Product Support Engineer

Job Description

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.