Technical Support Engineer

Responsibilities: — 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 analyzing 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 and correlate system data to isolate failure states. — Package and escalate verified defects directly to the Product Lead with detailed reproduction steps and relevant data. — Maintain ownership of customer communication during escalation cycles and verify hotfixes before closing cases. — Monitor proactive health alerts across tenant accounts using tools like Sentry. — Track bi-weekly release cycles, validate altered functionality, and resolve impacted customer cases. — Classify every resolved ticket by root cause and conduct root-cause analysis to identify fixes. — Author and maintain Help Centre articles, implementation guides, and troubleshooting documentation. — Surface UX friction points to the Product Lead with empirical evidence. — Report on support metrics using empirical data. — Use approved AI acceleration tools responsibly to speed up technical research. Requirements: — 3+ years of technical support or customer-facing engineering experience with multi-tenant B2B SaaS platforms. — Proven experience supporting technical B2B enterprise buyers such as CISOs, IT Directors, SOC teams, security engineers, or system administrators. — Competency diagnosing multi-tenant architectures and distinguishing tenant-specific misconfigurations from global incidents. — Strong knowledge of web technologies including browser developer tools, HTTP status codes, REST APIs, JSON payloads, and log analysis. — History of systemic root-cause resolution and documentation authorship. — Hands-on experience with support platforms like Intercom (preferred), Zendesk, Freshdesk, HubSpot Service Hub, or Front. — Excellent written and verbal English communication skills. — Self-directed problem-solving ability and aptitude for learning complex platform capabilities. — Fully equipped home office in South Africa with high-speed internet and backup power. Preferred: — Domain exposure to cybersecurity, secure email gateways, or human risk management platforms. — Familiarity with enterprise mail flow systems and administration including SPF, DKIM, and DMARC. — Knowledge of identity architecture and directory integrations such as SSO, SAML, OIDC, SCIM, Active Directory, or Azure AD. — Ability to write and execute read-only SQL queries. — Exposure to modern web/cloud stacks like Cloudflare, Nuxt, Vue, PostgreSQL, and Sentry. — Understanding of enterprise compliance standards (ISO 27001, SOC 2, UK GDPR). — Commitment to achieve Intercom certification within 90 days. Additional qualities: — Investigation-first mindset with refusal to guess or relay unverified theories. — Customer empathy without unnecessary troubleshooting steps. — Accountability, integrity, and transparent communication. — Calm and consultative demeanor for de-escalating frustrated customers. — Product-minded curiosity to treat tickets as product feedback and advocate for permanent fixes. The role is for an independent contractor based in South Africa, working aligned with UK business hours.