Senior 3Rd Line Saas Customer Support Agent

Findojobs South Africa; Wes-Kaap; Remote; ZAR 50,000 - 200,000; Full time

Job summary

A prominent recruiting platform is seeking a Senior 3rd Line SaaS Customer Support Agent. This remote role is suited for a professional based in Cape Town, comfortable with UK business hours. Key responsibilities include resolving complex support tickets and working closely with development teams. Candidates should have 3-5 years of experience in customer-facing software support, particularly in a SaaS environment. Apply now to make a significant impact in a dynamic team.

Qualifications

• 3–5 years' experience in customer-facing technical software support.
• Experience in a SaaS environment is highly advantageous.
• Familiarity with LAMP stack, PHP frameworks, JavaScript, and CSS.

Responsibilities

• Manage and resolve escalated 3rd line support tickets.
• Perform in-depth technical troubleshooting and root cause analysis.
• Liaise with internal development and QA teams to resolve issues.

Skills

Customer-facing technical support

Problem-solving

Communication skills

Proactive and self-motivated

Tools

LAMP stack

PHP frameworks

Version control (Git)

Job description

Senior 3rd Line SaaS Customer Support Agent

Only for registered members

Remote

ZAR 50,000 - 200,000

Senior 3rd Line SaaS Customer Support Agent

Location: Remote (Cape Town, South Africa)
Working Hours: UK Business Hours | Monday – Friday
Salary: R40,000 – R50,000 per month (Depending on Experience)

We’re looking for a Senior 3rd Line SaaS Customer Support Agent to join our dynamic team. This fully remote position is suited to a Cape Town-based professional who is comfortable working UK business hours.

In this senior role, you'll resolve complex technical issues, collaborate with cross-functional teams, and support the continuous improvement of our service offering.

Key Responsibilities:

• Manage and resolve escalated 3rd line support tickets
• Perform in-depth technical troubleshooting and root cause analysis
• Liaise with internal development and QA teams to resolve issues
• Assist in the creation of support documentation and mentoring of junior team members

Requirements:

• 3–5 years’ experience in customer-facing technical software support
• Experience in a SaaS environment is highly advantageous
• Familiarity with:
  • LAMP stack (Linux, Apache, MySQL, PHP)
  • PHP frameworks (e.g. CodeIgniter), JavaScript, CSS
  • Version control (e.g. Git)
• Knowledge of the property sector and/or financial accounting systems is a plus
• Strong problem-solving and communication skills
• Proactive and self-motivated, with a high degree of professionalism

Apply now if you're a seasoned support professional ready to make an impact.

This position is aligned with the company's Employment Equity objectives and transformation commitments. In accordance with the Employment Equity Act, preference will be given to suitably qualified South African citizens from designated groups.
Candidates must have legal authorisation to work in South Africa. The company reserves the right not to make an appointment.