Technical Support Engineer

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Engineer based in South Africa.

As a Technical Support Engineer, you’ll help developers and enterprise customers successfully build and operate products on a rapidly evolving generative AI platform. You’ll troubleshoot complex API, authentication, integration, and platform issues while working closely with engineering and commercial teams. Your investigations will go beyond answering tickets, helping identify root causes and improve product reliability, documentation, and the overall customer experience. You’ll work across APIs, cloud environments, observability tools, and AI-powered systems in a technically demanding environment. The role combines hands-on troubleshooting with technical writing, product feedback, testing, and continuous process improvement. It’s an opportunity to make a direct impact on customers while developing deep expertise in the infrastructure powering the next generation of AI products.

Accountabilities

• Provide advanced technical support to customers and internal teams across APIs, platform functionality, UI issues, integration challenges, and troubleshooting errors.
• Support users across multiple channels, including email, chat, and Slack, while maintaining a high standard of responsiveness and customer experience.
• Troubleshoot API and integration issues, including OAuth and API-key authentication, HTTP errors, malformed requests, rate limits, JWT authentication, and configuration problems.
• Investigate technical issues systematically by analyzing API logs, error messages, request and response payloads, monitoring data, and other observability signals to determine root causes.
• Manage support cases within defined SLAs, prioritizing urgent issues, maintaining detailed case records, and escalating complex or high-impact problems appropriately.
• Reproduce and document bugs and edge cases, working closely with engineering teams to communicate technical findings and support effective resolution.
• Act as a customer advocate internally, providing structured feedback on recurring issues, platform reliability, performance bottlenecks, and opportunities for product improvement.
• Assist with feature and infrastructure validation, testing new functionality, releases, and platform changes before they reach production.
• Create and maintain technical documentation, including troubleshooting guides, FAQs, use cases, how-to content, common-error solutions, and documented resolutions.
• Improve developer self-service, helping make technical documentation and integration guidance clear enough for customers to resolve common issues independently.
• Identify opportunities to improve support processes, proactively addressing recurring problems and contributing to more efficient, scalable support operations.
• Collaborate cross-functionally with engineering, sales, and other teams to ensure customer issues are resolved effectively and product feedback reaches the right stakeholders.

Requirements

• Proven experience in technical support or a closely related engineering role, with a strong customer-first mindset and experience supporting technical products or platforms.
• Strong troubleshooting and analytical skills, with a systematic approach to diagnosing issues across web platforms, cloud environments, APIs, and backend services.
• Hands-on experience with REST APIs, including diagnosing requests and responses, HTTP errors, API configuration issues, and backend integration problems.
• Solid understanding of authentication mechanisms, particularly OAuth2, JWT, API keys, and related authentication flows.
• Experience with monitoring, logging, and observability tools, ideally supporting production systems and investigating real-world incidents.
• Familiarity with AI platforms, machine learning systems, or data-intensive applications is highly valuable.
• Strong technical communication skills, with the ability to explain complex concepts clearly and empathetically to both technical and non-technical users.
• Excellent technical writing ability, including experience creating user guides, FAQs, troubleshooting documentation, knowledge-base content, or similar resources.
• Strong customer orientation, demonstrating patience, empathy, ownership, and a consistent focus on helping users achieve successful outcomes.
• Ability to prioritize effectively under pressure, respond quickly to critical issues, and remain composed while managing multiple concurrent cases.
• Strong independent working skills, combined with the ability to collaborate effectively across engineering, sales, and support functions.
• Proactive and improvement-oriented mindset, with the initiative to identify recurring problems and develop better processes or solutions.
• Familiarity with tools such as Slack, Linear, Notion, and GitHub.
• Strong professional proficiency in English, both written and verbal.
• Comfort working in a fast-moving technology environment, particularly where products and AI capabilities are evolving rapidly.

Benefits

• Competitive salary and equity package.
• Interesting and technically challenging work at the intersection of generative AI, APIs, infrastructure, and developer platforms.
• Significant learning and career growth opportunities as the platform and AI ecosystem continue to evolve.
• Regular team events and offsites.
• Opportunity to work closely with customers, engineering teams, and other technical stakeholders.
• Exposure to cutting-edge AI infrastructure and production-scale generative media technologies.
• Opportunity to directly influence product reliability, documentation, developer experience, and customer success.