Nairobi, Kenya | Customer Excellence | Full-Time

About the Role

Vyntra’s platforms run continuously for financial institutions around the world. When something stops working as expected, our support team is the first to investigate.

As a Technical Support Engineer, you will handle Level 1 and Level 2 support for our customers and partners. Issues typically arrive through the support portal and can range from configuration questions to production incidents. Your role is to investigate what is happening, determine the cause, and either resolve the issue directly or escalate it to the appropriate team.

You will work with logs, APIs, and Linux environments to diagnose problems, while keeping customers informed throughout the process. Where deeper investigation is required, you will collaborate with our Professional Services and R&D teams. Throughout the process you remain the point of contact for the customer, ensuring clear communication and timely resolution.

What You Will Do

Customer & Partner Support

• Investigate issues raised through the Vyntra support portal from first contact through to resolution

• Analyse logs, system behaviour, and configuration to identify the root cause of issues

• Determine whether an issue is related to configuration, product behaviour, or a change request outside the current implementation scope

• Support consultants and partners with technical questions during project delivery

• Communicate clearly and proactively with customers throughout the investigation process

• Document solutions and troubleshooting steps in the support knowledge base

Escalation & Collaboration

• Escalate complex issues to the Professional Services team (Level 3) or R&D (Level 4) when deeper investigation or product fixes are required

• Remain the point of contact for the customer while escalations are underway

• Track progress and ensure issues are resolved and properly closed

Knowledge Sharing

• Maintain clear documentation so resolved issues benefit the wider team and customer community

• Contribute to maintaining and improving the support knowledge base

• Share insights and lessons learned with colleagues across the support team

Shift Coverage

Our customers operate globally, so the support team provides 24/7 coverage.

Shifts rotate fairly across the team and may include early mornings, evenings, overnight coverage, and weekend support. Typical shifts include:

• Early morning: 2am – 10am

• Daytime: 9am – 5pm

• Late shift: 4pm – 10pm

• Short overnight coverage windows: 10pm – 3am

Night shifts are distributed across the team and capped to keep them manageable, with no one expected to cover more than two overnight rotations per month. The full rotation schedule will be explained during the interview process.

What We Are Looking For

Technical Skills

• Experience troubleshooting systems in Linux environments

• Ability to analyse logs and diagnose system behaviour

• Familiarity with APIs and distributed systems

• Working understanding of Java or Python environments

• Basic SQL knowledge for investigating data-related issues

• Experience with Kafka or similar event-streaming tools is an advantage

Experience working with fintech platforms, banking systems, or complex enterprise software is beneficial.

Experience

• Background in technical support, platform support, or service operations

• Degree in Computer Science, IT, or a related field — or equivalent hands-on experience

• Junior engineers with strong troubleshooting skills and curiosity are welcome to apply

How You Work

• You communicate clearly in English, written and spoken

• You stay organised while managing multiple open support cases

• You document solutions so the team learns from every issue

• You ask for help early rather than struggling alone

• You enjoy solving problems and understanding how complex systems behave

The Team

You will join a global support team with colleagues in Europe and Kenya. Today the team includes two engineers in Europe and five in Kenya, working together to support customers worldwide.

It is a small, collaborative team where knowledge sharing is essential and where individual contributions are visible.

Equal Opportunity

Vyntra is an equal opportunity employer and values diverse perspectives within our global team.