Technical Support Engineer

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

Our client is an early-stage technology company building AI-native infrastructure for delivery networks.

We are looking for a Technical Support Engineer with a strong IT support/help-desk foundation and practical technical troubleshooting skills. You will work directly with customers, investigating technical issues, resolving L1/L2 queries and collaborating with product and engineering teams on more complex problems.

This is not a software development role, but you should be technically confident, comfortable investigating issues independently and have a working understanding of APIs, integrations and connected systems.

Key Responsibilities

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

Requirements

• Bachelor's degree in Information Technology, Computer Science or a related technical field.
• 2+ years' experience in technical support, IT help desk, application support, SaaS support or a similar technical environment.
• Hands-on experience troubleshooting technical issues rather than simply logging and escalating tickets.
• Working knowledge of APIs, integrations and connected systems.
• Strong analytical and problem-solving ability.
• Ability to investigate issues independently and determine appropriate next steps.
• Excellent written and verbal English communication skills.
• Comfortable communicating with customers through Slack, email and video calls.
• Strong ownership, attention to detail and ability to work independently.
• Comfortable working in a fast-paced startup environment with evolving processes.
• Experience with webhooks, third-party integrations or technical onboarding.
• Available Immediately

Advantageous

• Experience in SaaS, e-commerce, logistics, delivery or marketplace technology.
• Startup or scale-up experience.
• Experience working directly with product or engineering teams.
• Experience creating SOPs, knowledge bases or support documentation.

Who We're Looking For

A hands-on technical problem solver who doesn't simply pass an issue to engineering.

You should naturally ask: What happened? Can I reproduce it? What information do I need? What can I troubleshoot myself? What does engineering need to know?

You should be confident dealing with customers while also being technically capable enough to investigate issues, identify likely causes and provide a well-informed escalation when required.

This role is ideal for someone who wants to move beyond traditional help desk support into a broader Technical Support Engineering environment.

What We Offer

• Fully remote from South Africa.
• International customer and engineering exposure.
• High autonomy within a growing technology company.
• Exposure to e-commerce, SaaS, logistics and technical integrations.
• Opportunity to help build and improve the support function.
• Potential progression into Customer Success, Implementation or Account Management.

If this sounds like you, and take the next step in your career.