# Technical Support Engineer at D2B

> Own tier-2/tier-3 technical support tickets end to end, diagnosing logs, reproducing defects and eliminating root causes.

- Company: D2B
- Location: South Africa (remote)
- Places: Remote, South Africa
- Posted: 2026-11-05
- Team: Technical Support
- Reports to: Product Lead
- Type: Contract
- Pay: 25,000 ZAR to 32,000 ZAR
- Apply: https://apply.workable.com/d2b-1/j/24C3F3335C/
- Page: https://ye.saranatour.dev/jobs/technical-support-engineer-d2b-kn759vw7wbhj11ykrb1ynwpe998hnp3q

## The posting

Technical Support Engineer
D2B · South Africa

**Position**: Technical Support Engineer

**Salary**: 25,000 ZAR to 32,000 ZAR

**Working Hours**: Aligned with UK Business Hours

**Work Type**: Independent Contractor

**ABOUT THE COMPANY:**

Our company isn't just scaling; we're redefining human risk and secure behaviour management in cybersecurity. Trusted by leading global enterprises including Vodafone, Merck, Arriva, and Hershey, we reduce human cyber risk through AI-driven automation, with Agentic AI expanding our capabilities even further.

In this company, support is where the product meets reality. Every ticket represents a customer telling us something true about the platform—and every issue is either something we repeatedly answer, or a problem we solve once and eliminate at the source. We view support as an integral extension of product engineering, not a downstream cost centre.

**ROLE OVERVIEW:**

We are seeking a high-calibre **Technical Support Engineer** to take full ownership of our tier-2/tier-3 technical customer support function. This is a technical, investigative engagement—not a script-reading helpdesk.

Operating as an independent contractor based in South Africa, you will manage customer issues end to end: diagnosing logs and error records, reproducing complex platform issues in dedicated test tenants, handing fully documented, reproduction-ready defect packages to the Product Lead, and actively closing the loop by removing recurring root causes from our product, documentation, or onboarding flows.

You will inherit a high-discipline, high-efficiency operational setup powered by modern observability, AI acceleration, and proactive tenant-level monitoring.

**RESPONSIBILITIES:**

### End-to-End Case Resolution

- Manage the inbound queue via Intercom, triaging by severity and business impact, meeting strict SLAs, and proactively setting clear expectations for next updates.
- Conduct deep diagnostic investigations before reaching out to customers: analyze error/event records, audit logs, browser console outputs, network traces, API request/response payloads, mail flow, and multi-tenant configurations.
- Reproduce issues in staging/test tenants. If an issue is elusive, correlate system data across tenant IDs, timestamps, and user telemetry to isolate the failure state.
- Package and escalate verified defects directly to the Product Lead. Every escalation must contain reproduction steps, tenant/user IDs, UTC timestamps, relevant log excerpts, and ruled-out variables to allow immediate engineering action without rework.
- Maintain complete ownership of the customer communication loop during escalation cycles, verifying hotfixes against your original reproduction steps prior to closing cases.
- Monitor proactive health alerts across tenant accounts (e.g., in Sentry), identifying failures before customers do and initiating contact with pre-empted fixes.
- Track bi-weekly release cycles: review release notes on deployment day, validate altered functionality in sandbox environments, and resolve pending customer cases impacted by updates.

### Root-Cause Elimination & Product Evolution

- Classify every resolved ticket by verified root cause: product defect, documentation gap, UX friction, environmental configuration, feature limitation, or edge-case anomaly.
- Conduct root-cause analysis on repeating issue categories to identify architectural, operational, or instructional fixes.
- Directly author and maintain Help Centre