[Hiring] Technical Support Engineer @D2B

Role Description

Our UK client isn't just scaling; they're redefining human risk and secure behaviour management in cybersecurity. Trusted by global enterprises—including Vodafone, Merck, Arriva, and Hershey—they reduce human cyber risk through AI-driven automation, with Agentic AI extending this capability even further.

Support is where the product meets reality. Every ticket represents a customer telling us something true about the platform, and every ticket is either a question we keep answering or a problem we solve once and eliminate at the source.

We are engaging a dedicated Technical Support Engineer based remotely in South Africa to take full end-to-end ownership of customer issues:

• Investigating logs
• Reproducing defects in test tenants
• Handing fully documented cases to our Product Lead for engineering fixes
• Keeping customers proactively updated
• Eliminating root causes from the platform, documentation, or onboarding flows

This is a technical B2B SaaS engagement, not a script-reading helpdesk. You are inheriting a disciplined, high-standard operation where support functions directly as a strategic product feedback loop rather than a cost centre.

Qualifications

• 3+ Years in B2B SaaS Support: Proven background in multi-tenant, cloud-based platform troubleshooting within technical support, application support, or customer-facing engineering roles.
• Technical Troubleshooting Toolkit: Hands-on competence analyzing logs, inspecting network requests and responses (REST/JSON), checking HTTP status codes, and using browser developer tools.
• Enterprise Customer Communication: Demonstrated experience liaising professionally with B2B technical buyers (CISOs, IT Directors, SOC teams, platform administrators) with flawless written and spoken English.
• Root Cause Track Record: Concrete examples of identifying recurring platform issues, creating documentation that deflected tickets, or proposing shipped UX/product fixes.
• Support Platform Proficiency: Practical experience with Intercom (or comparable tools such as Zendesk, Freshdesk, HubSpot Service Hub) and ticket workflow management.
• Independent Contractor Discipline: Self-motivated remote work ethic from a dedicated South African home-office setup aligned with UK business hours.

Requirements

• Actionable Engineering Escalations: Provide our Product Lead with complete, zero-rework handovers—including reproduction steps, tenant/user IDs, UTC timestamps, relevant log excerpts, and eliminated variables—ready for engineering action.
• Customer Ownership: Maintain single-point-of-contact ownership with the customer while the engineering fix is being developed, providing dependable, scheduled progress updates.
• Systematic Ticket Categorisation: Tag every closed ticket with a defined root cause (product bug, UX friction, documentation gap, environment issue, or missing feature).
• Documentation & Product Feedback: Update help centre documentation, setup guides, and troubleshooting workflows to enable customer self-service, while presenting evidenced UX friction reports directly to the Product Lead.

Benefits

• Workspace & Contingency Setup: Dedicated workspace equipped with a high-performance laptop, high-speed fibre internet, secondary connectivity, a verified load-shedding power contingency (inverter/UPS), and a professional headset and webcam.
• Certification Requirement: Attainment of Intercom certification within the first 90 days of engagement.

What Success Looks Like

• By day 90, you are managing the Intercom queue autonomously within SLA, maintaining a 100% root-cause classification rate on closed tickets, and delivering complete, verified escalations that require zero rework from the Product Lead.
• You have established a daily routine of proactive outreach from system error logs, verified bi-weekly release hotfixes independently, and proposed at least three shipped improvements across documentation, UX, or product features that tangibly reduce recurring ticket volume.