Location
nairobi, nairobi, Kenya
Posted
July 11, 2026
Job Description
Complex tickets require more than rote script execution. They demand someone capable of navigating unclear contexts, misconfigured systems, conflicting evidence, escalated customers, and misleading AI outputs—then determining the actual root cause. This position is designed for the support engineer drawn to the unresolved case: replicating the issue, analyzing logs, following API behavior, examining JSON payloads, distinguishing a 401 from a 404 from a 429, and leveraging AI critically without blind reliance.
Traditional support structures still depend on ticket queues, templated responses, handoff protocols, and documented workaround libraries. We are building something fundamentally different. Straightforward support is increasingly automated through AI and tier-1 processes, leaving human expertise for the hardest technical problems. AI is not a threat to your role here. It is an instrument you command, anchor, interrogate, and validate.
This position does not involve...
Traditional support structures still depend on ticket queues, templated responses, handoff protocols, and documented workaround libraries. We are building something fundamentally different. Straightforward support is increasingly automated through AI and tier-1 processes, leaving human expertise for the hardest technical problems. AI is not a threat to your role here. It is an instrument you command, anchor, interrogate, and validate.
This position does not involve...