Technical Support Engineer

This is a remote position.

Technical Support Delivery  Provide technical support for SaaS and related products, resolving a wide range of customer
issues within SLAs.
 Perform effective triage, diagnosis, and troubleshooting of incidents, identifying root causes
where possible.
 Manage and resolve moderately complex technical issues independently, escalating more
advanced cases as required.
Customer Engagement & Communication  Communicate confidently and professionally with customers and partners via written, phone,
and video channels.
 Provide clear explanations of technical issues and solutions to both technical and non-technical
audiences.
 Ensure a high level of customer satisfaction through proactive updates and reliable support.
Case Management & Documentation  Own and manage support cases end-to-end, ensuring timely updates, prioritisation, and
resolution.
 Maintain accurate and detailed case records in CRM systems (e.g. Salesforce).
 Contribute to and maintain knowledge base articles and technical documentation.
Collaboration & Escalation  Collaborate with internal teams (e.g. engineering, product support) to resolve complex issues.
 Escalate issues appropriately with sufficient investigation and context.
 Support knowledge sharing within the team and assist less experienced colleagues when
appropriate.
Continuous Improvement & Operations  Contribute to process improvements, team initiatives, and service optimisation.
 Participate in training and continue to build product and technical expertise.
 Effectively manage multiple priorities in a fast-paced environment.
 Support crisis management processes when required.

Requirements

Skills & Competencies: Core Competencies
 Strong analytical and problem-solving skills with the ability to troubleshoot independently
 Customer-focused with strong interpersonal and communication skills
 Ability to manage multiple tasks and prioritise effectively
 Attention to detail and strong documentation practices
 Proactive mindset with a commitment to continuous learning
 Adaptability and openness to new tools and technologies
Technical Competencies
 Experience troubleshooting web-based or SaaS applications
 Working knowledge of JavaScript debugging (e.g. browser developer tools)
 Understanding of operating systems (Windows and/or Linux)
 Knowledge of email systems and protocols (SMTP, SPF, DKIM, DMARC concepts)
 Familiarity with Microsoft 365 / Exchange environments
 Basic understanding of APIs (REST), JSON, XML, and SQL
 Awareness of authentication methods (SSO, SAML, OAuth2)
 Understanding of networking fundamentals (TCP/IP, client-server architecture)
 Experience using CRM or ticketing tools (e.g. Salesforce)
Desirable:
 Exposure to ERP systems or system integrations
 Familiarity with SaaS environments or ITIL practices
Educational Requirements :
 Bachelor’s degree in Information Technology, Computer Science, or a related discipline (or
equivalent practical experience).
Essential Experience :
 Approximately 2–4 years’ experience in a technical support or similar IT role.
 Experience troubleshooting application, system, or integration issues in a customer-facing
environment.
 Demonstrated ability to manage support cases independently and meet SLAs.
 Experience working with CRM/ticketing systems and collaborating with cross-functional