Product Support Engineer

Location: Kampala, Uganda, Uganda

Department: Product Integrity

Type: Full Time

Min. Experience: Entry Level

 

We are building a diverse and inclusive team and  this opportunity is open to any qualified internal and external applicants. Women  as well as candidates from Africa and those with experience working on the continent are particularly encouraged to apply for this role.

About Fenix

Fenix International is a next-generation energy and technology company. Our mission is to improve the quality of life of our customers through inclusive energy and financial services. Our flagship product, Fenix Power, is a modular, lease-to-own solar home system financed through affordable installments from just $0.11 per day. We use real-time transaction data to create a next-generation credit score to finance power upgrades and other life-changing loans, unlocking modern financial services for our customers. To date, Fenix has sold over 500,000 Solar Home Systems in Uganda, Zambia, Cote d'Ivoire, Benin, Nigeria and Mozambique, bringing clean, reliable power for lights, phones, radios, TV and much more to over 2,500,000 people.

In early 2018, Fenix joined forces with ENGIE, one of the world's largest energy companies and a leader in the move to renewable, decentralised and digital energy. This has allowed Fenix to make significant commercial investments to accelerate the path to our mission, via new markets and innovative products. Together, Fenix and ENGIE are making universal access to modern energy a reality.

Job Overview

Fenix International is looking for a talented, resourceful, self-starting Product Support Engineer to join the Fenix team 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 Responsibilities

  • Develop, test, and iterate support tools and processes across Fenix markets

  • Investigate and diagnose novel support issues and implement response plans

  • 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 improvement 

Required Skills & Experience

  • 2+ 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 testing

  • Ability to analyze problems, identify root causes and provide efficient solutions

  • BS or greater in technical field

  • 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 world

To Apply

 

Please submit your resume and cover letter through the job posting at www.fenixintl.com/careers/.

 

In your cover letter, please be sure to highlight the following:

  1. Why you are interested in Fenix International, and

  2. What excites you about this particular role.

Fenix offers a competitive salary and a fun, fast-paced and high-growth work environment. We recognize the value of diversity in our workforce, and encourage all qualified candidates to apply. We thank all candidates who choose to apply, however, only those selected for a further interview will be contacted.

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