Pear Tree.
1 - 10 employees
💼 Consulting
📦 Logistics
📣 Marketing
Consulting • Logistics • Marketing
Pear Tree is a Melbourne‑born offshore recruitment and hiring services company that connects Australian, US, and UK businesses directly with skilled offshore professionals (primarily from the Philippines) without agency markups. They provide end-to-end hiring support — sourcing, screening, skills assessments, video interviews, reference checks — and offer payroll, Employer‑of‑Record, and compliance assistance plus a six‑month replacement guarantee. Pear Tree recruits across IT, sales & marketing, finance, creative, admin and operations roles, emphasizing cost savings, direct pay to talent, and secure onboarding workflows.
Technical Support Engineer
Job not on LinkedIn
🔥 0 minutes ago
🇿🇦 South Africa – Remote
💵 R25k - R32k / month
⏳ Contract/Temporary
🟡 Mid-level
🟠 Senior
📞 Support Engineer
👻 Ghost score 0%
Where this job comes from
Posted on Pear Tree.'s careers page, not through a job board
First seen by Remote Rocketship 0 minutes ago
Pear Tree.
1 - 10 employees
💼 Consulting
📦 Logistics
📣 Marketing
Consulting • Logistics • Marketing
Pear Tree is a Melbourne‑born offshore recruitment and hiring services company that connects Australian, US, and UK businesses directly with skilled offshore professionals (primarily from the Philippines) without agency markups. They provide end-to-end hiring support — sourcing, screening, skills assessments, video interviews, reference checks — and offer payroll, Employer‑of‑Record, and compliance assistance plus a six‑month replacement guarantee. Pear Tree recruits across IT, sales & marketing, finance, creative, admin and operations roles, emphasizing cost savings, direct pay to talent, and secure onboarding workflows.
📋 Description
• Manage the inbound Intercom queue, triaging cases by severity and business impact, meeting SLAs, and setting expectations for next updates • Investigate customer issues using error/event records, audit logs, browser console outputs, network traces, API payloads, mail flow, and multi-tenant configurations • Reproduce complex issues in staging or test tenants and correlate tenant IDs, timestamps, and user telemetry • Escalate verified defects to the Product Lead with reproduction steps, tenant/user IDs, UTC timestamps, log excerpts, and ruled-out variables • Own customer communications during escalation cycles and verify hotfixes before closing cases • Monitor tenant health alerts in tools such as Sentry and proactively contact customers about failures • Review bi-weekly release notes, validate changed functionality in sandbox environments, and resolve impacted cases • Classify resolved tickets by verified root cause • Perform root-cause analysis on recurring issue categories • Author and maintain Help Centre articles, implementation guides, and troubleshooting documentation • Surface UX friction to the Product Lead using evidence such as user journeys, reproduction paths, screenshots, and impact metrics • Report support metrics including ticket volumes, cause categories, trend trajectories, and preventative targets • Use approved AI tools such as Claude, ChatGPT, and Cursor for technical research while verifying outputs against source data
🎯 Requirements
• 3+ years of technical support, application support, product support, or customer-facing engineering experience dedicated to a multi-tenant B2B SaaS platform • Proven track record supporting technical B2B enterprise buyers, such as CISOs, IT Directors, SOC teams, security engineers, or system administrators • Demonstrated competency diagnosing multi-tenant architectures and recognizing tenant-specific misconfigurations versus global system incidents • Strong working knowledge of browser developer tools, HTTP status codes, REST APIs, JSON payloads, and log analysis • Demonstrated history of systemic root-cause resolution • Hands-on experience with Intercom, Zendesk, Freshdesk, HubSpot Service Hub, or Front; Intercom preferred • Flawless written and verbal English communication skills • Proven self-directed problem-solving ability and aptitude for learning complex platform capabilities from architecture docs • Fully equipped home office environment in South Africa, including high-speed fibre internet, dedicated backup power (UPS/inverter), and quality AV peripherals • Preferred: domain exposure to cybersecurity, secure email gateways, or human risk management platforms • Preferred: familiarity with Microsoft 365 / Google Workspace administration, including SPF, DKIM, and DMARC • Preferred: familiarity with SSO, SAML, OIDC, SCIM, Active Directory, or Entra ID (Azure AD) • Preferred: practical ability to write and execute read-only SQL queries • Preferred: exposure to Cloudflare, Nuxt, Vue, PostgreSQL, or Sentry • Preferred: working knowledge of ISO 27001, SOC 2, or UK GDPR • Preferred: active Intercom certification or commitment to achieve certification within 90 days of engagement
🏖️ Benefits
• Fully equipped home office environment in South Africa • High-speed fibre internet • Dedicated backup power (UPS/inverter) for load-shedding resilience • Quality AV peripherals
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