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Savannah Informatics - Technical
Support Engineer

Savannah Informatics - Technical Support Engineer 

Nairobi, Kenya - Full time 

Position: Junior Level hire

Pay range:  KES 55,000 - KES 79,000

About Us

Savannah Informatics is a Kenyan e-Health software company founded by clinicians and finance specialists to deliver interoperable, connected solutions for healthcare facilities, organizations, and regions. 

Our vision is to enable a better healthcare future for Kenya through the pioneering use of information technology and knowledge creation. 

We are a company with great ideas and employees. Working across various customer’ sites, our work epitomizes the future we foresee in the East African health sector: efficiency, higher value, better quality, and outcomes for patients and other consumers of health. Our customers partner with Savannah in delivering challenging projects, thus believing in the capabilities of our employees. 

The Savannah team is made up of medical doctors, project managers, and software engineers, who have a common aspiration of transforming the region’s health care. 

 

If you share in our motivation, vision, and aspirations, check out the careers page of our corporate website. 

 

Job Description

 

We are looking for a candidate who will work as a Technical Support Engineer to be the first point of contact for service requests or incidents reported to the Service Desk and/or Contact Center. Every incident has a skill tier, and it is up to you to quickly classify the incident and either resolve it or escalate it to the appropriate engineering team if necessary. 

 

In this role, you take pride in providing timely and quality customer support and ensure that customers are impressed at every interaction. The problems you’ll encounter are complex and the solutions might be configuration, database-level, or even code-level. It’s an immense responsibility, but one that can put you on the fast track to career advancement.

Responsibilities

This individual will be responsible for:

  • Serve as the first point of contact for contact center users and customers reporting service requests or incidents.

  • Ensure timely and professional responses to customer inquiries, demonstrating a commitment to quality customer support.

  • Impress customers by effectively solving both simple and complex technical problems, and going above and beyond to exceed expectations.

  • Classify incidents based on their skill tier and take appropriate action to resolve them or escalate them to the appropriate engineering team if needed

  • Explore and discover the root causes of issues, exploring source code, databases, logs, and traces to provide accurate and effective solutions.

  • Maintain ownership of incidents throughout the resolution process, ensuring timely updates and closure with the customers

  • Continuously grow your product knowledge, both in breadth and depth, to better support customers and resolve technical issues efficiently.

  • Strong teamwork and collaboration with the customer experience team, engineers, and other stakeholders with the ability to work effectively with cross-functional teams.

  • Proficient in documenting customer interactions, troubleshooting steps, and solutions accurately and comprehensively, plus also contributing to knowledge base articles to improve self-service options for customers.

  • Continuously learning, sharing knowledge, and staying updated with engineering trends and technologies.

Skills

The ideal candidate for this position should have the following:

  • Familiarity with programming languages like Python/Django and/or Golang for analyzing source code or debugging issues.

  • Strong understanding of software systems, databases, and networking principles.

  • Understanding and experience of Git version control system concepts for managing code changes and collaborating with development teams.

  • A customer-focused mindset with a commitment to delivering exceptional customer support.

  • Proficiency in remote desktop tools such as TeamViewer, Remote Desktop Protocol (RDP), or VNC for providing remote assistance.

  • Experience with ticketing systems like Jira, ServiceNow, or Zendesk for incident management and tracking.

  • Strong attention to detail to ensure accuracy in diagnosing and resolving technical issues.

  • Capacity to handle multiple incidents simultaneously based on urgency and impact

  • Aptitude for digging deep to uncover underlying causes of problems and develop effective solutions.

  • Thoroughness in documenting incidents and maintaining detailed records.

  • Proactiveness in identifying recurring technical issues and proposing proactive solutions to prevent future occurrences.

  • Initiative to seek out opportunities for process improvements and contribute to the overall enhancement of technical support services.

  • Flexibility and adaptability to navigate through evolving technical environments and changing priorities.

Are you the one we are looking for?

We are looking for motivated and independent-thinking individuals. The ideal candidate for us is a quick learner, able to pick up the nuances of a complex domain fast. They are intellectually curious and have done many interesting things.

 

If you believe that you have serious and relevant skills, demonstrate possession of the skills we need, have a winning attitude, and the ability to learn fast, then we would like to hear from you.

 

Our culture is informal but fast-paced. We value rapid feedback, and speak freely, with team members’ input valued the same regardless of their rank. We expect anyone joining us to be comfortable with our pace and the frank style of communication.

  • Benefits

    • Great mission and company culture 

    • Impact work across the Healthcare sector 

    • Growth Opportunities 

    • Market Competitive Salary 

    • Health and Medical

Savannah Informatics does not discriminate on the basis of race, age, color, religion, national origin or ancestry, sex, gender, disability, veteran status, genetic information, sexual orientation, gender identity, or expression. Savannah is committed to providing a safe and productive learning and living community. To achieve that goal, we may conduct background investigations for all final candidates being considered for employment. Background checks may include but are not limited to, criminal history, national sex offender search, and motor vehicle history.


 

We thank all applicants for their interest, however, only those candidates selected for interviews will be contacted.

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