• Application Deadline:
• Position: Technical Support Engineer



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 1 - 2 years



• Location Lagos




• Job Field Customer Care  , ICT / Computer 
  
  

The Role

• We’re looking for a Technical Support Engineer to serve as the first line of support for our customers. In this role, you’ll manage Zendesk tickets, provide timely solutions to product-related questions and common technical issues, and escalate complex problems to the Senior team members with proper documentation.


• This is an exciting opportunity to make a meaningful impact at a growth-stage company. The role reports directly to the Head of Solutions Engineering.

What the role involves

• Serve as the first point of contact for all technical inquiries and support requests from customers


• Manage and respond to support tickets in Zendesk, ensuring timely and accurate responses to customer queries


• Answer product questions and provide guidance on features, functionality, and best practices for using Smile's products


• Triage and resolve common technical issues independently, providing timely solutions to customer challenges


• Escalate complex issues to senior engineers when problems exceed your scope, ensuring proper handoff with detailed documentation


• Build and maintain a knowledge base by documenting resolved issues, creating FAQs, and developing troubleshooting guides for common problems


• Monitor system health and track daily performance metrics, flagging potential issues to senior team members before they impact customers


• Collaborate with the support team to identify recurring issues and contribute to continuous improvement of support processes

What We’re Looking For

Customer-First Communication

• Excellent written and verbal communication skills with the ability to explain technical concepts clearly


• Patient, empathetic approach that keeps customers confident and informed throughout the resolution process

Problem-Solving Mindset

• Strong analytical thinking and troubleshooting instincts


• Knows when to dig deeper versus when to escalate to senior engineers

Technical Aptitude

• Basic understanding of how software systems work


• Quick learner who can rapidly gain working knowledge of new products and tools

Organization and Follow-Through

• Detail-oriented with strong documentation habits


• Able to manage multiple tickets and prioritize effectively


• Follows up on escalated issues and maintains organized case notes

Team Collaboration

• Works well with senior engineers and learns from their expertise


• Takes initiative to ask questions and seek help when needed


• Contributes to team knowledge sharing and process improvements

Nice to Have

• Experience with ticketing systems like Zendesk


• Familiarity with monitoring dashboards or alerting systems


• Exposure to SaaS products, APIs, or developer tools


• Previous experience in technical support, customer support, or IT helpdesk role

Ideal Experience

• 1-2 years in customer-facing roles (support, helpdesk, customer success, or similar)


• Demonstrated ability to learn technical concepts quickly


• Genuine interest in technology and helping customers succeed