Support Engineer (SaaS)

Duration: Permanent

Location: Somerset West, Western Cape

Work Model: Onsite

About the Role

We are looking for a Technical Support, Application Support, or Support Engineer with experience supporting SaaS, cloud-based, or web applications. The successful candidate will be responsible for providing technical support to customers, troubleshooting application-related issues and ensuring an exceptional customer experience.

Ideal Candidate:

• You should have experience working with databases, building Postman collections and scripting with tools such as Bash, PowerShell, or VBScript.
• Strong communication skills, problem-solving ability and excellent time management are essential.

Key Responsibilities

• Respond to customer support requests via email, telephone, and live chat in a professional and timely manner.
• Troubleshoot, investigate, and resolve issues related to cloud-based and web applications.
• Document, track, and manage customer cases through the ticketing system.
• Collaborate with development and project teams to escalate and resolve complex technical issues.
• Proactively identify opportunities to improve the customer experience, including leveraging AI-driven tools to assist with initial diagnostics and issue resolution.
• Stay up to date with platform enhancements, new features, and industry best practices.

Qualifications

• Matric (Grade 12).
• Relevant tertiary qualification in Information Technology, Computer Science, Software Development, Information Systems, or a related field is advantageous.
• Certifications: Industry certifications in cloud technologies, databases, networking, or technical support will be beneficial.

Requirements

• Minimum 2 years' experience in a Technical Support, Application Support, or Support Engineer role.
• Proven experience supporting SaaS, Cloud-based, or Web Applications.
• Strong understanding of Cloud computing concepts and Web-based technologies.
• Software experience Beneficial.
• Experience working with SQL and relational databases.
• Experience using API testing tools such as Postman.
• Scripting experience with Bash, PowerShell, VBScript, or similar technologies.
• Excellent written and verbal communication skills.
• Ability to work independently and thrive in a fast-paced environment.
• Experience working with ticketing systems; exposure to ConnectWise Manage would be advantageous.

Desired Attributes

• Strong analytical and troubleshooting skills.
• Customer-focused with a passion for delivering exceptional support.
• Ability to manage multiple priorities and meet deadlines.
• Proactive mindset with a continuous improvement approach.
• Strong collaboration and stakeholder engagement skills.