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Influx, a company providing Support as a Service for brands and tech companies, is seeking dedicated Technical Support Agents to join their remote team. Influx offers an entire operation available on demand, including agents, management, training, QA, data, and insights. They are currently hiring for three positions: Technical Support Agent (L2), Technical Support Agent (L1), and Technical Support Agent.
Technical Support Agent (L2)
Job Type: Full Time, Remote | Qualification: BA/BSc/HND | Job Field: ICT / Computer
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.
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 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.
Technical Support Agent (L1)
Job Type: Full Time, Remote | Qualification: BA/BSc/HND, Diploma | Location: Nairobi | Job Field: ICT / Computer
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 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.
Technical Support Agent
Job Type: Full Time, Remote | Qualification: BA/BSc/HND | Location: Nairobi | Job Field: Customer Care, Success and Service
About the Role: As a Technical Support Agent, you will be the first point of
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