About KOKO Networks KOKO Networks is a venture-backed climate technology company with 1,000+ employees across East Africa, India, and Europe. We offer a fast-paced and highly collaborative work environment with significant opportunities for professional growth. Our core lines of business are: (1) KOKO Fuel, a clean bioethanol cooking solution delivered to over one million households in Kenya and Rwanda via networks of agents with smart fuel ATMs; and (2) KOKO Climate, which retails the emissions reductions earned from switching households from deforestation-based fuels to a sustainable alternative. In 2021, KOKO was recognized as the world s leading emerging markets climate technology solution by the Financial Times and the International Finance Corporation. 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 KOKOs entire product suite. 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 current technology stack includes (but is not limited to) Wordpress, Vue3.JS , Responsive layout, AWS, Kubernetes, Terraform, Python, Flask, 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.

About KOKO Networks KOKO Networks is a venture-backed climate technology company with 1,000+ employees across East Africa, India, and Europe. We offer a fast-paced and highly collaborative work environment with significant opportunities for professional growth. Our core lines of business are: (1) KOKO Fuel, a clean bioethanol cooking solution delivered to over one million households in Kenya and Rwanda via networks of agents with smart fuel ATMs; and (2) KOKO Climate, which retails the emissions reductions earned from switching households from deforestation-based fuels to a sustainable alternative. In 2021, KOKO was recognized as the world s leading emerging markets climate technology solution by the Financial Times and the International Finance Corporation. Your Role You will be expected to maintain our information technology systems, hardware and networks, and perform both technical and administrative tasks to ensure optimal functionality of ICT systems and efficiency of the ICT service desk. What You Will Do Coordinate ICT Operations across KOKO offices in Kenya. Provide technical support and assistance to internal users by responding promptly to IT support requests and resolving issues effectively Continuously evaluate and improve IT operations processes and procedures, identifying areas for optimization and implementing changes as necessary. Collaborate with IT vendors and service providers, to ensure that services are delivered according to agreed-upon service level agreements (SLAs) Enter and maintain all ICT assets on the designated ICT asset management system. Manage all movements of ICT assets in ICT storage areas, assignment to users as well as consistently in the Asset management system. Ensure the security and integrity of IT systems by enforcing policies and procedures. Monitor and troubleshoot hardware and network issues and ensure prompt resolution. Collaborate with the Global IT team to standardize and improve infrastructure, Standards Operating processes and IT operations. Provide technical support or training for systems and networks First point of contact and support between end users and higher level support Install and configure compliant software and hardware (printers, scanners etc) Keep up to date with best practices for user support, assets management and operations efficiency What You Will Do Have a BSc in a relevant field e.g. information technology or computer science Experience with ITIL, Agile, or other IT best practices is an advantage Experience in business productivity tools or specific expertise with Google Workspace is an advantage. Certification (CompTIA Network+, CompTIA Security+ ) is an advantage Experience in network management and help desk support Solid knowledge of IT systems and applications Understanding of TCP/IP protocols and LAN/WAN configuration Strong communication and interpersonal skills Great attention to detail Excellent communication, organizational and coordination abilities Critical thinker and problem-solver