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 platform—and 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 engagement—not 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…