Technical Support Engineer

Category: IT Services

Location:

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

Details