Technical Support Engineer

Position : Technical Support Engineer

Salary : £1,200 – £1,600 per month  

Working Hours: : UK business hours

Holidays : UK public holidays

About the Role

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, and 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.

Key Responsibilities

Case Investigation & Troubleshooting

• Inbound Queue Management: Triage, investigate, and resolve inbound customer tickets inside Intercom within agreed SLAs, setting clear expectation windows for every update.
• Evidence-First Diagnostics: Check platform and audit logs, Sentry error events, browser developer consoles, network traces, API request/response payloads, and tenant configurations before asking the customer for additional details.
• Defect Reproduction: Replicate issues inside sandbox environments and test tenants. When issues do not immediately reproduce, isolate anomalies across user logs, timestamps, and tenant settings rather than sending generic checklists to customers.
• Proactive Monitoring: Review daily system error records and Sentry events to identify tenant-level failures before customers notice them, initiating proactive outreach with the issue and resolution already in place.
• Release Verification: Review bi-weekly release notes on ship day, validate new and changed functionality in sandbox tenants, verify hotfixes against original reproduction steps, and close out waiting customer tickets.

Escalations & Root Cause Elimination

• 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.