{"id":3581734,"url":"https://alion.io/job/ktsm-technologies-oy-senior-support-engineer","title":"Senior Support Engineer","company":{"id":4491926,"name":"KTSM Technologies Oy","domain":null,"url":"https://alion.io/company/ktsm-technologies-oy","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Nairobi, Kenya"],"countries":["KE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":11000,"max_usd":29000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":881},"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"CI/CD","optional":false},{"name":"Confluence","optional":false},{"name":"GCP","optional":false},{"name":"ITIL","optional":false},{"name":"Python","optional":false},{"name":"Rest API","optional":false},{"name":"Service Desk","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-11-01T00:00:00Z","employer_posted_date":null,"last_verified_at":"2026-11-01T00:00:00Z","board_verified":false,"closed_at":null,"days_open":7,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":7},"description":"Job Description: Senior Support Engineer\n\nDepartment: Service & Support Team\n\nReports to: Service Support Team Lead\n\nLocation: Nairobi, Kenya\n\nWorking pattern: Shift work within 08:00–00:00 support hours, including weekends, with night and outof-hours on-call for critical incidents\n\nRole overview\n\nThe Senior Support Engineer is a seasoned developer who takes over incidents on the Service Desk. The role covers Level 2 (investigation and remediation) and Level 3 (advanced technical escalation) in the organizations escalation path, for parcel locker software, devices and integrations.\n\nThe role owns the technical fix: diagnosing root cause in code, logs and data, applying hotfixes and workarounds, and restoring service within SLA targets.\n\nKey duties\n\nEscalated incident resolution\n\n• Pick up escalated tickets from the Service Desk and react within SLA targets.\n\n• Investigate production issues across application code, databases, APIs, logs and device \n\ncommunication to find root cause.\n\n• Deliver approved fixes, hotfixes or workarounds to restore service.\n\n• Deploy software updates and security patches following change management procedures.\n\nEscalation and communication\n\n• Give the Service Manager regular status updates during major incidents.\n\n• Hand over open incidents at shift change with a written summary.\n\nProblem management and improvement\n\n• Lead technical post-incident reviews for all incidents: timeline, root cause, impact and \n\npreventive actions.\n\n• Track recurring issues as problem records and known errors, and drive approved permanent \n\nfixes.\n\n• Provide technical input to monthly service reports and SLA exception analysis.\n\n• Write and update knowledge base on Confluence.\n\nWorking hours and on-call\n\n• Shift work within standard support hours of 08:00–00:00, five days a week, according to a shift \n\nroster.\n\n• Weekend shifts and work outside standard hours when the roster or an incident requires it.\n\n• Night and out-of-hours on-call for P1 (Critical) and P2 incidents, such as complete loss of service, \n\ncritical production failure or security incidents.\n\n• During on-call, respond to a P1 alert and P2 alerts according to the SLA.\n\nQualifications and experience\n\n• 6+ years as a software developer, with at least 2 years supporting production systems (L2/L3 \n\nsupport, DevOps or Site Reliability Engineering).\n\n• Strong debugging skills across backend code (JS/TS/Python), REST APIs, SQL databases and log analysis.\n\n• Hands-on experience with GCP, Cloud Logging, CI/CD pipelines and safe deployment of hotfixes.\n\n• Working knowledge of incident, problem and change management; ITIL familiarity an \n\nadvantage.\n\n• Experience with IoT, embedded devices or self-service hardware (such as lockers or kiosks) an advantage.\n\n• Clear written and spoken English.\n\nKey attributes\n\n• Sharp and calm under pressure, especially during night-time critical incidents.\n\n• Takes ownership of an issue until service is restored.\n\n• Thorough in documentation and handovers.\n\n• Works well in an international, remote team across time zones\n\n Job Description: Senior Support Engineer\n\nDepartment: Service & Support Team\n\nReports to: Service Support Team Lead\n\nLocation: Nairobi, Kenya\n\nWorking pattern: Shift work within 08:00–00:00 support hours, including weekends, with night and outof-hours on-call for critical incidents\n\nRole overview\n\nThe Senior Support Engineer is a seasoned developer who takes over incidents on the Service Desk. The role covers Level 2 (investigation and remediation) and Level 3 (advanced technical escalation) in the organizations escalation path, for parcel locker software, devices and integrations.\n\nThe role owns the technical fix: diagnosing root cause in code, logs and data, applying hotfixes and workarounds, and restoring service within SLA targets.\n\nKey duties\n\nEscalated incident resolution\n\n• Pick up escalated tickets from the Service Desk and react within SLA targets.\n\n• Investigate production issues across application code, databases, APIs, logs and device \n\ncommunication to find root cause.\n\n• Deliver approved fixes, hotfixes or workarounds to restore service.\n\n• Deploy software updates and security patches following change management procedures.\n\nEscalation and communication\n\n• Give the Service Manager regular status updates during major incidents.\n\n• Hand over open incidents at shift change with a written summary.\n\nProblem management and improvement\n\n• Lead technical post-incident reviews for all incidents: timeline, root cause, impact and \n\npreventive actions.\n\n• Track recurring issues as problem records and known errors, and drive approved permanent \n\nfixes.\n\n• Provide technical input to monthly service reports and SLA exception analysis.\n\n• Write and update knowledge base on Confluence.\n\nWorking hours and on-call\n\n• Shift work within standard support hours of 08:00–00:00, five days a week, according to a shift \n\nroster.\n\n• Weekend shifts and work outside standard hours when the roster or an incident requires it.\n\n• Night and out-of-hours on-call for P1 (Critical) and P2 incidents, such as complete loss of service, \n\ncritical production failure or security incidents.\n\n• During on-call, respond to a P1 alert and P2 alerts according to the SLA.\n\nQualifications and experience\n\n• 6+ years as a software developer, with at least 2 years supporting production systems (L2/L3 \n\nsupport, DevOps or Site Reliability Engineering).\n\n• Strong debugging skills across backend code (JS/TS/Python), REST APIs, SQL databases and log analysis.\n\n• Hands-on experience with GCP, Cloud Logging, CI/CD pipelines and safe deployment of hotfixes.\n\n• Working knowledge of incident, problem and change management; ITIL familiarity an \n\nadvantage.\n\n• Experience with IoT, embedded devices or self-service hardware (such as lockers or kiosks) an advantage.\n\n• Clear written and spoken English.\n\nKey attributes\n\n• Sharp and calm under pressure, especially during night-time critical incidents.\n\n• Takes ownership of an issue until service is restored.\n\n• Thorough in documentation and handovers.\n\n• Works well in an international, remote team across time zones","description_format":"text","description_chars":6135,"description_truncated":false,"requirements":{"experience_years_min":6,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Kenya","iso":"KE","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-11-01T03:32:30Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":7,"expected_fill_days":29,"reasons":["seen:7","win:early"],"computed_at":"2026-11-08T05:47:12Z"},"pay":null,"html_url":"https://alion.io/job/ktsm-technologies-oy-senior-support-engineer","json_url":"https://alion.io/job/ktsm-technologies-oy-senior-support-engineer.json","meta":{"generated_at":"2026-11-08T23:57:11Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":49842,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-09T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4491926},"rest":"https://alion.io/mcp/rest/get_company?id=4491926"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fktsm-technologies-oy-senior-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fktsm-technologies-oy-senior-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fktsm-technologies-oy-senior-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ktsm-technologies-oy-senior-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fktsm-technologies-oy-senior-support-engineer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3581734}},{"tool":"search_jobs","arguments":{"company":4491926,"detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3581734},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); 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Docs: https://alion.io/developers"}}