Technical Support Engineer
- Organization
- Prembly
- Location
- Nairobi, Kenya - hybrid
- Job Type
- Full-time
- Where to Apply
- https://app.dover.com/apply/Prembly/ccbef3a2-8e3f-4b98-9fca-5440b6a26a60/?rs=76643084
- Tags
- Full-time
Company Overview
Prembly is a forward-thinking company dedicated to providing identity data and compliance infrastructure for businesses worldwide. As a data company, our mission is to open up endless opportunities for people and businesses while enabling trust.
We are seeking an experienced Technical Support Engineer to provide exceptional support to our clients by troubleshooting technical issues, ensuring smooth onboarding and usage of our products, and working closely with internal teams to deliver solutions. The goal is to enhance customer satisfaction and ensure optimal performance of Prembly’s suite of services.
Location
Kenya (Nairobi) – Hybrid
Experience Required
3-5 years
Role Overview
The Technical Support Engineer will play a vital role in supporting clients, resolving technical issues, and ensuring the seamless operation of Prembly’s identity and compliance solutions. This individual will be the first point of contact for technical escalations, providing timely responses and collaborating with product, engineering, and operations teams to deliver resolutions.
Key Responsibilities
Provide second and third-line technical support to customers.
Diagnose and resolve technical issues related to Prembly’s products, integrations, and services.
Collaborate with engineering and product teams to escalate and resolve complex issues.
Maintain accurate records of customer interactions, technical issues, and resolutions.
Prepare and maintain technical documentation, FAQs, and knowledge base articles.
Assist with product testing, deployment, and post-deployment technical support.
Provide feedback from clients to the product and engineering teams to improve solutions.
Support the implementation and onboarding of new customers.
Ensure all SLAs and response times for issue resolution are consistently met.
Continuously improve processes to enhance technical support efficiency.
Requirements
3–5 years of proven experience as a Technical Support Engineer, IT Support, or similar role, preferably in SaaS, fintech, or compliance industries.
Must be a resident in Kenya.
Strong problem-solving and analytical skills with the ability to troubleshoot software, APIs, and integrations.
Familiarity with databases, cloud platforms (AWS, Azure, or GCP), and basic networking concepts.
Experience with ticketing tools.
Strong communication skills to explain technical issues to both technical and non-technical audiences.
Working knowledge of Python and ReactJS.
Knowledge of APIs (REST/JSON), Postman, or similar tools for testing integrations is a plus.
Ability to work independently and collaboratively in a fast-paced environment.
Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.
What We Offer
Competitive salary.
Opportunity to shape the future of compliance and digital identity in Africa and beyond.
A dynamic, collaborative, and innovative work environment.
Career growth and development opportunities within a high-impact company.
Flexible hybrid work environment & exciting opportunities for continuous learning.
