Technical Support Engineer

About the role

D2B is looking for a Technical Support Engineer to work remotely with a UK-based client who specializes in cybersecurity and human risk management. The role involves taking ownership of customer issues, investigating and resolving problems, and providing proactive support. The ideal candidate will have experience in B2B SaaS support and technical troubleshooting.

What you'll do

• Investigate and resolve customer tickets in Intercom within agreed SLAs
• Analyze logs, network requests, and responses to diagnose issues
• Reproduce defects in sandbox environments and test tenants
• Provide proactive monitoring and outreach to customers
• Escalate issues to the Product Lead with complete and actionable information
• Maintain customer ownership and provide scheduled progress updates
• Categorize and document closed tickets with root causes
• Update help centre documentation and provide product feedback

Requirements

• 3+ years of experience in B2B SaaS support
• Technical troubleshooting skills with logs, network requests, and responses
• Experience with enterprise customer communication and flawless English
• Proven track record of identifying recurring platform issues
• Proficiency with Intercom or comparable tools
• Self-motivated remote work ethic with a dedicated home office

Benefits

• £1,200 – £1,600 per month salary
• UK business hours and public holidays off
• Opportunity to work with a leading cybersecurity company
• Professional development with Intercom certification within 90 days