JobCubby JobCubby
Sign up
Parvana

Senior Technical Support Engineer (M365 / SaaS)

Parvana City of Cape Town, Western Cape, South Africa

Staffing and Recruiting · 11-50 employees

Aug 14
support-engineer Senior (5-10 yrs) Full-time South Africa
Log in to apply, save this posting, or score it against your profile with AI.

About the role

You will resolve complex, high-impact technical incidents while serving as a senior escalation point for critical customer issues. Additionally, you will provide consultative guidance on product architecture and mentor team members to elevate overall support capabilities.

What they look for

Microsoft 365 SharePoint Online Power Automate SaaS Technical Consulting Incident Management SLA Management Cloud Deployments Technical Support Root Cause Analysis Stakeholder Management Architecture Troubleshooting Mentoring Quality Assurance

Requirements

The role requires 5-7 years of experience in technical consulting or SaaS support, with at least 4 years of hands-on experience in Microsoft 365, SharePoint Online, and Power Automate. Candidates must possess strong communication skills and a deep understanding of cloud-based deployments and SaaS architecture.

Full description

Location: Cape Town (Bellville) | Work Type: Hybrid (3 days in office) | Job ID: J107202

About our client:

This award winning software company has offices in the US, UK and South Africa. You will join a talented team of curious, creative and driven individuals who are dedicated to empowering organisations to overcome various business challenges using their cloud-based product. Diversity and inclusion is at the core of this company's collaborative environment.

What you will be doing:

  • Resolve complex, high-impact incidents while serving as a senior escalation point for critical, time-sensitive issues.
  • Provide consultative guidance on product architecture and best practices to act as a trusted advisor to customers.
  • Champion customer feedback to internal teams and proactively mitigate risks to adoption and long-term retention.
  • Ensure strict SLA compliance for all assigned tickets and drive continuous performance improvements through detailed root cause analysis.
  • Deliver advanced, specialized training for customers and develop essential troubleshooting playbooks and support patterns.
  • Act as a role model for support standards, mentor consultants through case reviews, and facilitate knowledge sharing to elevate team capability.
  • Lead smoke testing during deployments to minimize risks and ensure quality before customer go-live events.
  • Advise stakeholders on SharePoint architecture and configuration while overseeing complex document and template updates to ensure platform standards.

What our client is looking for:

  • 5 - 7 years of experience in technical consulting, SaaS product support, or a related field.
  • A minimum of 4 years of hands-on work with Microsoft 365, SharePoint Online, and Power Automate.
  • Comprehensive understanding of cloud-based deployments, integrations, SaaS architecture, and workflows.
  • Strong verbal and written communication abilities, with a focus on managing high-stakes client interactions.
  • Prior experience as a technical lead or senior escalation point is considered an advantage.

For a more comprehensive list of opportunities that we have on offer, do visit our website - https://www.parvana.co.uk/careers

Requirements

Senior Support Consultant, SaaS, Microsoft 365, SharePoint Online, Power Automate, Incident Management, Technical Consulting, SLA Management, Cloud Deployments, Escalation Point

Similar roles