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D2BTechnical Support Engineer
D2B seeks a Technical Support Engineer to manage its tier-2 and tier-3 customer support operations as an independent contractor based in South Africa. The company specializes…
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About This Role
D2B seeks a Technical Support Engineer to manage its tier-2 and tier-3 customer support operations as an independent contractor based in South Africa. The company specializes in human risk and secure behaviour management within the cybersecurity industry, utilizing AI-driven automation to assist global enterprise clients like Vodafone, Merck, Arriva, and Hershey. In this position, support functions as an extension of product engineering rather than a traditional helpdesk. The role involves…
Job Description
D2B seeks a Technical Support Engineer to manage its tier-2 and tier-3 customer support operations as an independent contractor based in South Africa. The company specializes in human risk and secure behaviour management within the cybersecurity industry, utilizing AI-driven automation to assist global enterprise clients like Vodafone, Merck, Arriva, and Hershey. In this position, support functions as an extension of product engineering rather than a traditional helpdesk. The role involves deep investigative work, resolving complex platform issues, analyzing logs and network traces, and collaborating directly with the Product Lead to eliminate recurring root causes.
This engagement suits an analytical engineer who prefers investigation over script-reading. Working hours align with UK business hours. The compensation ranges from 25,000 ZAR to 32,000 ZAR.
Responsibilities
- Manage the inbound support queue on Intercom by triaging tickets according to severity and business impact
- Conduct thorough diagnostic investigations using error logs, browser console outputs, network traces, and API payloads
- Reproduce complex platform bugs within dedicated test tenants and isolate failure states
- Package verified defects with full documentation and timestamps for the Product Lead
- Maintain complete communication with customers during escalation phases and verify hotfixes
- Identify platform failures early by tracking proactive health alerts in systems like Sentry
- Validate altered functionality in sandbox environments following bi-weekly release cycles
- Classify resolved tickets by root cause and update Help Centre documentation and troubleshooting guides
- Report empirical support metrics and trends to the Product Lead
- Utilize approved AI tools responsibly to accelerate technical research
Requirements
- Minimum of 3 years of technical, application, or product support experience focused on a multi-tenant B2B SaaS platform
- Experience supporting enterprise buyers such as CISOs, IT directors, security engineers, or system administrators
- Proficiency in diagnosing multi-tenant architectures and spotting misconfigurations
- Working knowledge of web tech including browser developer tools, HTTP status codes, REST APIs, JSON, and log analysis
- Demonstrated history of systemic root-cause resolution
- Hands-on experience with modern support platforms such as Intercom, Zendesk, Freshdesk, HubSpot Service Hub, or Front
- Fluent written and verbal English communication skills
- Strong self-directed problem-solving abilities
- Equipped home office in South Africa featuring high-speed fibre internet and backup power for load-shedding resilience
Qualifications
- Domain exposure to cybersecurity, secure email gateways, or human risk management platforms
- Familiarity with enterprise mail flow systems including Microsoft 365, Google Workspace, SPF, DKIM, and DMARC
- Knowledge of identity architecture and directory integrations such as SSO, SAML, OIDC, SCIM, Active Directory, or Entra ID
- Ability to write and execute read-only SQL queries
- Exposure to modern web and cloud stacks like Cloudflare, Nuxt, Vue, PostgreSQL, and Sentry
- Knowledge of enterprise compliance standards including ISO 27001, SOC 2, and UK GDPR
- Active Intercom certification or a commitment to achieve it within 90 days
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the location and work arrangement for this role?
The position is structured as an independent contractor role based in South Africa, operating during UK business hours.
What is the salary for the Technical Support Engineer position?
The salary ranges from 25,000 ZAR to 32,000 ZAR.
What kind of experience is required?
Candidates must have at least 3 years of technical or product support experience for a multi-tenant B2B SaaS platform, along with a home office setup in South Africa featuring high-speed fibre internet and backup power.
Sample Interview Questions
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