Proactive First-Line SaaS Support Specialist

Internetwork Expert; Cape Town; On-site; ZAR 240,000 - 360,000; Full time

Job summary

Pinewood.AI in Cape Town is seeking a proactive First Line Application Support Consultant to join our South Africa-based support team. You’ll be the primary contact for software support queries, delivering a high-quality customer experience and ownership of issue resolution.

The role focuses on learning, collaboration, and continuous improvement within a global team. You’ll work across shifts aligned with UK hours and may travel occasionally, supporting a customer-first approach.

Qualifications

• Minimum 1 year in a non-scripted support role such as IT Support, Helpdesk, Application Support or similar.
• Experience in SaaS, IT or Automotive industries is highly desirable.
• Strong written and spoken English communication.

Responsibilities

• Be the first point of contact for Application support queries from customers across channels.
• Provide clear, helpful advice and resolutions for issues with the Pinewood.AI platform using knowledge resources and workflows.
• Log every customer interaction in Zendesk with complete, actionable details.
• Triage unresolved issues to second-line with necessary detail for quick handoff.
• Keep customers updated on open tickets in line with service levels.

Skills

Customer service

Problem-solving

Communication

Ownership

Team player

English proficiency

Learning mindset

Tools

Zendesk

Pinewood.AI platform

Job description

Pinewood.AI in Cape Town is seeking a proactive First Line Application Support Consultant to join our South Africa-based support team. You’ll be the primary contact for software support queries, delivering a high-quality customer experience and ownership of issue resolution.

The role focuses on learning, collaboration, and continuous improvement within a global team. You’ll work across shifts aligned with UK hours and may travel occasionally, supporting a customer-first approach.