{"id":3654281,"url":"https://alion.io/job/belay-talent-solutions-saas-support-engineer","title":"SaaS Support Engineer","company":{"id":4497091,"name":"Belay Talent Solutions","domain":null,"url":"https://alion.io/company/belay-talent-solutions","size_band":null,"is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pretoria, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Postman","optional":false},{"name":"PowerShell","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-30T07:07:06Z","employer_posted_date":null,"last_verified_at":"2026-10-30T07:07:06Z","board_verified":false,"closed_at":null,"days_open":10,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":10},"description":"Introduction\nSupport Engineer (SaaS)\n\nDuration: Permanent\n\nLocation: Somerset West, Western Cape\n\nWork Model: Onsite\n\nAbout the Role\n\nWe are looking for a Technical Support, Application Support, or Support Engineer with experience supporting SaaS, cloud-based, or web applications. The successful candidate will be responsible for providing technical support to customers, troubleshooting application-related issues and ensuring an exceptional customer experience.\n\nIdeal Candidate:\n\n Strong communication skills, problem-solving ability and excellent time management are essential.\n\n Customer-focused with a passion for delivering exceptional support.\n\n Proactive mindset with a continuous improvement approach.\n\n Strong collaboration and stakeholder engagement skills.\n\n You should have experience working with databases, building Postman collections and scripting with tools such as Bash, PowerShell, or VBScript.\n\n Strong analytical and troubleshooting skills.\n\n Ability to manage multiple priorities and meet deadlines.\n\nDuties & Responsibilities\nKey Responsibilities\n\n Respond to customer support requests via email, telephone, and live chat in a professional and timely manner.\n\n Troubleshoot, investigate, and resolve issues related to cloud-based and web applications.\n\n Document, track, and manage customer cases through the ticketing system.\n\n Collaborate with development and project teams to escalate and resolve complex technical issues.\n\n Proactively identify opportunities to improve the customer experience, including leveraging AI-driven tools to assist with initial diagnostics and issue resolution.\n\n Stay up to date with platform enhancements, new features, and industry best practices.\n\nDesired Experience & Qualification\nQualifications\n\n Matric (Grade 12).\n\n Relevant tertiary qualification in Information Technology, Computer Science, Software Development, Information Systems, or a related field is advantageous.\n\n Certifications: Industry certifications in cloud technologies, databases, networking, or technical support will be beneficial.\n\nRequirements\n\n Minimum 2 years' experience in a Technical Support, Application Support, or Support Engineer role.\n\n Proven experience supporting SaaS, Cloud-based, or Web Applications.\n\n Strong understanding of Cloud computing concepts and Web-based technologies.\n\n Software experience Beneficial.\n\n Experience working with SQL and relational databases.\n\n Experience using API testing tools such as Postman.\n\n Scripting experience with Bash, PowerShell, VBScript, or similar technologies.\n\n Excellent written and verbal communication skills.\n\n Ability to work independently and thrive in a fast-paced environment.\n\n Experience working with ticketing systems; 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https://alion.io/mcp with an Alion account has everything. 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