L3 Analyst

Kerridge Commercial Systems; Durban; Hybrid; ZAR 400 000 - 600 000; Full time

Job summary

A leading software company in Durban is seeking a skilled L3 Software Support Engineer to join their global R&D team. The role involves triaging complex customer-reported issues and providing technical support. The ideal candidate should be strong in problem-solving and investigation, with a thorough understanding of software issues and root cause analysis. This role provides the chance to work in a hybrid environment, combining office collaboration with remote work. Ideal for detail-oriented individuals looking to make a significant impact.

Qualifications

• Understanding of the ERPOne application architecture.
• Experience troubleshooting production systems.
• Ability to create or modify automated tests in DeJavu.

Responsibilities

• Triage complex customer issues with a structured approach.
• Analyse logs and database queries to determine root causes.
• Provide clear documentation for internal tracking.

Skills

Problem Solving

Investigative Approach

Collaboration

Communication

Tools

DeJavu

KCML

Job description

Overview

At Klipboard we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work.

Klipboard provides specialist software, services and support to deliver fully integrated trading and business management solutions to companies in the distributive trade – wherever they are in the world.

With a unique depth of knowledge and experience in ERP / SaaS solutions, Klipboard has a wide range of clients including wholesalers, distributors, merchants and retailers from small traders to multinational enterprises.

Klipboard has offices in the UK, Ireland, The Netherlands, South Africa, Kenya and North America.

Role

We're looking for a skilled and pragmatic L3 Software Support Engineer to join our global R&D group.

Your primary mission is to investigate and triage complex customer-reported issues before they are routed to the core engineering workstream. You'll act as a first line of technical defence for our developers, ensuring only genuine software defects get raised for engineering effort.

Key Responsibilities

• Triage complex customer issues with a structured, investigative approach
• Analyse logs, database queries, and configurations to determine root causes
• Identify whether issues are bugs, user / configuration errors, or expected behaviour
• Provide clear, technical explanations and documentation for internal tracking
• Collaborate with Product and Support to ensure consistent customer messaging
• Reduce noise for developers by filtering out invalid bugs
• Reproduce and document verified defects clearly for developer intake
• Contribute to knowledge base articles and reusable diagnostic guides

Skills, Knowledge and Experience

• Core Technical: Understanding of the ERPOne application and its architectural components; exposure to KCML (our proprietary configuration language) or a willingness to learn; familiarity with DeJavu or similar test automation frameworks
• Problem Solving & Investigative Approach: A structured thinker with attention to detail; experience troubleshooting production systems; strong root cause analysis skills; comfortable creating or modifying automated tests in DeJavu to confirm defects or validate fixes
• Collaboration & Communication: Excellent communicator, both written and verbal; capable of translating technical findings into clear actions or non-issues; works well under ambiguity, quickly assessing unknowns

Bonus Skills

• Prior experience in L3 support or technical escalation teams
• Background in QA, support engineering, or consulting
• Knowledge of enterprise configuration practices

Company Info

We have offices based across the world and we are looking for talented individuals to join our growing teams. Due to our growth over the last few years it is an exciting time to join us as we enter our next chapter!

Equal Opportunities

As a global company, we value and respect the diversity of our workforce, aiming to empower everyone to embrace each other's differences. We are committed to creating an inclusive workplace where diversity, equity, and inclusion are integral to our company and culture. We recognize the benefits of a diverse workforce, where creativity and valuing differences enable us all to thrive and sparks innovation.

If you require any help, adjustments and/or support during the interview and offer process then please advise our TA or HR team. Research shows that women and other underrepresented groups are less likely to apply for a role unless they meet every listed requirement. However, we recognise that skills and experience come in many forms, and we encourage you to apply even if you don't meet every criterion. If you are passionate about this role and believe you have the right mindset and transferrable skills, we would love to hear from you!