Service Assurance & Support Engineer

About the role

The Service Assurance & Support Engineer will ensure the continuous availability and performance of Liquid Intelligent Technologies’ connectivity, cloud, data‑centre, cybersecurity, compute (AI) and payments platforms in Uganda. Working at the intersection of the Network Operations Centre, technical support and help‑desk, you will monitor services end‑to‑end, resolve incidents quickly and maintain high customer satisfaction.

Key responsibilities

• Monitor network, cloud, platform and application services 24/7.
• Detect, log and manage incidents through to resolution, following defined SLA targets.
• Provide Level 1 and Level 2 technical support to external customers and internal teams.
• Coordinate major incident response, escalation and communication with stakeholders.
• Perform root‑cause analysis (RCA) and drive corrective actions to prevent recurrence.
• Maintain ticketing systems, service records and accurate documentation.
• Collaborate with NOC, engineering and product teams to improve service reliability.

Required profile

• Strong sense of accountability, agility and collaboration.
• Ability to follow‑through on tasks and continuously improve processes.
• Excellent communication skills for clear interaction with customers and internal teams.

Required skills

• Network monitoring and performance analysis.
• Incident management and escalation procedures.
• Level 1 & Level 2 technical support.
• Root‑cause analysis (RCA) and corrective‑action implementation.
• Ticketing system administration (e.g., ServiceNow, JIRA).

What we offer

• Dynamic, purpose‑driven environment within a leading African digital infrastructure group.
• Opportunities to work with global partners such as Microsoft and NVIDIA.
• Exposure to cutting‑edge technologies in fibre networks, cloud services and AI compute.