SaaS Technical Support Engineer

SaaS Technical Support Engineer

Specialisms: Cybersecurity, Governance, Risk & Compliance (GRC), and Kubernetes

Job Title: SaaS Technical Support Engineer
Department: Technical Support
Location: Egypt, Alexandria, Remote, Hybrid
Employment Type: Full-time, Contractor
Reports To: Chief Techincal Officer

About the Role

We are looking for a technically capable and customer-focused SaaS Technical Support Engineer to support the delivery and operation of our software-as-a-service (SaaS) platform.

You will be responsible for investigating technical issues, assisting customers with platform configuration and integration, troubleshooting application and infrastructure problems, and working closely with our software development and engineering teams to resolve complex incidents.

The ideal candidate will have a strong technical foundation, excellent problem-solving skills, and experience supporting cloud-based applications. Experience in cybersecurity, Governance, Risk & Compliance (GRC), or Kubernetes-based environments would be particularly advantageous.

This role offers an opportunity to work across application support, cloud infrastructure, cybersecurity, and compliance-related technologies. You will help customers get the most from our platform while contributing to its reliability, usability, and continuous improvement.

Key Responsibilities

1. Technical Support and Troubleshooting

• Provide technical support to customers using our SaaS platform, investigating and resolving incidents and service requests.
• Diagnose application, configuration, authentication, connectivity, and integration issues.
• Troubleshoot issues using application logs, system metrics, diagnostic tools, and other technical resources.
• Reproduce reported problems and work with the development team to identify root causes and implement fixes.
• Manage support tickets, prioritise issues according to their severity and business impact, and keep customers informed of progress.
• Escalate complex technical issues appropriately and coordinate their resolution with internal engineering teams.
• Assist customers with platform configuration, onboarding, upgrades, and general technical queries.
• Develop and maintain technical documentation, troubleshooting guides, and knowledge-base articles.

2. SaaS Platform Operations

• Support the reliable operation and availability of our SaaS platform.
• Monitor application health, investigate performance issues, and identify potential service disruptions.
• Assist with incident management, root-cause analysis, and the implementation of preventative measures.
• Support customer integrations with external systems, APIs, identity providers, and other business applications.
• Investigate issues involving databases, web applications, network connectivity, and operating systems.
• Assist with software releases, configuration changes, and customer environment updates where required.
• Identify recurring support issues and recommend improvements to the platform, operational processes, and customer experience.

3. Cybersecurity and GRC Support

• Assist customers with technical questions relating to cybersecurity, security controls, and governance, risk, and compliance processes.
• Help customers configure and troubleshoot security-related platform features.
• Support investigations involving authentication, authorisation, access controls, and audit logging.
• Assist with technical aspects of customer security assessments, compliance requirements, and platform security questionnaires.
• Understand common cybersecurity frameworks and standards, such as ISO 27001, NIST Cybersecurity Framework, and CIS Controls.
• Help customers understand how platform functionality supports their security and compliance objectives.
• Identify potential security issues and escalate them through the appropriate internal processes.
• Contribute to security documentation, technical guidance, and responses to customer security queries.

Note: This is a technical support role, not a dedicated security analyst or GRC consultant position. The successful candidate should be comfortable working with security-related concepts and willing to develop their knowledge of relevant frameworks and compliance requirements.

4. Cloud-Native Infrastructure and Kubernetes

• Assist with troubleshooting applications deployed in containerised environments.
• Investigate issues involving application containers, deployments, services, configuration, and resource utilisation.
• Use Kubernetes tools and commands to investigate pod failures, deployment issues, service connectivity, and application logs.
• Assist with diagnosing issues involving container images, environment variables, secrets, persistent storage, and network connectivity.
• Understand the relationship between application behaviour and the underlying infrastructure.
• Work with engineering teams to investigate infrastructure-related incidents and improve platform reliability.
• Develop an understanding of deployment processes, monitoring, logging, and cloud-native application architecture.

5. Customer Communication and Continuous Improvement

• Communicate technical information clearly to customers with varying levels of technical expertise.
• Provide regular updates during investigations, explaining the nature of issues and the steps being taken to resolve them.
• Set appropriate expectations regarding incident resolution times and escalation.
• Build and maintain positive customer relationships through responsive and professional support.
• Identify opportunities to improve customer onboarding, documentation, support processes, and platform usability.
• Share technical knowledge with colleagues and contribute to the development of internal support capabilities.

Essential Skills and Experience

The successful candidate will demonstrate most of the following:

• Experience in a technical support, application support, systems administration, DevOps support, or similar technical role.
• Experience troubleshooting web applications, SaaS platforms, or client-server systems.
• A good understanding of HTTP/HTTPS, DNS, TCP/IP, and general networking principles.
• Familiarity with Linux environments and command-line troubleshooting.
• Experience investigating application logs and diagnosing technical problems systematically.
• An understanding of databases and SQL, including the ability to investigate data-related issues.
• Familiarity with REST APIs, JSON, and API-based integrations.
• An understanding of authentication and authorisation concepts, including role-based access control.
• Strong analytical and problem-solving skills, with the ability to investigate unfamiliar technical issues independently.
• Excellent written and verbal communication skills.
• The ability to manage multiple support requests, prioritise effectively, and work collaboratively with technical and non-technical colleagues.
• A customer-focused approach and a commitment to providing high-quality technical support.

Desirable Skills and Experience

Experience in one or more of the following areas would be particularly valuable.

Cybersecurity and GRC

• Experience supporting cybersecurity products, security platforms, or compliance-related SaaS applications.
• Familiarity with ISO 27001, NIST CSF, NIST SP 800-series publications, CIS Controls, or similar security frameworks.
• An understanding of security controls, risk assessments, control testing, and compliance reporting.
• Familiarity with vulnerability management, security assessments, audit processes, or security monitoring.
• Knowledge of identity and access management, single sign-on (SSO), OAuth 2.0, or OpenID Connect (OIDC).
• Relevant qualifications such as CompTIA Security+, ISC2 Certified in Cybersecurity, or other security-related certifications.

Kubernetes and Cloud-Native Technologies

• Practical experience using Kubernetes to deploy, operate, or troubleshoot applications.
• Familiarity with Docker or other container technologies.
• Experience with Helm charts and Kubernetes application deployments.
• Understanding of Kubernetes networking, services, ingress, persistent volumes, and secrets.
• Familiarity with cloud platforms such as AWS, Microsoft Azure, or Google Cloud.
• Experience with container registries, CI/CD pipelines, or infrastructure monitoring.

Development and Automation

• Basic scripting experience using Python, Bash, PowerShell, or a similar language.
• Familiarity with Git and source-control workflows.
• Experience investigating application issues using source code, stack traces, or debugging tools.
• Familiarity with CI/CD tools and software deployment processes.
• Experience with monitoring, logging, and observability tools.

Personal Attributes

We are looking for someone who:

• Enjoys solving technical problems: You approach incidents methodically and investigate their underlying causes rather than relying solely on workarounds.
• Is comfortable learning: You can quickly develop an understanding of unfamiliar technologies, products, and customer environments.
• Communicates effectively: You can explain complex technical issues clearly and adapt your communication to the audience.
• Takes ownership: You follow problems through to resolution, keeping customers and colleagues informed.
• Works collaboratively: You understand when to investigate independently and when to involve other members of the engineering team.
• Thinks about security: You recognise the importance of secure configurations, appropriate access controls, and the protection of customer data.
• Looks for improvements: You identify recurring problems and opportunities to improve both the product and the support experience.

Qualifications

A degree or equivalent qualification in Computer Science, Information Technology, Cybersecurity, or a related discipline would be beneficial but is not essential.

Relevant practical experience and demonstrable technical ability are more important than formal qualifications.

Industry certifications in cybersecurity, cloud technologies, Kubernetes, or IT service management would be advantageous.

What We Offer

• The opportunity to work with modern SaaS technologies and cloud-native infrastructure.
• Exposure to cybersecurity, governance, risk, and compliance solutions.
• Opportunities to develop technical expertise across application support, cloud infrastructure, and security.
• Close collaboration with software development and engineering teams.
• Opportunities for professional development and relevant technical certifications.
• A supportive working environment with opportunities to contribute ideas and influence product improvements.

Additional benefits, salary, working arrangements, and professional development opportunities to be specified.

Candidate Profile: What We Are Really Looking For

The ideal candidate is a technically minded support engineer who can investigate problems across the application and infrastructure layers, rather than someone whose experience is limited to first-line helpdesk support.

For this position, I would prioritise candidates with the following profile:

Area Priority What good looks like

Technical troubleshooting Essential

Can systematically investigate application failures using logs, command-line tools, and diagnostic techniques.

Linux and networking

Essential Comfortable with Linux, DNS, HTTP/HTTPS, TCP/IP, and connectivity troubleshooting.

SaaS application support

Essential Understands customer-facing applications, incidents, integrations, and service availability. APIs and databases Important

Can investigate API requests, JSON payloads, SQL queries, and database-related issues.

Cybersecurity Highly desirable

Understands security controls, authentication, access management, and common security frameworks.

Kubernetes Highly desirable

Can use kubectl to investigate pods, logs, deployments, services, and configuration issues.

GRC Desirable Understands compliance frameworks, security controls, risk assessments, and audit requirements.

Scripting and automation

Desirable Can write or adapt simple scripts to automate diagnostics and repetitive tasks. Customer communication Essential

Can explain technical issues clearly, manage expectations, and maintain customer confidence.