Remote Technical Support Engineer for AI Infrastructure

Hotsourced Ltd.; South Africa; Remote; ZAR 240,000 - 420,000; Full time

Job summary

Hotsourced Ltd. is seeking a hands-on Technical Support Engineer for a fully remote role based in South Africa. You will handle L1/L2 support, investigate complex issues, and work closely with product and engineering teams.

The role requires independence, strong API/integration knowledge, and experience with SaaS support in a fast-paced startup setting. You will engage with customers via Slack, email and video calls, gather diagnostics, reproduce issues, and contribute to support documentation.

Qualifications

• Bachelor's degree in Information Technology, Computer Science or related field.
• 2+ years in technical support, IT help desk, SaaS support or similar environment.
• Hands-on experience troubleshooting technical issues.
• Working knowledge of APIs, integrations and connected systems.
• Excellent written and verbal English communication.

Responsibilities

• Provide L1/L2 technical support via Slack, email and Google Meet.
• Investigate, troubleshoot and resolve customer technical issues.
• Gather logs, configurations, documentation and other diagnostic information.
• Reproduce issues and identify likely root causes.
• Troubleshoot applications, integrations, APIs and connected systems.
• Translate customer issues into technical information for engineering.
• Escalate appropriately while owning resolution.
• Communicate clearly with technical and non-technical customers.
• Identify recurring issues and contribute to knowledge base and processes.
• Assist with onboarding, configuration and implementation as the function grows.
• Work with product/engineering to identify issues and improvements.

Skills

L1/L2 Support

APIs & Integrations

Slack & video calls

Troubleshooting

Onboarding

Education

Bachelor's degree in IT/CS

Tools

Slack

Google Meet

Job description

Hotsourced Ltd. is seeking a hands-on Technical Support Engineer for a fully remote role based in South Africa. You will handle L1/L2 support, investigate complex issues, and work closely with product and engineering teams.

The role requires independence, strong API/integration knowledge, and experience with SaaS support in a fast-paced startup setting. You will engage with customers via Slack, email and video calls, gather diagnostics, reproduce issues, and contribute to support documentation.