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Technical Support Engineer

11 hours, 4 minutes ago
South Africa
Contract
Mid Level
Technical Support Engineer
Customer and Technical Support
Active Directory Cloudflare Cybersecurity HTTP JSON Nuxt.js OpenID Connect PostgreSQL REST API SAML SQL Vue.js
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D2B

D2B

D2B specializes in connecting Australian businesses with top offshore talent, facilitating the hiring process to help companies scale efficiently and effectively.

Professional Services
View All Jobs 23

Description

  • Manage and triage inbound Intercom support cases by severity and business impact while meeting SLAs.
  • Investigate technical issues using logs, audit records, browser consoles, network traces, API payloads, mail flow, and tenant configurations.
  • Reproduce complex issues in staging and test tenants using tenant, timestamp, and user telemetry data.
  • Escalate verified defects to the Product Lead with complete reproduction steps, evidence, and ruled-out variables.
  • Own customer communications throughout investigation and escalation cycles and verify hotfixes before closing cases.
  • Monitor tenant health alerts proactively and contact customers with pre-emptive fixes.
  • Review bi-weekly releases, validate changed functionality in sandbox environments, and resolve affected open cases.
  • Classify resolved tickets by root cause and analyze recurring issues to identify preventative improvements.
  • Create and maintain Help Centre articles, implementation guides, and troubleshooting documentation.
  • Report support trends and preventative targets, and surface evidence-backed UX issues to the Product Lead.

Requirements

  • 3+ years of technical, application, or product support experience for a multi-tenant B2B SaaS platform.
  • Experience supporting technical enterprise stakeholders such as CISOs, IT Directors, SOC teams, security engineers, or system administrators.
  • Ability to diagnose multi-tenant environments and distinguish tenant-specific configuration issues from global incidents.
  • Working knowledge of browser developer tools, HTTP status codes, REST APIs, JSON payloads, and log analysis.
  • Demonstrated experience resolving systemic root causes through documentation, UX improvements, or bug identification.
  • Experience with support platforms such as Intercom, Zendesk, Freshdesk, HubSpot Service Hub, or Front.
  • Excellent written and verbal English communication skills and a calm, consultative approach with enterprise customers.
  • Self-directed problem-solving ability and capacity to learn complex products from architecture documentation.
  • Based in South Africa with a fully equipped home office, high-speed fibre internet, backup power, and quality AV equipment.
  • Preferred: experience with cybersecurity, enterprise mail flow, identity integrations, read-only SQL, cloud/web stacks, compliance standards, or Intercom certification.

Benefits

  • Compensation of ZAR 25,000 to ZAR 32,000.
  • Independent contractor engagement aligned with UK business hours.

Interested in this position?

Apply directly on the company website

Apply Now

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