Senior Support Consultant

Recruiter:

Communicate Recruitment

Job Ref:

CTI006723/LB

Date posted:

Tuesday, June 23, 2026

Location:

Cape Town, South Africa

Salary:

400 000 Annually

SUMMARY:
Not your typical support role. This is where deep technical thinking meets real-world impact, solving complex SaaS challenges, influencing product direction, and becoming the go-to expert engineers trust. If you enjoy digging into architecture, working across Microsoft 365 ecosystems, and owning high-impact problems end-to-end, this is the kind of role that will stretch and reward you.

POSITION INFO:

My client, an innovative and globally recognized SaaS organization within the AI-powered productivity and document automation space, is looking for a Senior Support Consultant to join their high-performing team.

This role sits at the intersection of engineering, product, and customer success, giving you the opportunity to go beyond traditional support and act as a technical advisor, escalation expert, and product influencer. You’ll work on complex, real-world challenges across cloud platforms, integrations, and enterprise environments.

The environment is fast-paced, collaborative, and built for people who enjoy autonomy and ownership. You’ll engage directly with enterprise-level clients, contribute to improving the product, and play a key role in shaping support standards and technical best practices.

Why this role stands out:

Hybrid working model (3 days in office, Cape Town-based)
Work on enterprise SaaS platforms with global reach and impact
High autonomy — own complex problems from start to finish
Influence product improvements and engineering decisions
Strong focus on learning, mentorship, and career progression
Be recognized as a technical leader within the team

Key Responsibilities:

Own and resolve complex, high-impact customer issues across SaaS products and integrations
Act as a trusted technical advisor, providing guidance on architecture, best practices, and system usage
Collaborate with Product, Engineering, and internal teams to drive customer outcomes and product improvements
Ensure SLA adherence, ticket quality, and continuous improvement through root cause analysis
Lead escalation handling and provide senior-level support during critical incidents
Mentor team members and contribute to raising technical and service standards across the support function

Job Experience and Skills Required:
Education
Relevant tertiary qualification in IT, Computer Science, or equivalent industry experience

Experience

5–7 years’ experience in SaaS support, technical consulting, or similar roles
4+ years working with Microsoft 365, SharePoint Online, and Power Automate
Experience handling complex escalations and acting as a technical escalation point
Strong understanding of cloud-based systems, integrations, and SaaS architecture

Skills
5–7 years’ experience in SaaS support, technical consulting, or similar roles
4+ years working with Microsoft 365, SharePoint Online, and Power Automate
Experience handling complex escalations and acting as a technical escalation point
Strong understanding of cloud-based systems, integrations, and SaaS architecture

Apply now!

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