Remote Technical Support Engineer (B2B SaaS)

About the role

A UK cybersecurity client, trusted by global enterprises including Vodafone, Merck, Arriva and Hershey, is hiring a Technical Support Engineer to work remotely from South Africa. The role takes full end-to-end ownership of customer issues: investigating logs, reproducing defects in test tenants, handing documented cases to the Product Lead and keeping customers updated. It is a technical B2B SaaS engagement, not a script-reading helpdesk.

Key responsibilities

• Triage and resolve inbound customer tickets in Intercom within agreed SLAs, with clear expectation windows for each update.
• Diagnose using 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, isolating anomalies rather than sending generic checklists.
• Review daily Sentry errors and bi-weekly release notes, validating new functionality and hotfixes in sandbox tenants.
• Escalate to the Product Lead with complete handovers (reproduction steps, tenant/user IDs, UTC timestamps, log excerpts) and own the customer relationship with scheduled progress updates.
• Tag closed tickets with a root cause and update help centre documentation and troubleshooting workflows.

Required profile

• 3+ years in B2B SaaS support, application support or customer-facing engineering roles.
• Experience with B2B technical buyers (CISOs, IT Directors, SOC teams, platform administrators) and flawless written and spoken English.
• Proven track record of identifying recurring issues, documenting solutions or proposing shipped fixes.
• Self-motivated remote worker with a dedicated home office aligned to UK business hours.
• Intercom certification within the first 90 days.

Required skills

• Log analysis, REST/JSON inspection, HTTP status codes and browser developer tools.
• Intercom (or Zendesk, Freshdesk, HubSpot Service Hub).
• Nice to have: cybersecurity or human risk platforms, Microsoft 365 or Google Workspace mail flow, basic SQL, SSO/identity provisioning (SAML, OIDC, SCIM), and cloud/web frameworks or ISO 27001, SOC 2, UK GDPR.

The engagement is paid £1,200 - £1,600 per month, with UK business hours and UK public holidays. A dedicated workspace with a high-performance laptop, fibre internet, power contingency and headset is provided.