Junior Software Support Engineer at Tana

Junior Software Support Engineer at Tana – Tana Kenya Job Details

About the Role

Tana is recruiting a Junior Software Support Engineer for a full-time position based in Nairobi. You will work for a global software company specialising in laboratory operations, data management, and workflow automation solutions. In this Software Developer role, you will bridge the gap between customer-facing support teams and the engineering division, investigating technical issues and collaborating on resolutions.

The Junior Software Support Engineer at Tana will handle customer-reported bugs, troubleshoot application and data problems, and implement fixes for lower-to-medium complexity issues. You will interact directly with customers, analyse system logs and databases, document defects, and escalate blockers to the development team. This position suits junior software engineers who enjoy methodical debugging, technical investigation, and working across multiple stakeholders.

Key Responsibilities

• Receive, analyse, and triage incoming customer support cases to determine severity, reproducibility, and the appropriate resolution path
• Investigate technical issues using database queries, system monitoring, application logs, and browser debugging tools to identify root causes
• Communicate directly with customers to clarify requirements, explain findings, and recommend solutions, workarounds, or corrective actions
• Implement fixes for lower-to-medium complexity issues, including code modifications, configuration adjustments, scripts, or data corrections
• Create and maintain support tickets, bug reports, and development tasks in platforms such as Zendesk and Jira
• Coordinate with development teams to stay informed on upcoming features, known limitations, identified bugs, and scheduled fixes
• Develop and maintain technical documentation including troubleshooting guides, knowledge base articles, and support procedures
• Contribute to software development lifecycle activities such as requirements analysis, testing, and validation as needed

Requirements & Qualifications

• Bachelor’s degree (BA/BSc) or Higher National Diploma (HND) in a related field
• 1–2 years of hands-on software development experience
• Solid proficiency in JavaScript and HTML
• Ability to write and understand SQL queries; experience with Microsoft SQL Server or Oracle is advantageous
• Strong debugging skills and ability to read code, trace execution, and identify root causes
• Clear communication skills—you must explain technical concepts to customers, business analysts, developers, and other stakeholders
• Sound judgment in prioritising issues, escalating blockers, and recommending next steps
• Meticulous attention to detail when documenting bugs, tickets, investigation steps, and resolutions
• Ability to manage multiple priorities independently with minimal supervision and maintain a customer-first approach

Desirable Experience

• Familiarity with jQuery or browser debugging tools such as Chrome DevTools
• Experience with diagnostic or monitoring tools including DebugDiag, Sysinternals, PowerShell, Postman, or SoapUI
• Unit testing or API exposure (SOAP or REST-based)
• Knowledge of object-oriented programming concepts, data structures, algorithms, or version control systems (Git, TFVC)
• C# or .NET framework experience; familiarity with Windows OS
• Prior use of issue tracking and support management tools

What to Expect

• A full-time role where you will apply technical troubleshooting skills daily and work closely with both support and engineering teams
• Responsibility for investigating customer-reported issues independently while escalating complex problems appropriately
• Opportunities to build your software support portfolio and deepen your understanding of the full development lifecycle
• This Junior Software Support Engineer at Tana position in Nairobi is open to qualified candidates on a rolling basis. Click Apply below to submit your application.

Method of Application

Interested and qualified? Go to Tana on www.careers-page.com to apply

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