Senior Support Engineer – Escalations & After-Hours (Hybrid)

TallOrder; Paarl; Hybrid; ZAR 420,000 - 600,000; Full time

Benefits offered by this job

Growth and learning opportunities

Meaningful customer impact

Technical exposure

Responsibility and ownership

Supportive culture

Job summary

TallOrder Solutions (Pty) Ltd in Paarl, South Africa, is seeking a Senior Customer Support Agent to own escalated tickets during business hours and serve as the senior after-hours contact on a rotating schedule. The role bridges Support, QA and Development to diagnose complex issues and ensure clear reproduction steps are documented.

You will also backfill for the Support Manager when needed, drive issue triage, and maintain service standards in a growing fintech cloud POS environment.

Qualifications

• Senior, escalation‑focused customer support experience in SaaS/POS environments preferred.
• Ability to document issues with clear reproduction steps, priority and impact.
• Strong written and verbal communication with cross‑functional teams.

Responsibilities

• Own escalated tickets beyond frontline support and ensure timely resolution.
• Diagnose technical issues and engage QA/Development when needed.
• Log tickets with reproduction steps and business impact for triage.
• Coordinate with Sales, Installations and Professional Services as required.

Skills

Technical troubleshooting

Communication

Leadership

Documentation

Organisational skills

Job description

TallOrder Solutions (Pty) Ltd in Paarl, South Africa, is seeking a Senior Customer Support Agent to own escalated tickets during business hours and serve as the senior after-hours contact on a rotating schedule. The role bridges Support, QA and Development to diagnose complex issues and ensure clear reproduction steps are documented.

You will also backfill for the Support Manager when needed, drive issue triage, and maintain service standards in a growing fintech cloud POS environment.