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Technical Support Engineer

14 hours, 10 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 12

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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