Technical Support Engineer

Summary

Join Trustonic as a Technical Support Engineer in South Africa or India, supporting customers by resolving complex technical issues in production and non-production environments. Collaborate with support and other teams to deliver exceptional customer experiences, leveraging the Knowledge Centred Support (KCS) methodology. Author, publish, and evolve KCS articles, communicate technical details clearly, and continuously learn new skills and technologies. Participate in product testing, improve customer-facing documentation, and manage workload effectively. This role requires strong communication, problem-solving, and technical skills.

Requirements

• 4+ years of related experience and/or bachelor's degree with 2-4 years’ experience
• Ability to read, write, and speak English fluently, communicating complex technical problems and solutions to customers of all skill levels while being personable
• Fluency in English is required as it is the business language, globally
• Engineering degree, or relevant experience

Responsibilities

• Resolving complex technical support requests in both production and non-production environments
• Collaborating with support & other teams to provide high-quality and effective customer experience, with exceptional communication skills
• Accepting and troubleshooting customer cases submitted to a global queue
• Leveraging the Knowledge Centred Support (KCS) methodology for solving and documenting case resolutions
• Author, publish, and evolve KCS articles as a by-product of solving issues
• Communicating technical details in a clear, concise manner
• Continuously learns new skills, technologies & products, keeping up with Trustonic SaaS Platform
• Participating in regular testing of the product, including new releases
• Helping to improve all customer-facing documentation in areas of expertise (Wiki & Zendesk)
• Demonstrating the ability to work within support tools and manage work volume as communicated by the manager
• Providing timely updates and manage customer expectations

Preferred Qualifications

• Preferred Support experience in JIRA & Zendesk
• Skills in SQL DB, Linux SSH Keys and certificates, Git, APIs
• Basic knowledge of BASH scripts/Python and Knowledge of AWS
• Exposure to mobile technologies (extremely advantageous)
• Are receptive to change – flexible, seeks and adopts improved approaches and processes
• Initiate action and are results-oriented, taking responsibility for actions and outcomes. Meets commitments and strives for high performance
• Manage the workload - make timely decisions, prioritizes effectively, solves problems, monitors results and takes remedial action where necessary
• Are technically proficient – knows role and has a solid familiarity with tasks and responsibilities
• Take responsibility for your own learning - knows personal strengths and recognises development needs. Is open to feedback and always seek to learn
• Communicate ideas – strong facilitation and written communication, proposes a way forward. Listens to views of colleagues and takes in diverse perspectives
• Work collaboratively – shares information, fosters teamwork and contributes to positive work environment where people want to come to work
• Display ethical character and competence - acts with integrity and intent, is accountable for own actions, behaves according to the Culture code and acts as a good citizen of Trustonic

Benefits

#LI-Remote