Senior Product Support Engineer

About KOKO Networks
KOKO Networks is a venture-backed climate-tech company with 1,200+ employees across East Africa & India. Our mission is to imagine and deliver technology that improves life in the world’s fastest growing cities. We offer a fast-paced and highly collaborative work environment with significant opportunities for professional growth. Our core lines of business currently include: (1) KOKO Fuel, an ultra-clean liquid bioethanol cooking fuel solution delivered via a network of smart fuel ATMs and leveraging existing downstream liquid fuels infrastructure; (2) KOKO Climate, which retails the emissions reductions that occur from switching households from deforestation-based charcoal to KOKO Fuel; and (3) KOKO Club, a tech-enabled, direct-to-consumer, instant fulfillment retail platform operated in partnership with neighborhood retailers. In 2021, KOKO was selected as the world’s leading emerging markets climate technology solution by FT/IFC.

Your Role
As we expand within and outside Kenya, we are looking for experienced Product Support Engineers to help investigate, triage and resolve problems, allowing KOKO to deliver stellar performance to its customers. You will work closely with users of KOKO technology as well as technical teams to ensure problems are resolved within agreed SLAs. In this position you’ll have the opportunity to add value across KOKO's entire product suite.

We are looking for a technical and self motivated person with significant experience in handling and resolving product support issues. You should be proficient with debugging and troubleshooting, and the ability to program, work with databases and write scripts is highly desirable. You should be comfortable collaborating in a remote environment, building rapport across the team, doing what’s necessary to ensure KOKO’s products always deliver.

What you will do

• Take ownership of complex technical issues
• Research diagnose, troubleshoot, and triage problems and identify solutions to resolve them
• Collaborate with distributed teams of developers, quality engineers, and product managers
• Understand the product/technical roadmap and manage the impact of changes
• Work closely with Quality Engineering and SRE teams to facilitate releases and continuous deployment.
• Help define and manage procedures for proper escalation of issues to the appropriate internal teams.
• Track reported issues and provide regular reports to stakeholders according to agreed SLAs
• Make use of and build a product support knowledgebase

KOKO’s technology stack currently includes (but is not limited to) AWS, Docker, Terraform, Jenkins, CircleCI, Ansible, Python, Flask, Vue.js, Postgres, Kotlin, Java, Firebase, C++, Celery, Message Queues, Odoo ERP, Git

What You Will Bring to KOKO

• Two or more years of experience working as a product support engineer.
• Ability to write Python and shell scripting as well as SQL/PostgreSQL.
• Good understanding of AWS and Cloudwatch in particular.
• Knowledge of monitoring and alerting best practices.
• Deployment and Monitoring experience with cloud services such as AWS.
• Working knowledge of Linux operating systems, networking, and databases.
• Experience with event driven systems and message queues.
• Strong analytical and root cause analysis skills
• Fast learner, able to adapt to situations and work in fast paced environments with a never give up attitude.
• Strong communicator, both written and verbal, who is calm and decisive under pressure.
• Sound understanding and adherence to SDLC processes and practices.
• Prior experience working with Agile/Scrum in a team environment.

What We Offer

• Competitive salary plus a quarterly cash bonus
• Annual compensation reviews - we reward great work
• Discounted health insurance with no-cost financing for you and your dependents (in Kenya)
• 21 days of annual leave plus public holidays plus examination leave
• Hybrid working model - allowing you to split your time between in-person collaboration at one of our offices and working remotely
• Ongoing investment in you and your skills, incl. full access to over 5,000 online courses
• The right equipment for the job - a choice of MacBook, Windows, or Linux laptop

We believe that our people are critical for our ambitious growth plans in Kenya and beyond. We want to build an organisation where people thrive, feel included, grow professionally, and enjoy having high impact through their work.

If you share our passion for technology and our vision for global impact, we strongly encourage you to apply!

KOKO is committed to gender and racial diversity in the workplace. We encourage candidates of all backgrounds to apply!