Technical Support Engineer (Cybersecurity)

Location: Remote from South Africa, aligned with UK business hours; UK public holidays apply.

Salary: £1,200–£1,600 per month.

Company

A cybersecurity SaaS platform uses AI-driven automation and Agentic AI to reduce human cyber risk for global enterprises.

What you will do

• Triage, investigate, and resolve inbound customer tickets in Intercom within agreed SLAs, with clear update timelines.
• Analyze platform and audit logs, Sentry events, browser developer tools, network traces, REST/JSON payloads, and tenant configurations.
• Reproduce defects in sandbox environments and test tenants, isolate anomalies, and proactively identify tenant-level failures.
• Verify releases and hotfixes in sandbox tenants and close waiting customer tickets.
• Prepare complete engineering escalations with reproduction steps, tenant and user IDs, UTC timestamps, logs, and eliminated variables.
• Own customer communication, classify root causes, update documentation, and provide evidence-based product feedback.

Requirements

• 3+ years of experience supporting multi-tenant, cloud-based B2B SaaS platforms in technical support, application support, or customer-facing engineering roles.
• Hands-on experience analyzing logs, inspecting REST/JSON network requests and responses, checking HTTP status codes, and using browser developer tools.
• Professional communication with B2B technical buyers including CISOs, IT Directors, SOC teams, and platform administrators; flawless written and spoken English required.
• Demonstrated ability to identify recurring platform issues, create documentation that deflects tickets, or propose shipped UX and product fixes.
• Practical experience with Intercom or comparable support platforms such as Zendesk, Freshdesk, or HubSpot Service Hub.
• Independent remote work from a dedicated South African home office aligned with UK business hours.

Nice to have

• Cybersecurity or human risk platform experience, including KnowBe4, Proofpoint, Mimecast, or Hoxhunt.
• Microsoft 365 or Google Workspace mail-flow administration, including SPF, DKIM, and DMARC.
• Basic read-only SQL querying skills.
• SSO and identity provisioning knowledge, including SAML, OIDC, SCIM, Microsoft Entra ID, or Active Directory.
• Familiarity with Cloudflare, Vue, Nuxt, PostgreSQL, ISO 27001, SOC 2, or UK GDPR.

Culture & Benefits

• Evidence-first support practice: system data must be checked before communicating conclusions.
• Customer-facing troubleshooting should use available logs rather than sending unverified task lists.
• Explicit next-update times must be provided and met consistently.
• Dedicated workspace required with a high-performance laptop, high-speed fibre internet, secondary connectivity, load-shedding power contingency, headset, and webcam.
• Intercom certification must be attained within the first 90 days of engagement.
• By day 90, success includes autonomous SLA management, 100% root-cause classification, zero-rework escalations, proactive monitoring, independently verified hotfixes, and at least three shipped improvements.