenya Medical Training College · Nairobi
Full time · 2026-11-02
View job
CountyNairobiCityNairobiContractFull TimePosted2026-11-02Close dateNot specifiedExperience6 yearsSourceBrighterMonday Kenya
senior support engineerincident managementproduction supportdevopssrenairobishift workfull timesoftware and dataescalationsecurityinternship
AI summary
Senior Support Engineer role in Nairobi, Kenya, covering L2/L3 escalated incident resolution for parcel locker software, devices, and integrations. The position requires shift work within 08:00–00:00 support hours, including weekends and on-call for critical incidents, with strong emphasis on root cause diagnosis, hotfixes, and SLA-driven service restoration.
- Senior L2/L3 technical escalation role focused on production incident resolution
- Shift work with weekends and night/out-of-hours on-call for P1/P2 incidents
- Strong debugging focus across JS/TS/Python, REST APIs, SQL, and logs
- Owns technical fixes including hotfixes, workarounds, and patch deployment
- Leads post-incident reviews, problem management, and knowledge base updates
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- Required6+ years of relevant experienceThe job post includes a minimum experience signal.
- PreferredPractical evidence in security, internship, part_timeThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in NairobiThe vacancy is associated with this location.
- UnclearComfort with the Full Time contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Senior Support Engineer evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to KTSM Technologies Oy and the role in Nairobi.
- Add concrete examples related to security, internship, part_time, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from BrighterMonday Kenya; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- BrighterMonday Kenya
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Senior Support Engineer role in security, internship?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Nairobi under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research KTSM Technologies Oy before the interview.
Ask what the first priorities will be in the role and how success will be measured.
Similar jobs to consider
Use AI to apply better
After confirming the original source, use Career Assistant to check role fit, tailor your CV and prepare a cover letter or employer message.
Original source 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
Job Purpose
- Pick up escalated tickets from the Service Desk and react within SLA targets.
- Investigate production issues across application code, databases, APIs, logs and device
- Deliver approved fixes, hotfixes or workarounds to restore service.
- Deploy software updates and security patches following change management procedures.
- Give the Service Manager regular status updates during major incidents.
- Hand over open incidents at shift change with a written summary.
- Lead technical post-incident reviews for all incidents: timeline, root cause, impact and
- Track recurring issues as problem records and known errors, and drive approved permanent
- Provide technical input to monthly service reports and SLA exception analysis.
- Write and update knowledge base on Confluence.
- Shift work within standard support hours of 08:00–00:00, five days a week, according to a shift
- 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,
- During on-call, respond to a P1 alert and P2 alerts according to the SLA.
- 6+ years as a software developer, with at least 2 years supporting production systems (L2/L3
- 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
- Experience with IoT, embedded devices or self-service hardware (such as lockers or kiosks) an advantage.
- Clear written and spoken English.
- 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
- Pick up escalated tickets from the Service Desk and react within SLA targets.
- Investigate production issues across application code, databases, APIs, logs and device
- Deliver approved fixes, hotfixes or workarounds to restore service.
- Deploy software updates and security patches following change management procedures.
- Give the Service Manager regular status updates during major incidents.
- Hand over open incidents at shift change with a written summary.
- Lead technical post-incident reviews for all incidents: timeline, root cause, impact and
- Track recurring issues as problem records and known errors, and drive approved permanent
- Provide technical input to monthly service reports and SLA exception analysis.
- Write and update knowledge base on Confluence.
- Shift work within standard support hours of 08:00–00:00, five days a week, according to a shift
- 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,
- During on-call, respond to a P1 alert and P2 alerts according to the SLA.
- 6+ years as a software developer, with at least 2 years supporting production systems (L2/L3
- 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
- Experience with IoT, embedded devices or self-service hardware (such as lockers or kiosks) an advantage.
- Clear written and spoken English.
- 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
Source and provenanceSource: BrighterMonday Kenya. Last checked: 2026-11-02.Kazi Connect is a job discovery service, not the employer. Always confirm the vacancy at the original source.Summaries may be AI-assisted. Report inaccurate content.
Never pay to apply. Always confirm the original source and watch for payment requests, sensitive document requests, or unrealistic promises.