Technical Support Engineer

Technical Support Engineer

Job description

Department: Customer Support. Openings:

About the role

We are hiring Technical Support Engineers to investigate complex customer issues and work with engineering teams on verified resolution. You will reproduce problems, identify useful diagnostic evidence and distinguish configuration, integration and software failures.

The role requires systematic troubleshooting and clear communication. You will help customers and support colleagues understand findings while using only authorised tools and access arrangements.

Key responsibilities

Review escalated cases and confirm the affected account, user role, workflow, timing and business impact.

Reproduce problems safely using approved test environments and sample data.

Investigate API responses, browser behaviour, integration events and authorised diagnostic records.

Distinguish account configuration, permissions, authentication and application issues.

Document attempted steps, confirmed findings and unresolved questions.

Provide approved workarounds and explain their limitations.

Create engineering-ready defect reports with reproduction steps, evidence and severity rationale.

Coordinate investigation and fix validation with the responsible engineering or product owner.

Translate technical findings into clear, accurate customer updates.

Identify patterns across cases that may indicate a wider incident.

Improve troubleshooting guides and coach first-line support on evidence collection.

Handle logs and customer information securely and escalate suspected security problems promptly.

Required qualifications and experience

At least 3 years in technical software support, application troubleshooting or a related technical service role.

Practical knowledge of HTTP, REST APIs, authentication, permissions, webhooks and structured logs.

Competence with browser developer tools, API clients and systematic defect reproduction.

Ability to write clear technical reports and distinguish evidence from assumptions.

Understanding of cloud-hosted SaaS and common integration dependencies.

Strong communication with customers, support staff and engineers.

Good judgement about sensitive information and authorised system access.

Preferred experience

Business workflow software, AI-enabled applications, communications integrations and incident investigation. Scripting or SQL familiarity is useful when relevant to approved diagnostic tools.

What success looks like

Provide timely, useful diagnoses, complete escalation evidence and verified resolution. Reduce repeat investigations by improving guidance and ensure customer updates reflect confirmed information.

How to apply

Submit your CV and an anonymised technical support case showing your diagnostic steps and outcome. Shortlisted candidates may complete a troubleshooting exercise.

Pay: ₦1,000,000.00 - ₦1,200,000.00 per month

Application Question(s):

• What technical support experience do you have, and which diagnostic tools and types of applications have you used?
• Describe a difficult integration or application issue you investigated. How did you distinguish the root cause from symptoms?
• A customer receives HTTP 401 responses after an integration previously worked. What would you check, in what order, and what information would you request?
• A workflow fails intermittently for one account but works for others. How would you build a reproducible investigation?
• What must an engineering defect report contain, and how would you justify severity without overstating the impact?
• How would you investigate when you do not have direct production access, and what would you ask an authorised engineering colleague to provide?
• How would you validate a fix and explain the outcome to a customer without exposing sensitive logs or unrelated account information?

Education:

• Undergraduate (Preferred)

Location:

• Lagos (Required)

Work Location: Remote