Support Consultant (Senior)

parvana; Cape Town; On-site; ZAR 480,000 - 650,000; Full time

Job summary

Join Parvana as a Senior Support Consultant in Cape Town. In this hybrid role, you'll resolve complex incidents, provide consultative guidance on product architecture, and ensure SLA compliance. With a focus on Microsoft 365 and SharePoint Online, you will work to champion customer feedback and mentor team members.

The ideal candidate has 5-7 years of experience in technical consulting or SaaS support, excellent communication skills, and the ability to lead high-stakes client interactions. A collaborative and diverse environment awaits you.

Qualifications

• 5 - 7 years of experience in technical consulting or SaaS product support.
• Hands-on work with Microsoft 365 and SharePoint Online for at least 4 years.
• Strong communication skills for high-stakes client management.

Responsibilities

• Resolve complex incidents as a senior escalation point.
• Provide product architecture guidance to customers.
• Champion customer feedback and mitigate adoption risks.
• Ensure SLA compliance and drive performance improvements.
• Deliver specialized training and develop troubleshooting playbooks.
• Mentor consultants and elevate team capabilities.
• Lead smoke testing during deployments.
• Advise on SharePoint architecture and oversee updates.

Skills

Technical consulting

SaaS product support

Incident management

Client interactions

SharePoint Online

Microsoft 365

Tools

Power Automate

Job description

Cape Town, South Africa | Posted on 08/06/2026

Location: Cape Town | Work Type: Hybrid (3 days in office) | Job ID: J107201

About our client

This award winning software company has offices in the US, UK and South Africa. You will join a talented team of curious, creative and driven individuals who are dedicated to empowering organisations to overcome various business challenges using their cloud-based product. Diversity and inclusion is at the core of this company's collaborative environment.

What you will be doing

• Resolve complex, high-impact incidents while serving as a senior escalation point for critical, time-sensitive issues.
  
• Provide consultative guidance on product architecture and best practices to act as a trusted advisor to customers.
  
• Champion customer feedback to internal teams and proactively mitigate risks to adoption and long-term retention.
  
• Ensure strict SLA compliance for all assigned tickets and drive continuous performance improvements through detailed root cause analysis.
  
• Deliver advanced, specialized training for customers and develop essential troubleshooting playbooks and support patterns.
  
• Act as a role model for support standards, mentor consultants through case reviews, and facilitate knowledge sharing to elevate team capability.
  
• Lead smoke testing during deployments to minimize risks and ensure quality before customer go-live events.
  
• Advise stakeholders on SharePoint architecture and configuration while overseeing complex document and template updates to ensure platform standards.
  

What our client is looking for

• 5 - 7 years of experience in technical consulting, SaaS product support, or a related field.
  
• A minimum of 4 years of hands-on work with Microsoft 365, SharePoint Online, and Power Automate.
  
• Comprehensive understanding of cloud-based deployments, integrations, SaaS architecture, and workflows.
  
• Strong verbal and written communication abilities, with a focus on managing high-stakes client interactions.
  
• Prior experience as a technical lead or senior escalation point is considered an advantage.
  

Senior Support Consultant, SaaS, Microsoft 365, SharePoint Online, Power Automate, Incident Management, Technical Consulting, SLA Management, Cloud Deployments, Escalation Point