236 Technical Support Engineer jobs in South Africa
Technical Support Engineer
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Job Description
Meet Ozow:
Ozow is a leading fintech company that's redefining digital payments in South Africa and beyond. We're dedicated to making payments more accessible, secure, and convenient for both businesses and consumers. As a fast-growing player in the financial technology sector, Ozow fosters a culture of innovation, diversity, and inclusivity. We believe in pushing the boundaries of what's possible and are committed to making a positive impact on the world through our payment solutions.
More about this Ozow fantastic position
Many support queries are of a technical nature and therefore as an Ozow support engineer you should have a good understanding of Ozow's system, programming languages, techniques, and concepts used. A key part of this role would be to assist external developers in their attempts to successfully integrate their respective systems with the Ozow system.
From a support technician to engineers' point of view, your role is to ensure that customers receive excellent and consistent service to a high standard and handle issues in an efficient and friendly manner. You need to ensure that you know the policies and SLAs that are in place and always adhere to them.
In the role of support, you are accountable for your own actions, representing the company in the best light possible by always demonstrating our core values. Ultimately, as a team we are all accountable to the customer as they use the services we offer.
You are an ideal candidate if you have:
- A proven minimum experience of 2-4 years as a Technical Support Agent
- Relevant tertiary qualification in information technology, Computer Science or relevant field
- Experience working with APIs and system integrations
- Experience in dealing with payment gateways is a nice to have (not a requirement)
- Experience troubleshooting logs and using dev tools such as Postman to identify root causes
- An ability to assist other engineering teams and merchants in their integration of our services
- The ability to work shifts and stand by as Our TSE team provides 24/7 support
- A good understanding of computer systems, mobile devices, and other technical products
- The ability to diagnose and troubleshoot basic technical issues
- Familiarity with remote desktop applications and help desk software
- Excellent problem-solving skills
- An ability to work under pressure, particularly when dealing with times of high demand
- The ability to provide step-by-step technical help, both written and verbal
Interview process
During the interview process you will meet with the People team, the hiring manager, and relevant CSuite. Be prepared to complete a technical assessment that will showcase your skills.
In office perks
- Healthy breakfast, lunches and snacks
- Monthly team connects
- On-site Barista
- Birthday Leave
Perks for South African based employees
- Medical aid subsidy
- Group Risk Insurance
- Generous paid annual leave
- Birthday leave
- Learning and Development opportunities
- Mentorship programme
- Quarterly team building
- Community initiatives
- Access to cutting edge technology - Ozow Tech Stack
Our Employee Value Proposition
Join Ozow and become part of an elite force that challenges the ordinary and achieves the extraordinary. If you're driven to make an impact, embrace challenges, and seek unparalleled opportunities for growth, your journey starts here.
Compliance
As a fintech company, we prioritize data security, confidentiality, regulatory and compliance. Due to the sensitive nature of our work, we require individuals with a high level of integrity and trustworthiness to ensure adherence to financial regulations and industry standards. Given the sensitive nature of our work, all employees are expected to demonstrate professionalism, accountability, and a commitment to ethical conduct in line with financial regulations and industry standards
Ready to be exceptional? Apply now
Keen to know more?
Interested in joining our rocket ship?
To find out more about life at Ozow, head over to our Careers Page here
Technical Support Engineer
Posted today
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Job Description
Hikvision
is the world's leading provider of innovative video surveillance products and solutions. Featuring the industry's strongest R&D workforce, Hikvision advances core technologies of audio and video encoding, video image processing, and related data storage, as well as forward-looking technologies such as cloud computing, big data, and deep learning. In addition to the video surveillance industry, Hikvision extends its reach to smart home tech, industrial automation, and automotive electronics industries to achieve its long-term vision. Since its establishment in 2001, Hikvision operates 46 regional subsidiaries all over the world to achieve a truly global presence and quickly achieved a leading worldwide market position in the security industry.
RESPONSIBILITIES:
- Possess in depth knowledge of security products and system;
- Provide technical training to employees of clients to help them improve their level of technical;
- Consulting or answering inquires of clients regarding Hikvision products and do troubleshooting to solve technical problems;
- Responsible for technical support and introduce new product feature to clients;
- Compile technical documents about products, technology and solutions of Hikvision;
- Liaise with Field Sales/Service organizations and Engineering in gathering and documenting information on potential quality/performance issues. To include providing input/suggestions on possible corrective actions;
- Liaise with sales staff, analysis of the practical needs of customers, provide a complete project plan;
- Provide Hikvision Certificate training to clients;
To coordinate resources, provide technical support
MINIMUM REQUIREMENTS
- Understanding Hikvision Products with Hikvision Certificate;
- Minimum 5 years' of experience in equivalent position;
- Experiences in technical support consulting in the field of CCTV system, Intercom, access control, alarm system etc.;
- Excellent communication, interpersonal, analytical, problem-solving, presentation, and organizational skills;
- Proficiency with Microsoft Office Suite (Word, Excel and Power Point);
- Personal integrity and strong team spirit;
- Independent work skills and strong in pressure resistance;
- Understand the sense of responsibility, carefulness and coordination;
- Decent adaptability to work in multicultural organizations.
PACKAGE & REMUNERATION
Salary: Market Related
Benefit: Cell phone allowance, Medical Aid, Travel Allowance, Life Insurance
Technical Support Engineer
Posted today
Job Viewed
Job Description
Overview .
JBT Marel is seeking a Mechanical Engineer for a technical support role in Cape Town
The Opportunity .
The ideal candidate will be responsible for the development and review of service products with the aim to increase revenue.
This role requires a strong technical background and a commitment to delivering exceptional customer service which will include the following:
- Development of Service Products e.g., Tactical / Strategic Technical Solutions and Go-to-Market
- Strategies with the aim to increase revenue (ProCare, Consumables, Retrofits…)
- Develop, review, and improve service, EOL (end of life) and upgrade kits for all equipment sold and maintained in Southern African region.
- Create and maintain 'as-built' diagrams/documentation, as well as process and procedure documentation to be used as group standard within Customer Service.
- Build and maintain relationships with existing customers (Partner Management).
- Follow up with existing customers on rebuild proposals, projects, and breakdowns and promote JBT Marel Spares, Service, Rebuilds and Upgrade Kits.
- Customer emergency support (internal support to customer and JBT Marel field team).
- Engineering support to field technicians and on-site project coordinator.
- Oversee warranty process, repairs and/or replacements. Investigate and propose improvement or changes to rectify issues.
- Present solutions for future needs and future projects to upper management.
- Engineering support to RSA Engineering Office - when required.
- Explain and simplify complex technical and design concepts.
- Collaborate with Sales, Customer Service, and Operations team members on new concepts, solutions, proposals, and Request for Proposal (RFPs) to future customers.
- Liaise with JBT Marel international offices on latest and new developments of existing equipment to support customers on all product lines in region.
- Preparation and presentation of various Customer Services value add initiatives to management and potential customers.
Requirements And Skills
- Mechanical Diploma / Degree (or equivalent).
- Minimum 3 to 5 years business experience required, preferably in a manufacturing environment.
- English and Afrikaans proficiency (oral & written).
- A good/deep understanding of JBT Product Lines and market dynamics.
- Enthusiastic about implementing change and challenging status quo.
- Entrepreneurial spirit and can-do attitude.
- Enjoys working cross-departmentally (interconnected with JBT Marel Regional team, Customers, and other supporting functions).
- Eager to learn, initiative taker and problem-solver.
- Proactive and continuous improvement attitude.
- Meticulous and organized.
- Have a good temper to handle disputes and emergencies and must be service-oriented.
Why work at JBT .
Our Benefits Include .
- Medical aid (optional)
- Pension fund
- Income protection cover
- Group Life cover
- 13th Cheque
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.
About JBT Marel .
JBT Marel is an international market leading company in the global food processing industry. We have offices in more than 25 countries all over the world. We are growing both organically and by acquisitions and are continuously looking for new employees that want to grow with us We offer you the growth potential of a company with a developing technology that is unique in its field, plus a collaborative working environment where your individuality, imagination and talent will be recognized and rewarded.
Technical Support Engineer
Posted today
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Job Description
- Mission: Make the world's information accessible to everyone by combining brand-aware AI, human-in-the-loop expertise, and agentic workflows for high-accuracy enterprise translation.
- Vision: Deliver defense-grade, enterprise-proven AI translation with human oversight so organizations can operate globally with consistent quality, speed, and security.
- Culture: Work together, win together; Find a way or make one; Quicker than they expect; Quality is Job 1 — high-ownership, collaborative, customer-obsessed, and improvement-driven
- Serve as a subject-matter expert on the platform, APIs, and standard integration patterns
- Reproduce customer issues and deliver high-quality bug reports with logs, traces, and steps to reproduce
- Analyze log files, stack traces, browser traces, and thread dumps to isolate root causes
- Coordinate cross-functional fixes and track incident progress through resolution with clear customer updates
- Author customer-facing and internal knowledge base articles and lead internal knowledge sharing
- Automate repetitive diagnostics with Bash/Python scripts and propose tooling improvements
- Provide structured product feedback to Engineering and Product to improve reliability, usability, and performance
- Operate effectively in a 24x5 shift environment with strong prioritization and handoff practices
Tech Stack
- SQL
- PostgreSQL
- MySQL
- Linux
- Bash
- Python
- Datadog
- HTTP
- REST APIs
- JSON
- Logs
- Traces
- Browser DevTools
Why Join?
- Work on a mission that actually ships impact: making global information accessible for governments and enterprises
- Own gnarly, high-leverage investigations with autonomy and visible customer outcomes
- Partner daily with engineers and leadership; your findings materially shape the roadmap
- Use modern tooling (Datadog, scripting) to automate your way out of toil
- Fully remote with shift collaboration and strong knowledge-sharing culture
Technical Support Engineer
Posted today
Job Viewed
Job Description
Be part of a fast-growing fintech reshaping how small businesses manage and move money across Africa — and play a key role in delivering an exceptional client experience.
Company and Job Description:
A leading fintech company is seeking a
Technical Support Engineer (TSE)
, focusing on key payments products within its expanding portfolio.
In this role, you'll act as the technical bridge between small business clients and internal product and engineering teams — resolving issues, driving service excellence, and contributing to continuous improvement initiatives. You'll troubleshoot complex technical queries, support incident management, and ensure clients receive prompt, professional, and effective solutions.
This opportunity is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and wants to make an impact in a scaling fintech business.
This role also gives you the opportunity to work remotely or from their offices in Cape Town.
Key Responsibilities:
- Manage and resolve technical client queries via phone, email, chat, and WhatsApp in line with SLAs.
- Oversee the incident management process — from triage through to post-incident reviews and reporting.
- Investigate and troubleshoot issues using structured testing and database queries.
- Support client onboarding and go-live processes, ensuring seamless implementation experiences.
- Collaborate with product, engineering, and enterprise support teams to resolve issues and improve service delivery.
- Maintain internal and client-facing knowledge base documentation.
- Contribute to process improvements, cross-functional initiatives, and support tool optimization.
Job Experience and Skills Required:
- Strong troubleshooting and analytical skills, including database querying and structured investigations.
- Excellent communication skills, with the ability to explain technical information clearly to non-technical users.
- Experience with support platforms such as Intercom, email, and phone-based systems.
- Strong organisational skills and the ability to manage multiple client relationships.
- Exposure to fintech products, payment systems, or small business clients is advantageous.
- Familiarity with monitoring, alerting tools, and incident management processes preferred.
Apply now
For more exciting vacancies, please visit:
I also specialize in recruiting in the following:
- C-Suite and Commercial leadership roles across Africa
- Leadership roles within the FinTech, Technology and Financial Services sectors
If you have not received a response within two weeks, please consider your application unsuccessful. Your profile will be kept on our database for future opportunities.
For more information, contact:
Corne Booysen
Senior International Recruitment Consultant
Connect with me on LinkedIn →
Corne Booysen | LinkedIn
Technical Support Engineer
Posted today
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Job Description
ROLE PURPOSE
The Technical Support Engineer (OT Remote Support) is responsible for delivering advanced frontline technical assistance for Operational Technology (OT) and Information Technology (IT) systems used in industrial environments such as power stations and mines.
This role involves remote troubleshooting, system monitoring, and deployment support for critical OT infrastructure including weighbridges (road delivery) and conveyor systems (belt delivery).
Operating within a high-trust, customer-facing environment, the engineer ensures rapid incident response, accurate resolution, and exceptional service delivery to maintain uptime and operational continuity across all supported sites.
ROLE REQUIREMENT
Remote Support and Troubleshooting
- Diagnose and resolve complex issues related to OT systems (RFID systems, PLCs, CCTV, massmeters) and IT infrastructure (servers, networks, and applications).
- Utilise remote access tools (e.g., AnyDesk, TeamViewer, etc.) to assist on-site personnel in resolving faults.
- Identify root causes and escalate to relevant Subject Matter Experts (SMEs) or Quality System Engineers (QSEs) as required.
- Support software, firmware, and configuration updates across OT devices and systems.
- Conduct advanced triage and validation for incidents escalated beyond first-line support.
System Monitoring and Maintenance
- Proactively monitor OT and IT environments using dashboards (Nagios, Zabbix, Grafana, other) to identify anomalies, trends, or service degradation.
Respond to monitoring alerts, initiate corrective actions, and restore system functionality.
Maintain and document system health reports, alert events, and performance analytics.
- Deployment and Installation Support
- Support the deployment, configuration, and validation of OT systems, site gateways, and software updates.
- Coordinate with field technicians to ensure smooth site installations and system upgrades.
- Document process steps, test results, and validation outcomes.
Service Desk and SLA Management
Triage, validate, and respond to incoming support tickets via service management platforms (e.g. ServiceNow, Remedy).
Prioritise tasks in line with Service Level Agreements (SLAs) and business impact.
- Accurately record incident details, troubleshooting steps, and resolutions in the knowledge base.
- Ensure proper escalation and collaboration with 2nd line, DevOps, or product teams for unresolved or complex issues.
QUALIFICATIONS & EXPERIENCE
Education and Certifications
- National Diploma, Certificate, or Degree in Information Technology, Computer Science, Engineering, or related field.
Industry certifications advantageous:
- CompTIA (A+, Network+, Linux+)
- Microsoft Certified (Azure Fundamentals, M365)
- ITIL Foundation
- Cisco CCNA
Experience
- Minimum 3+ years in a technical support (L1) role or 6+ years in an L2 role within OT/IT environments.
- Proven experience handling incidents, service requests, and monitoring-based support in high-availability environments.
- Exposure to ITSM frameworks or ITIL-aligned processes.
- Experience working within the power generation, mining, or industrial automation sectors is advantageous.
Technical Knowledge
- Strong foundational understanding of Operational Technology, Industrial Control Systems, and IT Infrastructure.
- Familiarity with RFID systems, PLCs, CCTV systems, weighbridge systems, and conveyor control systems.
- Knowledge of monitoring tools (Nagios, Zabbix, Grafana) and service desk platforms (e.g. ServiceNow, Remedy).
- Proficiency in networking fundamentals, TCP/IP protocols, VPN technologies (e.g., FortiClient VPN).
- Working knowledge of Windows and Linux environments.
- Exposure to IoT devices, electrical engineering concepts, and industrial automation.
Desirable Knowledge
- Scripting languages: PowerShell, VBA
Technical Support Engineer
Posted today
Job Viewed
Job Description
Overview .
JBT Marel has an opportunity for a Technical Support Engineer (Mechanical) to join our team based in Cape Town
The Opportunity .
The ideal candidate will be responsible for the development and review of service products with the aim to increase revenue.
This role requires a strong technical background and a commitment to delivering exceptional customer service which will include the following:
- Development of Service Products e.g., Tactical / Strategic Technical Solutions and Go-to-Market
- Strategies with the aim to increase revenue (ProCare, Consumables, Retrofits…)
- Develop, review, and improve service, EOL (end of life) and upgrade kits for all equipment sold and maintained in Southern African region.
- Create and maintain 'as-built' diagrams/documentation, as well as process and procedure documentation to be used as group standard within Customer Service.
- Build and maintain relationships with existing customers (Partner Management).
- Follow up with existing customers on rebuild proposals, projects, and breakdowns and promote JBT Marel Spares, Service, Rebuilds and Upgrade Kits.
- Customer emergency support (internal support to customer and JBT Marel field team).
- Engineering support to field technicians and on-site project coordinator.
- Oversee warranty process, repairs and/or replacements. Investigate and propose improvement or changes to rectify issues.
- Present solutions for future needs and future projects to upper management.
- Engineering support to RSA Engineering Office - when required.
- Explain and simplify complex technical and design concepts.
- Collaborate with Sales, Customer Service, and Operations team members on new concepts, solutions, proposals, and Request for Proposal (RFPs) to future customers.
- Liaise with JBT Marel international offices on latest and new developments of existing equipment to support customers on all product lines in region.
- Preparation and presentation of various Customer Services value add initiatives to management and potential customers.
Requirements And Skills
- Mechanical Diploma / Degree (or equivalent).
- Minimum 3 to 5 years business experience required, preferably in a manufacturing environment.
- English and Afrikaans proficiency (oral & written).
- A good/deep understanding of JBT Product Lines and market dynamics.
- Enthusiastic about implementing change and challenging status quo.
- Entrepreneurial spirit and can-do attitude.
- Enjoys working cross-departmentally (interconnected with JBT Marel Regional team, Customers, and other supporting functions).
- Eager to learn, initiative taker and problem-solver.
- Proactive and continuous improvement attitude.
- Meticulous and organized.
- Have a good temper to handle disputes and emergencies and must be service-oriented.
Why work at JBT .
Our Benefits Include .
- Medical aid (optional)
- Pension fund
- Income protection cover
- Group Life cover
- 13th Cheque
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.
About JBT Marel .
JBT Marel is an international market leading company in the global food processing industry. We have offices in more than 25 countries all over the world. We are growing both organically and by acquisitions and are continuously looking for new employees that want to grow with us We offer you the growth potential of a company with a developing technology that is unique in its field, plus a collaborative working environment where your individuality, imagination and talent will be recognized and rewarded.
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Technical Support Engineer
Posted today
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Job Description
Job Description
We're looking for a Technical Support Engineer to join the team and provide dealers with prompt and accurate diagnostic information to support vehicle repair.
It's an onsite role, based at our client's site in Irene, Centurion, 0178.
Responsibilities Include
- Record electronically all details of cases and interactions to support quality / manufacturing process improvements.
- Manage the timely escalation of aged cases where required, proactively contacting the dealer to aid case closure if necessary
- Highlight the requirement for field visits where necessary and escalate issues to the team leader.
- Travel to markets to support in market vehicle diagnostics and repair for escalated cases. Provide feedback in a weekly review.
- Support new product launches as and when required and increase the frequency of market visits to ensure a smooth launch period (90 days).
- Hold a weekly aged case review with Regional CS Managers to promote a timely fix. Escalate where issue is technical, process or parts related.
- Work with the Regional CS Managers to manage the quality of the hotline interactions from the dealer regarding unnecessary hotline contacts or where process improvement at dealer level is required.
- Attend product update training programmes and maintain a minimum of Level 4 certification.
- Liaise with dealer staff on all issues directly related to fix right enhanced diagnostics / warranty prior approval where the programme exists.
- Conduct trend analysis to using KPIs to identify opportunities for process improvement e.g. RFTF. Share best practice and lessons learned with internal departments and where relevant the dealer network.
Skills And Experience Needed
You'll have some previous, relevant experience and be a strong communicator with excellent attention to detail.
- Bachelor's or equivalent Technical Qualification
- Previous relevant experience
- Up-to-date technical / diagnostic experience including all major systems and subsystems, particularly engine management, electronic equipment and vehicle emissions
- Experience to carry out vehicle repairs at master technician level
- Level 4 Technician Level would be advantageous
- Experience of repair process and current technical bulletins etc
About Us
GP Strategies Corporation is one of the world's leading talent transformation providers. By delivering award-winning learning and development solutions, we help organizations transform through their people and achieve meaningful change. GP Strategies has delivered our innovative consulting, learning services, and talent technology solutions to over 6,000 organizations globally.
From our global experience working across thousands of projects and initiatives over the past 55 years, we've learned that relationships, business, work, innovation, strategy, and transformation are all about people. And, to put it simply, GP Strategies is about our people - an extensive global network of learning experts. Additional information can be found at
.
With more than 4000 employees in over 30 countries, diversity at GP Strategies is second nature Beyond our locations, our culture focuses on performance and revolves around respect, fairness, and working collaboratively to achieve our goals. We support our People, no matter who they are or where they are from, because we all have valuable and unique perspectives and approaches. That's how great ideas are born, which enable us to work smarter.
GP Strategies is committed and proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth and related conditions, sexual orientation, and gender identity), national origin, age, veteran status, disability, or any other federally protected class.
Technical Support Engineer
Posted today
Job Viewed
Job Description
Overview .
JBT Marel has an opportunity for a Technical Support Engineer to join our team based in Cape Town, South Africa.
The Opportunity .
The ideal candidate will be responsible for the development and review of service products with the aim to increase revenue.
This role requires a strong technical background and a commitment to delivering exceptional customer service which will include the following:
- Development of Service Products e.g., Tactical / Strategic Technical Solutions and Go-to-Market
- Strategies with the aim to increase revenue (ProCare, Consumables, Retrofits…)
- Develop, review, and improve service, EOL (end of life) and upgrade kits for all equipment sold and maintained in Southern African region.
- Create and maintain 'as-built' diagrams/documentation, as well as process and procedure documentation to be used as group standard within Customer Service.
- Build and maintain relationships with existing customers (Partner Management).
- Follow up with existing customers on rebuild proposals, projects, and breakdowns and promote JBT Marel Spares, Service, Rebuilds and Upgrade Kits.
- Customer emergency support (internal support to customer and JBT Marel field team).
- Engineering support to field technicians and on-site project coordinator.
- Oversee warranty process, repairs and/or replacements. Investigate and propose improvement or changes to rectify issues.
- Present solutions for future needs and future projects to upper management.
- Engineering support to RSA Engineering Office - when required.
- Explain and simplify complex technical and design concepts.
- Collaborate with Sales, Customer Service, and Operations team members on new concepts, solutions, proposals, and Request for Proposal (RFPs) to future customers.
- Liaise with JBT Marel international offices on latest and new developments of existing equipment to support customers on all product lines in region.
- Preparation and presentation of various Customer Services value add initiatives to management and potential customers.
Requirements And Skills
- Technical Diploma / Degree (or equivalent).
- Minimum 3 to 5 years business experience required, preferably in a manufacturing environment.
- English and Afrikaans proficiency (oral & written).
- A good/deep understanding of JBT Marel Product Lines and market dynamics.
- Enthusiastic about implementing change and challenging status quo.
- Entrepreneurial spirit and can-do attitude.
- Enjoys working cross-departmentally (interconnected with JBT Marel Regional team, Customers, and other supporting functions).
- Eager to learn, initiative taker and problem-solver.
- Proactive and continuous improvement attitude.
- Meticulous and organized.
- Have a good temper to handle disputes and emergencies and must be service-oriented.
Why work at JBT Marel .
Our benefits include .
- Medical aid (optional)
- Pension fund
- Income protection cover
- Group Life cover
- 13th Cheque
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.
About JBT Marel .
JBT Marel is an international market leading company in the global food processing industry. We have offices in more than 25 countries all over the world. We are growing both organically and by acquisitions and are continuously looking for new employees that want to grow with us We offer you the growth potential of a company with a developing technology that is unique in its field, plus a collaborative working environment where your individuality, imagination and talent will be recognized and rewarded.
Technical Support Engineer
Posted today
Job Viewed
Job Description
About us
Nexl is the fast-growing LegalTech startup on a mission to elevate the business of law.
Our platform is purpose-built for law firms, and brings together CRM, collaboration, and client intelligence in one solution — empowering lawyers, marketers, and BD teams to deepen relationships, accelerate growth, and win more high-value work.
We're backed by top global VCs, recognised as one of Australia's fastest-growing tech companies, and expanding rapidly across APAC, the US, LATAM, and Europe, and we're only just getting started.
The Opportunity
We are seeking a Technical Support Engineer to join our global Client Services organisation, working as part of the Client Operations team. This role is the first line of defence for client support queries, responsible for resolving issues quickly, triaging effectively, and ensuring a smooth client experience.
You'll work closely with colleagues across Client Operations and Customer Success, Engineering, and Product to maintain service excellence and deliver consistent value to our law firm clients worldwide, while also leveraging AI-assisted support tools to improve efficiency, documentation, and client communication.
The right candidate will be detail-oriented, technically adept, and comfortable owning client support interactions end-to-end — from first response through to resolution or escalation, including coding.
What You'll Own & Do
Client Support & Ticket Management
- Be the first line of support for all client queries through Intercom and other support channels.
- Manage support tickets with professionalism, accuracy, and timeliness.
- Keep clients informed and up to date on progress in line with SLA commitments.
- Accurately triage, categorize, and assign issues in JIRA.
- Escalate Tier 2+ technical issues to the appropriate internal teams with clear reproduction steps and documentation.
- Create, maintain, and improve SOPs, troubleshooting guides, and knowledge base articles.
- Leverage AI-powered support tools to enhance response accuracy, documentation, and resolution workflows.
Documentation & Knowledge Base
- Create, maintain, and improve SOPs, troubleshooting guides, and knowledge base articles.
- Document new issues and resolutions to reduce time-to-resolution at scale.
- Help establish best practices for repeatable, efficient client support.
What We're Looking For
Must Haves
- Proven track record in
technical support
or related roles within SaaS or enterprise platforms. - Hands-on experience with
ticketing systems
(Intercom, JIRA, Zendesk, or similar). - Strong
technical documentation skills
(SOPs, troubleshooting guides, client-facing KB articles). - Advanced troubleshooting ability across:
- SaaS platforms
(browser, cache, session, network issues). - Authentication & Security
(SAML/SSO, Active Directory, Microsoft 365). - Integrations & APIs
(validating workflows, testing API endpoints with Postman/cURL, debugging sync issues). - Data Handling
(CSV/Excel imports/exports, basic SQL queries). - Excellent written and verbal
communication skills
for client-facing and internal collaboration. - Sufficient understanding of
React & TypeScript (Frontend), Ruby on Rails, and Python
to assist in troubleshooting or escalate effectively to Engineering.
Nice to Haves
- Familiarity with
logging & monitoring tools
(e.g., Kibana, Datadog) for error investigation. - Experience using or openness to adopting
AI-assisted support tools and automation workflows
. - Prior experience supporting
professional services clients (law firms preferred)
with an ability to adapt communication to their environment.
Personal Attributes:
- Highly organized, detail-oriented, and methodical in problem-solving.
- Able to independently resolve complex support issues with minimal supervision.
- Calm under pressure, resilient in managing demanding client situations.
- Strong cross-team collaborator, especially with Client Ops, Engineering, and Product.
- Understands Nexl's target audience (lawyers, BD, and marketing professionals in law firms) and can adapt language and support style accordingly.
- Curious, resourceful, and eager to go beyond Tier 1 support, reducing unnecessary escalations.
Life at Nexl
- Remote-first
– With Nexlers all around the world, we're not bound by location. Work where you do your best thinking, whether that be in the comfort of your home, in a cafe, or a co-working space. Flexibility isn't just a perk here, it's how we work. - Employee Stock Options
– We believe in shared success. With options, when Nexl grows, you share in the upside - High-growth
– Autonomy, purpose, and continuous learning come standard here. You'll be surrounded by great people doing great work. - Transparent by default
– With fortnightly all-hands, you'll always know our purpose and where we're headed. We openly share wins, learnings, and progress so everyone has clear sight into strategy, growth, and shared goals. - Values-led culture
– We're guided by clear principles and values that shape how we work, make decisions, and support each other every day.
Our Values
- Committed to Care – We genuinely care about the work we do and the industry we do it for
- Human at the Core – Relationships and empathy guide everything we do
- Different with Purpose – We're not afraid to stand out. We innovate boldly and deliberately
Even if you don't tick every box, if you're excited about our mission, we'd love to hear from you.