Support Engineer

Support Engineer

Do you love solving complex technical problems while helping real users succeed? Are you a full-stack troubleshooter who thrives at the intersection of engineering and support? Do you enjoy working cross‑functionally with Product and Engineering teams to identify root causes and improve systems at scale? If so, this might be the role for you.

ALX Africa, a non‑profit organization under the ALX Foundation, is dedicated to unlocking the potential of Africa's digital future. Formerly part of Sand Tech Holdings, we've embarked on an independent journey to provide world‑class tech skills training and career acceleration programs. Our mission is to bridge the digital divide, upskill and reskill talent, and create a generation of innovative leaders. By 2030, we aim to empower 2 million Africans to secure sustainable tech careers.

With hubs in 8 cities across Africa and counting, we provide safe access to quality learning and a dedicated network of expert instructors. Our innovative programs equip learners with the practical skills and knowledge needed to succeed in today's rapidly evolving tech industry. Through a combination of rigorous coursework, industry partnerships, and hands‑on projects, we prepare our students for in‑demand roles in software engineering, data science, and cybersecurity.

We achieve this by:

• Providing young professionals with access to the most in‑demand tech skills that will power the future.
• Empowering the next generation of technology innovators, entrepreneurs, and business leaders through challenging, real‑world coursework.
• Building a lifelong, impactful community of tech professionals that support them at all stages of their career journey.

We are looking for a Technical Support Engineer who thrives at the intersection of support and engineering. You'll own and resolve a wide spectrum of support casesfrom frontline tickets to complex system investigations while working closely with Product and Engineering teams.

You'll sit within the Customer Support team but operate as a technical partner to Engineering, helping bridge real customer problems with scalable technical solutions.

• Own and resolve technical support requests from customers with speed, clarity, and accuracy.
• Handle full‑stack troubleshooting across frontend, backend, APIs, databases, and integrations.
• Provide technical guidance to Support Agents, resolving both Tier 1 inquiries (user guidance, product behavior) and advanced technical cases.
• Investigate front‑end issues using Dev Tools, reading server logs, and performing network troubleshooting.
• Investigate REST and Graph
  
  QL API requests, authentication issues, and integration failures.
• Troubleshoot and resolve system‑level issues independently; elevate only confirmed defects to Engineering.
• Execute high‑privilege technical processes in production (e.g., running specific scripts on internal applications).
• Write internal documentation, root cause analyses (RCA), and knowledge base content.
• Collaborate with Engineering to improve product reliability and supportability.
• Identify recurring technical issues and propose automation or system fixes to eliminate them.

• 2+ years of hands‑on full‑stack web development experience (frontend + backend).
• Strong debugging experience in JavaScript, Python, or Ruby applications and web environments.
• Proficiency with Linux systems (Bash commands, SSH, permissions, logs).
• Strong experience with REST APIs and Graph
  
  QL (testing, debugging, authentication).
• Database experience with MySQL or Postgre
  
  SQL (queries, joins, troubleshooting).
• Familiarity with AWS services (ECR, Lambda, RDS, S3, EC2, Elastic Beanstalk, Kinesis, etc.).
• Experience using browser and network debugging tools (Chrome Dev Tools).
• Excellent English communication clear, patient, and precise in writing and speech.
• Fluency in at least one backend or scripting language:
  Type Script, Ruby, or Python.
• Experience with Postman, cURL, or Insomnia for API debugging.
• Familiarity with ticketing platforms (Zendesk/Freshdesk) and incident workflows.

• Experience in a technical support, Dev Ops, SRE, or production engineering role.
• Familiarity with Docker,…