Technical Support Engineer at Andela

Locations: Accra - Ghana, Cairo - Egypt, Kampala, - Uganda, Kigali - Rwanda, Lagos - Nigeria, Nairobi - Kenya

Where You’ll Work

• Andela is a network of technology leaders dedicated to advancing human potential. We help companies build high-performing distributed engineering teams by investing in Africa’s most talented software engineers.
• Based in NYC, SF, Kigali, Cairo, Lagos, Nairobi, Accra and Kampala, Andela is catalyzing the growth of tech ecosystems across the African continent while solving the global technical talent shortage.
• The Technical Support team is looking for full-time team members who will work as part of our global support team and support our customers around the world.

Here are a few more specifics of what you would be doing on the job:

• When service users have questions, they contact Support and we help them as quickly and awesomely as possible. Technical support handles a wide variety of inquiries including questions about Git workflows, API’s, and our desktop applications. Support also works closely with the engineering team to track down bugs and improve our documentation.
• The most important characteristic of our support team is that we love helping developers. We are a place for people to work better, together. Our job is to help. Support treats users the way we'd want someone to treat our friends.
• Our support teammates have excellent writing chops: stellar grammar, charming written personality, and the ability to explain complicated things simply. We measure our success in swiftness, accuracy, and clarity.

What do I need to be successful?
Minimum Qualifications:

• Experience using GitHub
• Exposure to programming with a language like Ruby
• Basic experience using Git
• Understanding of how websites and web applications work
• Stellar English and grammar skills
• Excellent problem-solving skills - you might not know all the answers but you know how to find and communicate the solution.
• A strong sense of empathy - you are attuned to hear the question behind a question.
• Customer service experience
• A unique writing style and voice.

Preferred Qualifications:

• Could effortlessly explain how Git works to a non-developer
• Have remote customer service experience
• Familiarity with Docker
• Understanding of CI / CD pipelines
• Experience troubleshooting using stack traces and log files
• Experience working from the command line
• Familiar with basic network concepts and tools.

What You’ll Get*

• Full-time compensation
• Full medical coverage
• Beautiful working environment
• Opportunity to work with the brightest minds inside and outside of your field
• A chance to change the world for the better .