Technical Support Engineer

Pear Tree.

. Triage, investigate, and resolve inbound customer tickets in Intercom within agreed SLAs .

Posted 11/3/2026contractRemote • South AfricaMid-LevelSenior💰 £1,200 - £1,600 per monthWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting multi-tenant, cloud-based platforms and managing customer support tickets effectively. Proficient in analyzing logs, validating functionality, and proposing improvements to enhance user experience and reduce ticket volume.

Highest-signal resume keywords

B2B SaaS Support ExperienceTroubleshooting Multi-Tenant PlatformsIntercom ProficiencyLog Analysis and InspectionFlawless Written and Spoken English

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Log AnalysisREST/JSON InspectionHTTP Status Code CheckingBasic SQL QueryingSSO KnowledgeIdentity Provisioning KnowledgeProactive Customer OutreachTicket Workflow ManagementDocumentation CreationUX/Product Fix Proposal

Soft Skills

Self-MotivatedProfessional LiaisonEffective Communication

Tools & Technologies

IntercomZendeskFreshdeskHubSpot Service HubMicrosoft 365Google WorkspaceCloudflareVueNuxtPostgreSQL

Certifications & Qualifications

Intercom Certification

Industry Keywords

B2BCloud-Based PlatformsCybersecurityISO 27001SOC 2UK GDPR

Tech Stack

Tools & technologies

CloudCyber SecurityNuxtPostgresSQLVue.js

About the role

Key responsibilities & impact

Triage, investigate, and resolve inbound customer tickets in Intercom within agreed SLAs
Set clear expectation windows and provide scheduled customer updates
Check platform and audit logs, Sentry error events, browser developer consoles, network traces, API payloads, and tenant configurations
Reproduce issues in sandbox environments and test tenants
Isolate anomalies across user logs, timestamps, and tenant settings
Review daily system error records and Sentry events to identify tenant-level failures proactively
Initiate proactive customer outreach with issues and resolutions already identified
Review bi-weekly release notes and validate new or changed functionality in sandbox tenants
Verify hotfixes against original reproduction steps and close waiting customer tickets
Provide the Product Lead with complete engineering escalations, including reproduction steps, tenant/user IDs, UTC timestamps, log excerpts, and eliminated variables
Maintain single-point-of-contact ownership while engineering fixes are developed
Categorize every closed ticket by root cause
Update help centre documentation, setup guides, and troubleshooting workflows
Present evidenced UX friction reports directly to the Product Lead
Manage the Intercom queue autonomously within SLA
Deliver verified escalations requiring zero rework
Propose shipped improvements across documentation, UX, or product features to reduce recurring ticket volume

Requirements

What you’ll need

3+ years in B2B SaaS support
Experience troubleshooting multi-tenant, cloud-based platforms in technical support, application support, or customer-facing engineering roles
Hands-on competence analyzing logs, inspecting REST/JSON network requests and responses, checking HTTP status codes, and using browser developer tools
Experience liaising professionally with B2B technical buyers, including CISOs, IT Directors, SOC teams, and platform administrators
Flawless written and spoken English
Concrete examples of identifying recurring platform issues, creating documentation that deflected tickets, or proposing shipped UX/product fixes
Practical experience with Intercom or comparable tools such as Zendesk, Freshdesk, or HubSpot Service Hub
Ticket workflow management experience
Self-motivated remote work ethic from a dedicated South African home-office setup aligned with UK business hours
Dedicated workspace equipped with a high-performance laptop, high-speed fibre internet, secondary connectivity, verified load-shedding power contingency, professional headset, and webcam
Attainment of Intercom certification within the first 90 days of engagement
Prior cybersecurity or human risk platform exposure preferred
Microsoft 365 or Google Workspace mail-flow administration preferred, including SPF, DKIM, and DMARC
Basic read-only SQL querying skills preferred
SSO and identity provisioning knowledge preferred, including SAML, OIDC, SCIM, Microsoft Entra ID, or Active Directory
Familiarity with Cloudflare, Vue, Nuxt, PostgreSQL, ISO 27001, SOC 2, or UK GDPR preferred

Benefits

Comp & perks

UK public holidays
Dedicated remote home-office setup
High-performance laptop
High-speed fibre internet
Secondary connectivity
Load-shedding power contingency with inverter/UPS
Professional headset and webcam
Intercom certification within the first 90 days of engagement