Technical Support Engineer

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

📋 Description

• Oversee the inbound Intercom queue, assessing cases based on severity and business impact, ensuring adherence to SLAs, and managing expectations for future updates.

• Analyze customer issues utilizing error/event records, audit logs, browser console outputs, network traces, API payloads, mail flow, and multi-tenant configurations.

• Replicate complex issues within staging or test environments and associate tenant IDs, timestamps, and user telemetry.

• Elevate confirmed defects to the Product Lead, providing reproduction steps, tenant/user IDs, UTC timestamps, log excerpts, and excluded variables.

• Manage customer communications during escalation processes and validate hotfixes prior to case closure.

• Track tenant health alerts using tools like Sentry and proactively inform customers regarding failures.

• Review bi-weekly release notes, confirm altered functionalities in sandbox environments, and address affected cases.

• Categorize resolved tickets based on verified root causes.

• Conduct root-cause analysis on recurring issue categories.

• Create and maintain Help Centre articles, implementation guides, and troubleshooting documentation.

• Highlight UX friction to the Product Lead using evidence such as user journeys, reproduction paths, screenshots, and impact metrics.

• Report on support metrics, including ticket volumes, cause categories, trend trajectories, and preventative objectives.

• Utilize approved AI tools such as Claude, ChatGPT, and Cursor for technical research, ensuring the accuracy of outputs against source data.

⛳️ Requirements

• Minimum of 3 years in technical support, application support, product support, or customer-facing engineering roles dedicated to a multi-tenant B2B SaaS platform.

• Demonstrated experience in supporting technical B2B enterprise clients, including CISOs, IT Directors, SOC teams, security engineers, or system administrators.

• Proven ability to diagnose multi-tenant architectures and distinguish between tenant-specific misconfigurations and global system incidents.

• Strong proficiency in browser developer tools, HTTP status codes, REST APIs, JSON payloads, and log analysis.

• Established history of resolving systemic root causes.

• Practical experience with Intercom, Zendesk, Freshdesk, HubSpot Service Hub, or Front; Intercom experience is preferred.

• Excellent written and verbal communication skills in English.

• Proven capability for self-directed problem-solving and an eagerness to learn complex platform functionalities from architectural documentation.

• A fully equipped home office setup in South Africa, featuring high-speed fibre internet, reliable backup power (UPS/inverter), and quality audio-visual equipment.

• Preferred: experience in cybersecurity, secure email gateways, or human risk management platforms.

• Preferred: familiarity with Microsoft 365 / Google Workspace administration, encompassing SPF, DKIM, and DMARC.

• Preferred: understanding of SSO, SAML, OIDC, SCIM, Active Directory, or Entra ID (Azure AD).

• Preferred: practical skills in writing and executing read-only SQL queries.

• Preferred: exposure to Cloudflare, Nuxt, Vue, PostgreSQL, or Sentry.

• Preferred: working knowledge of ISO 27001, SOC 2, or UK GDPR.

• Preferred: active Intercom certification or a commitment to obtain certification within 90 days of engagement.

🏝️ Benefits

• Fully equipped home office environment in South Africa.

• High-speed fibre internet.

• Dedicated backup power (UPS/inverter) for load-shedding resilience.

• Quality AV peripherals.