Technical Support Specialist

Do you thrive on solving intricate technical challenges while ensuring users achieve their goals? Are you a versatile troubleshooter who excels at the crossroads of support and engineering? If so, this role may be perfect for you.

ALX Africa, a non-profit initiative under the ALX Foundation, is on a mission to unleash Africa's digital potential. Having transitioned from Sand Tech Holdings to an independent entity, we are committed to providing top-notch tech skills training and career development programs. Our goal is to bridge the digital divide, upskill and reskill talent, and cultivate innovative leaders, aiming to empower 2 million Africans to secure sustainable tech careers by 2030.

With hubs spanning multiple cities across Africa, we offer secure access to quality learning and a dedicated network of expert instructors. Our cutting-edge programs equip learners with essential skills and knowledge necessary for success in today's fast-paced tech landscape, preparing students for sought-after roles in software engineering, data science, and cybersecurity.

We accomplish this by:

• Offering young professionals access to the most relevant tech skills to fuel the future.
• Empowering the next generation of technology innovators, entrepreneurs, and leaders through challenging, real-world coursework.
• Building a lifelong, impactful community of tech professionals to support their career journeys.

About the Role

We are in search of a Technical Support Specialist who excels in both support and engineering. You will take ownership of a diverse range of support cases, ranging from initial inquiries to in-depth system investigations, while collaborating closely with Product and Engineering teams.

You will be part of the Customer Support team but will function as a technical partner to Engineering, bridging real customer challenges with scalable technical solutions.

Responsibilities

• Manage and resolve technical support requests from customers promptly, clearly, and accurately.
• Conduct full-stack troubleshooting across frontend and backend systems, APIs, databases, and integrations.
• Provide technical direction to Support Agents, addressing Tier 1 inquiries and advanced technical cases.
• Diagnose front-end issues using DevTools, inspecting server logs, and performing network troubleshooting.
• Investigate REST and GraphQL API requests, authentication issues, and integration failures.
• Independently troubleshoot system-level issues and escalate confirmed defects to Engineering.
• Execute high-privilege technical functions in production environments.
• Create internal documentation, root cause analyses, and knowledge base articles.
• Collaborate with Engineering to enhance product reliability and support efficiency.
• Identify recurring technical challenges and suggest automation or system remedies to eradicate them.

Requirements

• At least 2 years of hands-on experience in full-stack web development.
• Proficient in debugging applications and web environments using JavaScript, Python, or Ruby.
• Solid understanding of Linux systems, including Bash commands, SSH, permissions, and logs.
• Extensive experience with REST APIs and GraphQL, focusing on testing, debugging, and authentication.
• Database knowledge in MySQL or PostgreSQL, including queries and troubleshooting.
• Familiarity with AWS services such as ECR, Lambda, and RDS.
• Experience utilizing browser and network debugging tools, such as Chrome DevTools.
• Exceptional English communication skills, both written and verbal.
• Proficiency in at least one back-end or scripting language like TypeScript, Ruby, or Python.
• Experience with API debugging tools like Postman or cURL.
• Familiar with ticketing systems such as Zendesk or Freshdesk.

Preferred Qualities

• Courage: Willingness to challenge the norm and embrace new challenges.
• Humility: Openness to learning, seeking assistance when needed, and aiming to serve others.
• Adventure: Enthusiasm for setting ambitious goals, tackling complex tasks, and enjoying the process.
• Initiative: Proactive problem-solver with a strong sense of ownership.
• Resilience: Ability to recover from setbacks and persevere through challenges.
• Analytical and Methodical: A strong analytical thinker with a knack for solving technical problems.
• Collaborative: Effective communicator who works well across teams and with both technical and non-technical stakeholders.

Employment Type

This role is full-time.

Work Hours

The position requires a commitment of 40 hours per week.

Preferred Time Zones

UTC+0 to UTC+2

Given the nature of virtual work and coordination with colleagues and clients across various locations, a strong self-drive and a proactive approach to communication through digital collaboration and video conferencing are essential. Employees are encouraged to continually enhance their skills and earn certifications reflecting their professional growth.

Disclaimer: ALX Africa does not charge fees or request payments during the hiring process. Please report any suspicious activity to the appropriate channels.