Fresher Product Support Engineer Job Careers – Fenix International

Job Title:  Product Support Engineer

Organisation: Fenix

Duty Station: Kampala,

About US:

Fenix International
is a for-profit corporation and the creator of affordable, Pay-To-Own renewable
energy products that empower those living off-grid. Over 34m people in Uganda
are off-grid, which equates to 6.2m households who have no access to power and
instead depend on kerosene for light and local businesses for phone charging.
To address this, Fenix International has developed ReadyPay, a new Pay-To-Own
Solar Power System. Coming in a range of kits, ReadyPay Power Systems are
designed to provide clean light, phone charging, entertainment and more for
those living off-grid.

Job Summary:  The Product Support Engineer will join the
Fenix team and offer support in improving our internal support tools and
processes throughout our markets. The ideal candidate will have 2+ years of
experience as a product manager or engineering team member, and knowledge of
data analysis and software support tools. This role will be responsible for
testing and iterating current and new support tools, working cross-functionally
to develop new market support strategies and trainings, and responding to new
support challenges. The support engineer will work closely with the quality
assurance (QA) team, product integrity team, software team, and field teams to
ensure all Fenix agents have the resources to solve any issues. The role will
also work closely with new market teams to train new employees and prepare them
for commercial sales. The position may include 10-40% travel depending on where
needs lie.

Key Duties and Responsibilities: 

test, and iterate support tools and processes across Fenix markets

  • Investigate and diagnose novel support issues and implement response
  • Support new markets by training new team members and assisting with
    issues that arise
  • Analyze data and conduct investigations to inform new support tool
    development (ticketing, call center systems, etc.)
  • Work cross functionally with the QA, product, and software teams to
    improve processes and prepare for new product and market launches
  • Assist the Quality Assurance team with ongoing investigations and
    new issue escalation
  • Audit and refine processes for all field teams to improve their work
    output and better provide an exceptional customer experience
  • Document and report support issues to facilitate continuous

Qualifications, Skills and Experience: 

  • The applicant for the Fenix International Product Support Engineer
    job must hold a BS or greater in technical field
  • Two years of experience working with consumer electronics, software,
    or other technical support
  • Experience with data analytics and hardware troubleshooting
  • Understanding of testing methods and goals for product and accessory
  • Ability to analyze problems, identify root causes and provide
    efficient solutions
  • Excellent communication and documentation skills in English

Desired Skills

  • Experience with SQL or other data-querying tools
  • Fluency in French
  • Experience in hardware root-cause analysis
  • Basic knowledge of programming (Javascript, Python)
  • Passion for low-cost design for products used in the developing

How to Apply:

All candidates who
wish to join Fenix in the aforementioned capacity should apply online at the
link below.


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