Support Engineer

Belay Talent Solutions; Cape Town; On-site; ZAR 300,000 - 420,000; Full time

Job summary

Belay Talent Solutions in Somerset West is seeking a Support Engineer to join a cloud integration platform team onsite in Somerset West. You will resolve customer issues, test APIs, and contribute to automation, AI-driven support, and knowledge base updates.

The role requires strong SQL/database troubleshooting, API testing with Postman, and scripting skills. You will collaborate with development and project teams to deliver reliable, high-quality customer service in a fast-paced environment.

Qualifications

• 2+ years in technical or application support, or as a Support Engineer.
• Experience with SaaS, cloud-based, or web applications.
• Experience in customer-facing support environments.
• Strong SQL/database troubleshooting knowledge.
• Experience with API testing tools such as Postman.
• Basic scripting skills in Bash/PowerShell/VBScript.

Responsibilities

• Provide professional and timely technical support to customers via email, phone, and live chat.
• Investigate, troubleshoot, and resolve issues related to web-based and cloud-hosted applications.
• Log, track, document, and manage incidents and service requests through the ticketing system.
• Collaborate with development and project teams to escalate complex issues and ensure effective resolution.
• Identify opportunities to enhance the customer experience through process improvements, automation, and the adoption of AI-driven support tools.
• Assist in developing automated diagnostic capabilities by leveraging codebase access, historical case data, and AI technologies.
• Maintain a high level of product and platform knowledge, keeping up to date with new features and enhancements.
• Contribute to knowledge base documentation and support best practices.

Skills

SQL & database troubleshooting

API testing (Postman)

Scripting (Bash/PowerShell)

Cloud & web technologies

ConnectWise Manage exposure

Job description

Support Engineer

Work Model: Onsite

Location: Somerset West

About the Company

Our Client develops a cloud integration platform that enables organisations to connect applications, automate processes, and manage integrations at scale. Built on Microsoft Azure and modern development technologies, the platform supports low-code development, DevOps practices, and AI-assisted workflow creation.

Their culture values ownership, continuous learning, collaboration, and problem-solving.

About the Role

We are seeking a technically minded and customer-focused Support Engineer to join a dynamic team. This role is ideal for someone with experience in technical support, database troubleshooting, API testing, and scripting. The successful candidate will play a critical role in supporting customers, resolving technical issues, and contributing to continuous improvements in support processes through automation and AI-driven solutions.

The ideal candidate is a strong communicator who enjoys problem-solving, thrives in a fast-paced environment, and has a passion for delivering exceptional customer service.

Key Responsibilities

• Provide professional and timely technical support to customers via email, phone, and live chat.
• Investigate, troubleshoot, and resolve issues related to web-based and cloud-hosted applications.
• Log, track, document, and manage incidents and service requests through the ticketing system.
• Collaborate with development and project teams to escalte complex issues and ensure effective resolution.
• Identify opportunities to enhance the customer experience through process improvements, automation, and the adoption of AI-driven support tools.
• Assist in developing automated diagnostic capabilities by leveraging codebase access, historical case data, and AI technologies.
• Maintain a high level of product and platform knowledge, keeping up to date with new features and enhancements.
• Contribute to knowledge base documentation and support best practices.

Requirements/Experience

• Minimum of 2 years' experience in a Technical Support, Application Support, or Support Engineer role.
• Experience supporting SaaS, cloud-based, or web applications is highly advantageous.
• Exposure to customer-facing support environments with a strong focus on service delivery.

Technical Skills

• Working knowledge of SQL and database troubleshooting.
• Experience using API testing tools such as Postman.
• Basic scripting experience in Bash, PowerShell, VBScript, or similar scripting languages.
• Understanding of cloud computing concepts and web technologies.
• Familiarity with ticketing and service management platforms; experience with ConnectWise Manage is advantageous.

Personal Attributes

• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Highly organised with effective time management skills.
• Ability to work independently while collaborating effectively within a team.
• Customer-centric mindset with a proactive approach to issue resolution.
• Comfortable working in a fast-paced, technology-driven environment.

Nice to Have

• Experience with automation and AI-enabled support solutions.
• Knowledge of IT service management (ITSM) processes and best practices.
• Exposure to software development environments and debugging techniques.