Technical Support Engineer 2 - Azure SCIM at TeKnowledge · Kigali

Overview

We’re seeking a customer-oriented Technical Support Engineer 2 - SCIM to work on behalf of our client to resolve complex customer cases. You will work with customers to resolve software issues, collaborate with colleagues to continuously improve, and deliver exceptional customer service. This role is expected to take cases escalated by customers and/or Level 1 Support Engineers and should provide quick and accurate support.

At TeKnowledge, your work makes an impact from day one. We partner with organizations to deliver AI-First Expert Technology Services that drive meaningful impact in AI, Customer Experience, and Cybersecurity. We turn complexity into clarity and potential into progress—in a place where people lead and tech empowers.

You’ll be part of a diverse and inclusive team where trust, teamwork, and shared success fuel everything we do. We push boundaries, using advanced technologies to solve complex challenges for clients around the world.

Here, your work drives real change, and your ideas help shape the future of technology. We invest in you with top-tier training, mentorship, and career development—ensuring you stay ahead in an ever-evolving world.

Why You’ll Enjoy It Here:

• Be Part of Something Big – A growing company where your contributions matter.
• Make an Immediate Impact – Support groundbreaking technologies with real-world results.
• Work on Cutting-Edge Tech – AI, cybersecurity, and next-gen digital solutions.
• Thrive in an Inclusive Team – A culture built on trust, collaboration, and respect.
• We Care – Integrity, empathy, and purpose guide every decision.

We’re looking for innovators, problem-solvers, and experts ready to drive change and grow with us.

We Are TeKnowledge. Where People Lead and Tech Empowers.

Responsibilities

• Communicate with end users/ system administrators/ solution integrators via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue.
• Apply technical knowledge relevant to the solution using technical documentation to identify appropriate remediation steps, identify escalated urgent situations impacting business priorities, troubleshoot, reproduce customer issues in lab environments, and seek guidance from technical leads and subject matter experts as needed.
• Provide technical guidance across teams by identifying areas requiring expertise on different modules of a solution to resolve cases.
• Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.
• Mentor junior support engineers as needed or requested by management.

Qualifications

SCIM is a good fit for you if:

• You’re technically proficient and have higher education classwork in IT or technical work, or experience with enterprise support.
• You love technology, understand it, and are adept at using it.
• You’re proficient in both written and oral English.
• You enjoy solving complex technical issues.
• You’re customer-obsessed, take the initiative, and exceed expectations.

In this role:

• 2 – 3 years of technical and customer support experience are required.
• Higher-level technical education is preferred.
• Certifications relevant to the product are helpful.