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Senior Technical Support Engineer at Cadmus. Equal Access to High-Quality Education Moves Our World Forward. Meet Cadmus!. At Cadmus, we believe every student should have equal opportunity to achieve academic excellence; that’s why we’re changing how the world learns!. Cadmus is a global EdTech company purposefully built for the higher education sector to break down global learning barriers by providing educators and diverse student cohorts with access to high-quality learning and assessment. Built on rich, student-centric values, Cadmus empowers individuals to achieve their highest potential and graduate with the critical skills and knowledge to profoundly impact our workforces, communities, and evolving world.. A Bold Plan for Global Impact. At Cadmus, we’re working hard in pursuit of an ambitious, world-shaping goal: to provide 1 billion students with access to high-quality education by 2050.. That’s why we need a dedicated and skilled . Senior Technical Support Engineer. team member to join our efforts in transforming education.. We’re looking for a . Senior Technical Support Engineer . professional with 5+ years of experience maintaining and enhancing internal IT operations and assisted with internal technical product support. You are a natural "maintainer" with deep technical curiosity, finding satisfaction in ensuring our internal teams are fully supported. You will be the cornerstone of our support operations, owning our internal technology environment while also serving as the initial point of escalation for internal product issues.. You are a great fit if you demonstrate:. End-to-End Problem Ownership:. A history of owning and improving internal IT and support processes. You don’t just follow a script; you look for ways to make investigations and resolutions more efficient.. IT Operations Expertise:. Hands-on experience managing daily IT helpdesk operations, including hardware/software provisioning (macOS/Windows), network administration, MDM deployment, and user account management across SaaS platforms (e.g., Google Workspace, Microsoft 365). Experience with ISO 27001 compliance is highly desirable.. Technical Investigation & Product Expertise:. You are proficient in troubleshooting complex technical issues. You can comfortably investigate bug reports, replicate user scenarios to validate their existence, and document the precise steps, environment, and impact for the engineering team.. Comfort with Ambiguity & Pace:. A proven track record of thriving in a fast-paced growth environment. You are comfortable with ambiguity and demonstrate an ability to deliver practical solutions under tight deadlines.. Technical Curiosity:. You're driven by a deep curiosity for how things work, not just what they do. You love to build, tinker, and learn, both in and out of the office.. Clear Communication:. You can translate technical concepts into clear, user-friendly language for non-technical colleagues and can communicate effectively with engineers using precise technical language.. You Will: . Own All Internal IT Operations:. Act as the single point of contact for all internal IT support. You will manage the IT helpdesk, execute onboarding/offboarding workflows, handle hardware provisioning, manage software access, and continuously improve our internal systems.. Act as the Key Triage Point for Product Issues:. Serve as the bridge between our customer-facing teams and the engineering team. You will be responsible for the initial technical validation of all escalated bug reports.. Investigate, Replicate, and Document Bugs:. Your primary product support function will be to reproduce reported issues, gather detailed evidence (logs, console errors, screen recordings), and write clear, actionable bug tickets that allow developers to start work immediately.. Collaborate with Engineering to Verify Fixes:. Work closely with the development team to understand fixes and then perform the final validation to ensure the issue is resolved before notifying stakeholders.. Drive Support Process Improvement:. Proactively identify gaps in our issue escalation process, contribute to internal documentation, and help build a more efficient workflow for managing technical product issues.. Uphold Our Compliance Standards:. Meticulously log all IT and support activities, ensuring your work generates the clear evidence required to support our security and compliance programs (e.g., ISO 27001).. Company Location: Kenya.