Technical Support Engineer

Job Information

• Job Opening ID ZR_1011_JOB
• Date Opened 07/21/2026
• Job Type Full time
• Industry IT Services
• Remote Job

Job Description

This is a remote position.

Technical Support Delivery

 Provide technical support for SaaS and related products, resolving a wide range of customer issues within SLAs.

 Perform effective triage, diagnosis, and troubleshooting of incidents, identifying root causes where possible.

 Manage and resolve moderately complex technical issues independently, escalating more advanced cases as required.

Customer Engagement & Communication

 Communicate confidently and professionally with customers and partners via written, phone, and video channels.

 Provide clear explanations of technical issues and solutions to both technical and non-technical audiences.

 Ensure a high level of customer satisfaction through proactive updates and reliable support.

Case Management & Documentation

 Own and manage support cases end-to-end, ensuring timely updates, prioritisation, and resolution.

 Maintain accurate and detailed case records in CRM systems (e.g. Salesforce).

 Contribute to and maintain knowledge base articles and technical documentation.

Collaboration & Escalation

 Collaborate with internal teams (e.g. engineering, product support) to resolve complex issues.

 Escalate issues appropriately with sufficient investigation and context.

 Support knowledge sharing within the team and assist less experienced colleagues when appropriate.

Continuous Improvement & Operations

 Contribute to process improvements, team initiatives, and service optimisation.

 Participate in training and continue to build product and technical expertise.

 Effectively manage multiple priorities in a fast-paced environment.

 Support crisis management processes when required.

Requirements

Skills & Competencies

Core Competencies

•  Strong analytical and problem-solving skills with the ability to troubleshoot independently
•  Customer-focused with strong interpersonal and communication skills
•  Ability to manage multiple tasks and prioritise effectively
•  Attention to detail and strong documentation practices
•  Proactive mindset with a commitment to continuous learning
•  Adaptability and openness to new tools and technologies

Technical Competencies

•  Experience troubleshooting web-based or SaaS applications
•  Working knowledge of JavaScript debugging (e.g. browser developer tools)
•  Understanding of operating systems (Windows and/or Linux)
•  Knowledge of email systems and protocols (SMTP, SPF, DKIM, DMARC concepts)
•  Familiarity with Microsoft 365 / Exchange environments
•  Basic understanding of APIs (REST), JSON, XML, and SQL
•  Awareness of authentication methods (SSO, SAML, OAuth2)
•  Understanding of networking fundamentals (TCP/IP, client-server architecture)
•  Experience using CRM or ticketing tools (e.g. Salesforce)

Desirable

•  Exposure to ERP systems or system integrations
•  Familiarity with SaaS environments or ITIL practices

Educational Requirements

 Bachelor’s degree in Information Technology, Computer Science, or a related discipline (or equivalent practical experience).

Essential Experience

 Approximately 2–4 years’ experience in a technical support or similar IT role.

 Experience troubleshooting application, system, or integration issues in a customer-facing environment.

 Demonstrated ability to manage support cases independently and meet SLAs.

 Experience working with CRM/ticketing systems and collaborating with cross-functional