Technical Support Engineer

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Triage, investigate, and resolve incoming customer tickets in Intercom while adhering to agreed SLAs.

• Set clear expectations and provide scheduled updates to customers.

• Review platform and audit logs, Sentry error events, browser developer consoles, network traces, API payloads, and tenant configurations.

• Reproduce issues in sandbox environments and test tenants.

• Identify anomalies across user logs, timestamps, and tenant settings.

• Proactively review daily system error records and Sentry events to identify tenant-level failures.

• Initiate proactive outreach to customers regarding issues and resolutions that have already been pinpointed.

• Review bi-weekly release notes and validate new or modified functionalities in sandbox tenants.

• Verify hotfixes against original reproduction steps and close pending customer tickets.

• Provide the Product Lead with comprehensive engineering escalations, including reproduction steps, tenant/user IDs, UTC timestamps, log excerpts, and eliminated variables.

• Maintain single-point-of-contact ownership while engineering fixes are in development.

• Categorize every closed ticket by its root cause.

• Update help centre documentation, setup guides, and troubleshooting workflows.

• Present evidence-based UX friction reports directly to the Product Lead.

• Manage the Intercom queue autonomously within SLA.

• Deliver verified escalations that require no rework.

• Suggest improvements to documentation, UX, or product features to minimize recurring ticket volume.

⛳️ Requirements

• 3+ years of experience in B2B SaaS support.

• Experience in troubleshooting multi-tenant, cloud-based platforms in technical support, application support, or customer-facing engineering roles.

• Proficient in analyzing logs, inspecting REST/JSON network requests and responses, checking HTTP status codes, and utilizing browser developer tools.

• Experience engaging professionally with B2B technical buyers, including CISOs, IT Directors, SOC teams, and platform administrators.

• Excellent written and spoken English skills.

• Demonstrated experience in identifying recurring platform issues, creating documentation that deflected tickets, or proposing delivered UX/product fixes.

• Practical experience with Intercom or similar tools such as Zendesk, Freshdesk, or HubSpot Service Hub.

• Experience managing ticket workflows.

• Self-motivated remote work ethic from a dedicated South African home-office setup aligned with UK business hours.

• Dedicated workspace equipped with a high-performance laptop, high-speed fibre internet, secondary connectivity, verified load-shedding power contingency, professional headset, and webcam.

• Must obtain Intercom certification within the first 90 days of engagement.

• Previous exposure to cybersecurity or human risk platforms is preferred.

• Preferred experience in Microsoft 365 or Google Workspace mail-flow administration, including SPF, DKIM, and DMARC.

• Basic read-only SQL querying skills preferred.

• Knowledge of SSO and identity provisioning preferred, including SAML, OIDC, SCIM, Microsoft Entra ID, or Active Directory.

• Familiarity with Cloudflare, Vue, Nuxt, PostgreSQL, ISO 27001, SOC 2, or UK GDPR is preferred.

🏝️ Benefits

• UK public holidays.

• Dedicated remote home-office setup.

• High-performance laptop.

• High-speed fibre internet.

• Secondary connectivity.

• Load-shedding power contingency with inverter/UPS.

• Professional headset and webcam.

• Intercom certification within the first 90 days of engagement.