Key job responsibilities

First and foremost this is a customer support role – in The Cloud.

• Support Engineer will be primarily responsible for solving customer’s cases through a variety of customer contact channels which include telephone, email, and web/live chat. You will apply advanced troubleshooting techniques to provide tailored solutions for our customers and drive customer interactions by thoughtfully working with customers to dive deep into the root cause of an issue.


• Apart from working on a broad spectrum of technical issues, an AWS Support Engineer may also coach/mentor new hires, develop & present training, partner with development teams on complex issues or contact deflection initiatives, participate in new hiring, write tools/script to help the team, or work with leadership on process improvement and strategic initiatives.


• Career development: We promote advancement opportunities across the organization to help you meet your career goals.


• Training: We have training programs to help you develop the skills required to be successful in your role.


• As we operate on a follow-the-sun model, with Premium Support sites located globally, working hours and days are based on customer demand and may include weekends (on a rotational basis).

We are open to hiring candidates to work out of one of the following locations:

Nairobi, KEN

Basic Qualifications

• Knowledge/experience in one or more modern programming languages such as Java, C++, Python, Javascript, .NET, PHP or Ruby


• Knowledge of data structures, algorithms, operating systems, and/or distributed systems.


• Exposure to Serverless technologies such as Lambda, API Gateway, AWS IoT or Mobile and Messaging technologies or AI (Artificial Intelligence) related technologies.


• Exposure to REST API based services.

Preferred Qualifications

• 4 to 7 years of relevant experience


• Experience with System Administration with - Linux (Ubuntu, CentOS, RedHat) and/or Microsoft Windows Server and associated technologies (Active Directory, Exchange).


• Experience in Networking technologies including DNS, TCP/IP, SSL, DHCP and Load Balancing.


• Experience with Network troubleshooting tools (telnet, test-netconnection, tracert, tracetcp, iperf, ntttcp, dig, and packet capture tools).


• Experience with programming/scripting (Batch, VB, PowerShell, Java, C#, Chef, Perl, Ruby and/or PHP).


• Strong analysis and troubleshooting skills and experience.


• Experience managing full application stacks from the OS up through custom applications.


• Good understanding of distributed computing environments.


• Exposure to security concepts/best practices.


• Experience with Cloud services and Cloud deployments.