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
We at KOKO are passionate about building products that help make people's lives better. As we expand within and outside Kenya, we are looking for proficient Product Support Engineers to help investigate, triage and resolve problems. You would work closely with users of KOKO technology to ensure problems are resolved within the agreed SLAs, involving other team members as needed. As such you will play a key role in enabling KOKO’s long term success, including our expansion beyond Nairobi and Kenya. You’re expected to identify the reasons for customer issues and provide recommendations or do escalations based on the scenario. In this position, you’ll have the opportunity to contribute and add value across KOKO's entire product suite, through individual contribution, and equally importantly through bringing strong motivation to support large scale operations. KOKO’s suite of products spans multiple technical domains and disciplines in software and hardware, and so experience in end-to-end systems thinking across distributed components is key.

What you will do

• Handle product related issues and take ownership of the reported issues.
• Take ownership of researching, diagnosing, troubleshooting, triaging and identifying solutions to resolve issues.
• Collaborate with distributed teams of developers, QA engineers, and product managers.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Track the reported issues and provide regular reports for the management teams.
• Adhere to defined SLA for issue resolution.
• Be able to provide prompt and accurate feedback to the internal customers.
• Must have good verbal and written communication skills.
• Willing to work in shifts.

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 Production support engineer.
• Python and shell scripting experience.
• Experience with SQL/PostgreSQL.
• Good understanding of AWS and Cloudwatch in particular.
• Knowledge of monitoring and alerting best practices.
• Deployment and Monitoring knowledge of cloud services such as AWS.
• Understanding of Linux operating system, networking, and databases.
• Experience with event driven systems and message queues.
• Strong analytical skills and be able to find the root cause of issues with least external help.
• Fast learner, ability to adapt to situations, fast paced environments and 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.

We are looking for a technical and self motivated person with significant experience in handling and resolving production support issues. You should be proficient with debugging, troubleshooting and triaging issues and able to provide prompt feedback to the requests. You should be good with programming concepts and writing scripts.

What We Offer

• Competitive salary plus a quarterly cash bonus
• Annual compensation reviews - we reward great work
• Group Mediclaim Insurance for you and your dependants,
• 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!