Technical Support Engineer (West Africa – French Speaking) Jobs in SparkMeter Yaoundé, Cameroon

Website SparkMeter

This Job Listing is about SparkMeter in Yaoundé, Cameroon 2022

About the job


Come join SparkMeter’s Customer Success team and help increase electricity access in developing countries. As a Technical Support Engineer, you will support our microgrid and distribution utility customers around the world as they set up and operate our smart metering system. You’ll engage with our customers everyday and work to maintain a high level of customer satisfaction by making sure that they are getting everything they need as they build and expand their grid projects using our products.

You’ll focus on:

  • Resolving technical escalations to support SparkMeter’s customer base. We provide remote support for our customers around the world. You’re excited to work with customers to help analyze and resolve issues they encounter. When solving problems, you’ll pay close attention to detail in order to diagnose the root cause and document interactions for visibility to the team and to improve the product and its support processes
  • Providing on-call troubleshooting and issue resolution coverage. You will monitor customer requests on weekends on a rotating schedule with your peers in addition to providing technical support during regular business hours.
  • Conducting remote system upgrades. You’ll help our customers leverage the latest features in our software by making sure their system is up to date.
  • Improving our support processes. You’ll make recommendations and revise standard operation procedures as needed to enhance the issue resolution experience for the team and our customers.

Where You’ll Work

You will work from home but we do already have 2 full time employees in Nigeria and roughly another 10 in Kenya. The person filling this role will occasionally be asked to Travel to Kenya, perhaps once or twice a year for larger company meetings and or occasionally French speaking customer sites or geographically close locations to help with various technical tasks. This is expected to not be more than 5% of your total time.

Type of Role

This is a full-time role with benefits. Compensation is made of salary and performance bonus.

SparkMeter was founded to promote opportunity in underrepresented communities initially but has since grown into serving urban & peri urban communities as well.

Our values and how we embody them:

Be a pioneer

  • We take our energy from finding innovative solutions to important problems.
  • We don’t shy away from the unbeaten path or from hard problems.
  • We believe that existing solutions and products, ours and others’, are opportunities for improvement.

Listen to understand

  • We believe that the most important part of a dialogue is listening, not talking.
  • We actively seek others’ opinions and experience of the world to improve and complete our own.
  • We ask hard questions to understand others’ opinions and experience at a deeper level, and we assume good intentions when asked questions about our own.

Act together

  • We welcome and look for feedback on our plans and actions, to improve them and eliminate duplicates or repeats.
  • We believe that transparency, openness and clarity in our plans and actions are essential to achieving great things as a team. We assume that anyone within the team acts with good intentions and shares information responsibly.
  • We are driven by the great outcomes that we achieve as a team.

Grow capability

  • We look to continually learn new skills and improve our existing skills.
  • We believe in sharing our knowledge with others to strengthen and challenge our abilities as well as help others grow their own.
  • We know that the quality of our work and of our peers’ work is impacted as much if not more by their human skills and by the richness of their experience as by the technical skills that directly match their job description.

Take responsibility

  • We believe that every action we take impacts others, in ways that we may or may notice. We accept accountability for the results of our actions and ask for forgiveness as we implement corrections.
  • We are not afraid of making mistakes. But we strive to never make the same mistake twice.
  • When noticing a problem or a potential of improvement, our first thought is “what can I do to make it better”, and our second thought is “who should I talk to in order to make my plan better.”

Qualifications

Requirements

  • Fluent French speaker (Does not have to be native)
  • Bachelor’s Degree in Computer Science or other quantitative engineering/science degree, or equivalent professional experience (3+ years).
  • 2+ years of experience with a higher level programming language (ideally Python or R), familiarity with relational databases (PostgreSQL or MySQL) and command prompt/terminal. Software Development experience or experience with APIs is a plus.
  • Experience with ticketing systems (e.g. Zendesk, JIRA), and CRMs (e.g. Salesforce) strongly preferred.

You will be a good fit for this role if you have:

  • Knowledge of Smart Metering technology. You are excited to learn more about the technical concepts behind SparkMeter’s product. A background in energy or software are examples of experience that will help you grasp our product’s evolving capabilities and limitations in order to ensure that our clients can meet their objectives. Direct experience with Smart Metering technology is strongly recommended.
  • Experience working with customers. You are comfortable engaging with customers via email, over the phone, and in person and owning outcomes to solve their problems. You have excellent interpersonal skills and work well in a team environment.
  • Strong communication skills. In order to connect to customers, understand their needs, and create great documentation, you should have excellent written and verbal communication skills in English. If you are business proficient in other languages, that’s great too! For example, speaking French would be highly advantageous, as we have many French-speaking customers.
  • Empathy. Our customers and partners are based in over 25 countries all over the world and come from many different backgrounds. You should be comfortable and enjoy talking with people who come from cultures different from your own.
  • A connection to energy and energy access. Our mission is to increase access to electricity in underserved communities, and your connection to our mission will inform your work and connect you to your mission-driven colleagues. Having exposure in the field in which we work will help you better understand our customers, where they are coming from, and their needs.
  • Self-starter discipline. You love devising new systems and getting all things in their right place. We’re a startup, which means we are building systems as we grow and require leadership from everyone in our company for this.

Company: SparkMeter

Vacancy Type: Full-time · Entry level 

Job Location: Yaoundé, Cameroon

Application Deadline: N/A

Apply Here

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