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
🕒 Yesterday
🇿🇦 South Africa – Remote
💵 £1.2k - £1.6k / 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 Yesterday
Still open on Pear Tree.'s site. Checked 13 hours 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
• Triage, investigate, and resolve inbound customer tickets in Intercom within agreed SLAs • Set clear expectation windows and provide scheduled customer updates • Check platform and audit logs, Sentry error events, browser developer consoles, network traces, API payloads, and tenant configurations • Reproduce issues in sandbox environments and test tenants • Isolate anomalies across user logs, timestamps, and tenant settings • Review daily system error records and Sentry events to identify tenant-level failures proactively • Initiate proactive customer outreach with issues and resolutions already identified • Review bi-weekly release notes and validate new or changed functionality in sandbox tenants • Verify hotfixes against original reproduction steps and close waiting customer tickets • Provide the Product Lead with complete engineering escalations, including reproduction steps, tenant/user IDs, UTC timestamps, log excerpts, and eliminated variables • Maintain single-point-of-contact ownership while engineering fixes are developed • Categorize every closed ticket by root cause • Update help centre documentation, setup guides, and troubleshooting workflows • Present evidenced UX friction reports directly to the Product Lead • Manage the Intercom queue autonomously within SLA • Deliver verified escalations requiring zero rework • Propose shipped improvements across documentation, UX, or product features to reduce recurring ticket volume
🎯 Requirements
• 3+ years in B2B SaaS support • Experience troubleshooting multi-tenant, cloud-based platforms in technical support, application support, or customer-facing engineering roles • Hands-on competence analyzing logs, inspecting REST/JSON network requests and responses, checking HTTP status codes, and using browser developer tools • Experience liaising professionally with B2B technical buyers, including CISOs, IT Directors, SOC teams, and platform administrators • Flawless written and spoken English • Concrete examples of identifying recurring platform issues, creating documentation that deflected tickets, or proposing shipped UX/product fixes • Practical experience with Intercom or comparable tools such as Zendesk, Freshdesk, or HubSpot Service Hub • Ticket workflow management experience • Self-motivated remote work ethic from a dedicated South African home-office setup aligned with UK business hours • Dedicated workspace equipped with a high-performance laptop, high-speed fibre internet, secondary connectivity, verified load-shedding power contingency, professional headset, and webcam • Attainment of Intercom certification within the first 90 days of engagement • Prior cybersecurity or human risk platform exposure preferred • Microsoft 365 or Google Workspace mail-flow administration preferred, including SPF, DKIM, and DMARC • Basic read-only SQL querying skills preferred • SSO and identity provisioning knowledge preferred, including SAML, OIDC, SCIM, Microsoft Entra ID, or Active Directory • Familiarity with Cloudflare, Vue, Nuxt, PostgreSQL, ISO 27001, SOC 2, or UK GDPR preferred
🏖️ Benefits
• UK public holidays • Dedicated remote home-office setup • High-performance laptop • High-speed fibre internet • Secondary connectivity • Load-shedding power contingency with inverter/UPS • Professional headset and webcam • Intercom certification within the first 90 days of engagement
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