Senior Support Consultant

SUMMARY:
Are you the person everyone turns to when technical problems seem impossible to solve? My client is looking for a Senior Support Consultant who thrives on tackling complex technical challenges, mentoring others, and making a real impact on customer success.
 
This is an opportunity to join a global SaaS business that develops innovative Microsoft-focused software used by organizations worldwide to create and manage business-critical documents more efficiently. You'll work with modern cloud technologies, collaborate with highly skilled product and engineering teams, and play a key role in shaping customer outcomes and product improvements

POSITION INFO:

If you're passionate about Microsoft 365, SharePoint Online, SaaS platforms, customer engagement, and solving meaningful technical challenges, this could be your next career move.
 
Why Consider This Opportunity?

• Hybrid working model offering flexibility.
• Exposure to Microsoft Azure, Microsoft 365, SharePoint Online, and modern SaaS technologies.
• Opportunity to work with international customers and global teams.
• Meaningful influence on customer success, product improvement, and business outcomes.
• Career growth through mentorship, technical leadership, and cross-functional collaboration.
• Join a company culture that values customer dedication, innovation, continuous learning, quality, and teamwork.

• Take ownership of complex, high-impact customer incidents and escalations.
• Act as a trusted advisor to customers, providing expert guidance and best-practice recommendations.
• Collaborate closely with Product, Engineering, Platform Services, and technical teams to resolve challenging issues.
• Drive SLA compliance and ensure high-quality ticket management and resolution.
• Identify trends, root causes, and opportunities for continuous improvement.
• Build strong customer relationships and maintain trust during critical support situations.
• Support global customers through a shared standby and after-hours rotation.
• Troubleshoot SharePoint Online environments, permissions, site configurations, and related technical issues.
• Assist with document and template troubleshooting and updates.
• Mentor and coach support consultants, sharing technical knowledge and best practices.
• Contribute to process improvements, documentation, and support playbooks.
• Act as a senior escalation point and recognised technical leader within the support team.

• Minimum 5 years' experience in SaaS product support, technical consulting, or a similar technical support environment.
• Experience operating at a senior support or escalation level.
• Strong troubleshooting and analytical problem-solving abilities.
• Minimum 3 years' hands-on experience with SharePoint Online and Microsoft 365.
• Working knowledge of Power Automate would be advantageous.
• Excellent verbal and written communication skills.
• Ability to work independently while collaborating effectively across teams.
• Proven customer-focused approach with strong stakeholder management skills.
• Experience mentoring, coaching, or contributing to team development.
• Strong organizational skills with the ability to manage multiple priorities simultaneously.

• Relevant tertiary qualification or equivalent industry experience.
• Candidates must be Cape Town-based and able to attend the office on designated in-office days.