Technical Support Consultant L1 (Remote, South Africa)

A global support-as-a-service provider that delivers outsourced technical and customer support for software, SaaS and hardware brands. The team works across many countries and languages, serving enterprise clients on a cloud-based security platform. This contract role focuses on first-line technical troubleshooting and high-touch support for corporate customers.

What you'll do

• Troubleshoot access, configuration and connectivity issues on a cloud-based security platform
• Investigate reported issues, document findings and escalate unresolved cases with complete information
• Review system behavior and error patterns to help identify root causes
• Guide clients and internal teams with clear, practical steps and keep clients updated on request status
• Manage a Zendesk ticket queue by urgency and SLA, and track recurring issues to inform product and service improvements
• Provide multi-channel support (email, tickets and occasional live sessions) for enterprise clients

What you need

• English at C1 level or higher, spoken and written
• Previous technical support experience with a software, SaaS, app or platform product
• Understanding of basic cloud concepts such as SaaS, cloud-hosted vs. installed software, and user access and permissions
• Structured troubleshooting skills, including confirming scope, gathering details, reproducing issues and writing clear escalations
• Hands-on experience with ticketing systems, including queues, priorities, SLAs and internal notes; Zendesk experience required
• Must be based in South Africa. Nice to have: 2+ years in B2B technical support or account support, and familiarity with AWS, Azure, Microsoft 365 or Google Workspace

Applicants must be based in: South Africa.

How to apply

Get the free i'llTip app to see the employer's details and apply. i'llTip's AI can tailor your résumé to this job, and you'll get alerts for similar roles.

Prefer the website? Continue on illtip.comOr get the app: Android · iPhone

🔔 Get new jobs like this first: join i'llTip Jobs on Telegram · or get personal job alerts