Technical Support Engineer

Pear Tree.

. Manage the inbound Intercom queue, triaging cases by severity and business impact, meeting SLAs, and setting expectations for next updates .

Posted 11/5/2026contractRemote • South AfricaMid-LevelSenior💰 ZAR 25,000 - ZAR 32,000 per monthWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing technical support for multi-tenant B2B SaaS platforms, with a strong focus on root-cause analysis, customer communication, and issue resolution. Proficient in utilizing tools for monitoring and troubleshooting, while maintaining high standards of documentation and reporting.

Highest-signal resume keywords

Technical Support ExperienceRoot-Cause AnalysisIntercom ProficiencyB2B SaaS Platform KnowledgeStrong Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Root-Cause AnalysisLog AnalysisREST APIsJSON PayloadsBrowser Developer ToolsSQL QueriesMulti-Tenant Architecture DiagnosisTechnical TroubleshootingSystemic Issue ResolutionUX Friction Analysis

Soft Skills

Problem-SolvingSelf-Directed LearningWritten CommunicationVerbal Communication

Tools & Technologies

IntercomZendeskFreshdeskHubSpot Service HubSentryCloudflareMicrosoft 365Google WorkspaceActive DirectoryEntra ID

Certifications & Qualifications

Intercom Certification

Industry Keywords

B2B SaaSCybersecurityISO 27001SOC 2UK GDPRSecure Email GatewaysHuman Risk ManagementSSOSAMLOIDC

Tech Stack

Tools & technologies

AzureCyber SecurityNuxtPostgresSQLVue.js

About the role

Key responsibilities & impact

Manage the inbound Intercom queue, triaging cases by severity and business impact, meeting SLAs, and setting expectations for next updates
Investigate customer issues using error/event records, audit logs, browser console outputs, network traces, API payloads, mail flow, and multi-tenant configurations
Reproduce complex issues in staging or test tenants and correlate tenant IDs, timestamps, and user telemetry
Escalate verified defects to the Product Lead with reproduction steps, tenant/user IDs, UTC timestamps, log excerpts, and ruled-out variables
Own customer communications during escalation cycles and verify hotfixes before closing cases
Monitor tenant health alerts in tools such as Sentry and proactively contact customers about failures
Review bi-weekly release notes, validate changed functionality in sandbox environments, and resolve impacted cases
Classify resolved tickets by verified root cause
Perform root-cause analysis on recurring issue categories
Author and maintain Help Centre articles, implementation guides, and troubleshooting documentation
Surface UX friction to the Product Lead using evidence such as user journeys, reproduction paths, screenshots, and impact metrics
Report support metrics including ticket volumes, cause categories, trend trajectories, and preventative targets
Use approved AI tools such as Claude, ChatGPT, and Cursor for technical research while verifying outputs against source data

Requirements

What you’ll need

3+ years of technical support, application support, product support, or customer-facing engineering experience dedicated to a multi-tenant B2B SaaS platform
Proven track record supporting technical B2B enterprise buyers, such as CISOs, IT Directors, SOC teams, security engineers, or system administrators
Demonstrated competency diagnosing multi-tenant architectures and recognizing tenant-specific misconfigurations versus global system incidents
Strong working knowledge of browser developer tools, HTTP status codes, REST APIs, JSON payloads, and log analysis
Demonstrated history of systemic root-cause resolution
Hands-on experience with Intercom, Zendesk, Freshdesk, HubSpot Service Hub, or Front; Intercom preferred
Flawless written and verbal English communication skills
Proven self-directed problem-solving ability and aptitude for learning complex platform capabilities from architecture docs
Fully equipped home office environment in South Africa, including high-speed fibre internet, dedicated backup power (UPS/inverter), and quality AV peripherals
Preferred: domain exposure to cybersecurity, secure email gateways, or human risk management platforms
Preferred: familiarity with Microsoft 365 / Google Workspace administration, including SPF, DKIM, and DMARC
Preferred: familiarity with SSO, SAML, OIDC, SCIM, Active Directory, or Entra ID (Azure AD)
Preferred: practical ability to write and execute read-only SQL queries
Preferred: exposure to Cloudflare, Nuxt, Vue, PostgreSQL, or Sentry
Preferred: working knowledge of ISO 27001, SOC 2, or UK GDPR
Preferred: active Intercom certification or commitment to achieve certification within 90 days of engagement

Benefits

Comp & perks

Fully equipped home office environment in South Africa
High-speed fibre internet
Dedicated backup power (UPS/inverter) for load-shedding resilience
Quality AV peripherals