Position: Technical Support Engineer
Salary: 25,000 ZAR to 32,000 ZAR
Working Hours: Aligned with UK Business Hours
Work Type: Independent Contractor
ABOUT THE COMPANY:
Our company isn't just scaling; we're redefining human risk and secure behaviour management in cybersecurity. Trusted by leading global enterprises including Vodafone, Merck, Arriva, and Hershey, we reduce human cyber risk through AI-driven automation, with Agentic AI expanding our capabilities even further.
In this company, support is where the product meets reality. Every ticket represents a customer telling us something true about the platformand every issue is either something we repeatedly answer, or a problem we solve once and eliminate at the source. We view support as an integral extension of product engineering, not a downstream cost centre.
ROLE OVERVIEW:
We are seeking a high-calibre Technical Support Engineer to take full ownership of our tier-2/tier-3 technical customer support function. This is a technical, investigative engagementnot a script-reading helpdesk.
Operating as an independent contractor based in South Africa, you will manage customer issues end to end: diagnosing logs and error records, reproducing complex platform issues in dedicated test tenants, handing fully documented, reproduction-ready defect packages to the Product Lead, and actively closing the loop by removing recurring root causes from our product, documentation, or onboarding flows.
You will inherit a high-discipline, high-efficiency operational setup powered by modern observability, AI acceleration, and proactive tenant-level monitoring.
RESPONSIBILITIES:
End-to-End Case Resolution
Manage the inbound queue via Intercom, triaging by severity and business impact, meeting strict SLAs, and proactively setting clear expectations for next updates.
Conduct deep diagnostic investigations before reaching out to customers: analyze error/event records, audit logs, browser console outputs, network traces, API request/response payloads, mail flow, and multi-tenant configurations.
Reproduce issues in staging/test tenants. If an issue is elusive, correlate system data across tenant IDs, timestamps, and user telemetry to isolate the failure state.
Package and escalate verified defects directly to the Product Lead. Every escalation must contain reproduction steps, tenant/user IDs, UTC timestamps, relevant log excerpts, and ruled-out variables to allow immediate engineering action without rework.
Maintain complete ownership of the customer communication loop during escalation cycles, verifying hotfixes against your original reproduction steps prior to closing cases.
Monitor proactive health alerts across tenant accounts (e.g., in Sentry), identifying failures before customers do and initiating contact with pre-empted fixes.
Track bi-weekly release cycles: review release notes on deployment day, validate altered functionality in sandbox environments, and resolve pending customer cases impacted by updates.
Root-Cause Elimination & Product Evolution
Classify every resolved ticket by verified root cause: product defect, documentation gap, UX friction, environmental configuration, feature limitation, or edge-case anomaly.
Conduct root-cause analysis on repeating issue categories to identify architectural, operational, or instructional fixes.
Directly author and maintain Help Centre articles, implementation guides, and troubleshooting documentation to drive customer self-service.
Surface UX friction points to the Product Lead backed by empirical evidence (user journeys, reproduction paths, screenshots, and aggregate impact metrics).
Report on support metrics using empirical data: ticket volumes categorized by cause, trend trajectories, and high-impact preventative targets.
Leverage approved AI acceleration tools (e.g., Claude, ChatGPT, Cursor) responsibly to speed up technical research, verifying all outputs against source data prior to customer transmission.
Requirements
3+ years of technical support, application support, product support, or customer-facing engineering experience dedicated to a multi-tenant B2B SaaS platform.
Proven track record supporting technical B2B enterprise buyers, such as CISOs, IT Directors, SOC teams, security engineers, or system administrators.
Demonstrated competency diagnosing multi-tenant architectures, recognizing tenant-specific misconfigurations versus global system incidents.
Strong working knowledge of web technologies: browser developer tools, HTTP status codes, REST APIs, JSON payloads, and log analysis.
Demonstrated history of systemic root-cause resolution (e.g., authored documentation that deflected ticket volume, initiated a UX change, or caught critical bugs).
Hands-on experience with modern support and service platforms (Intercom preferred; or Zendesk, Freshdesk, HubSpot Service Hub, Front).
Flawless written and verbal English communication skills, with the ability to convey technical diagnostics plainly and confidently under pressure.
Proven self-directed problem-solving ability, with an aptitude for learning complex platform capabilities directly from architecture docs.
Fully equipped home office environment in South Africa, including high-speed fibre internet, dedicated backup power (UPS/inverter) for load-shedding resilience, and quality AV peripherals.
PREFERRED:
Domain exposure to cybersecurity, secure email gateways, or human risk management platforms (e.g., KnowBe4, Proofpoint, Mimecast, Hoxhunt, Abnormal).
Working familiarity with enterprise mail flow systems: Microsoft 365 / Google Workspace administration, including SPF, DKIM, and DMARC record handling.
Familiarity with identity architecture and directory integrations: SSO, SAML, OIDC, SCIM, Active Directory, or Entra ID (Azure AD).
Practical ability to write and execute read-only SQL queries.
Exposure to modern web/cloud stacks (e.g., Cloudflare, Nuxt, Vue, PostgreSQL, Sentry).
Working knowledge of enterprise compliance standards (ISO 27001, SOC 2, UK GDPR) in a data-handling capacity.
Active Intercom certification (or commitment to achieve certification within 90 days of engagement).
What You’ll Bring:
Investigation-First Mindset: A refusal to guess or relay unverified theories. You look at logs, inspect configurations, reproduce the scenario, and present verified data.
Customer Empathy Without the Runaround: You never send the customer a boilerplate troubleshooting checklist for information you could pull from internal logs yourself.
Accountability & Integrity: You set expectations accurately (e.g., "I am investigating this log sequence and will update you by 14:00"), communicate transparently, and follow through predictably.
Calm, Consultative Demeanor: Composure and clarity when de-escalating frustrated enterprise customers.
Product-Minded Curiosity: An instinct to treat every resolved ticket as product feedback, asking why the problem existed and advocating for fixes that eliminate the issue permanently.
Originally posted on Himalayas