(English C1) L1 Technical Support Consultant (remote, global)

South Africa·Cape TownRemoteContractmid

Customer SuccessTechnical Support

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Quick Summary

Key Responsibilities

Troubleshoot access, configuration, and connectivity issues on a cloud-based, AI-driven data security platform; Investigate reported issues, document findings,

Requirements Summary

Excellent English communication skills (at least C1 for both spoken and written); Previous experience in a technical support role supporting a technical product (software, SaaS, app,

Technical Tools

Customer SuccessTechnical Support

Responsibilities

~1 min read

→Troubleshoot access, configuration, and connectivity issues on a cloud-based, AI-driven data security platform;
→Investigate reported issues, document findings, and escalate unresolved cases to the relevant teams;
→Review system behavior and error patterns to help identify the cause of technical issues;
→Share clear, practical guidance with clients and internal teams based on your findings;
→Assist client IT teams with platform setup and access configuration;
→Keep clients informed about the status of their requests and manage expectations clearly;
→Manage your ticket queue in Zendesk, prioritizing by urgency and SLA;
→Track recurring issues and share insights that help improve the product and the client experience.
→Provide high-touch, multi-channel technical support (email, tickets, and occasional live sessions) to resolve complex issues for corporate enterprise clients.

Requirements

~1 min read

Excellent English communication skills (at least C1 for both spoken and written);
Previous experience in a technical support role supporting a technical product (software, SaaS, app, or platform);
Understanding of basic cloud concepts (SaaS, cloud-hosted vs. installed software, user access and permissions) and common issues in cloud-based products;
Structured troubleshooting skills: confirming the scope of an issue, gathering details, reproducing the problem, and escalating with complete and clear information;
Hands-on experience with ticketing systems, including managing queues, priorities, SLAs, and internal notes;
Hands-on experience with Zendesk;
Tech-savvy, with the ability to learn new products, tools, and processes quickly;
Customer-oriented and responsible attitude;
Excellent interpersonal skills.

Nice to Have

~1 min read

2+ years of experience in a Technical Support, Application Support, or Technical Account Management role handling B2B software environments;
Familiarity with cloud platforms such as AWS, Azure, Microsoft 365, or Google Workspace;
Understanding of cloud architecture (SaaS/IaaS), network basics, and enterprise access controls;
Experience using centralized logging tools to investigate connectivity or permission issues.