Uptick is a rapidly growing SaaS company that provides specialised job management software for the fire and security industry. The software helps businesses streamline and digitize their installations, inspections, and maintenance processes. Key features include managing quoting, scheduling, billing, and reporting in a single platform.
The company is expanding its remote team in Durban, South Africa, to provide support for its UK clients. The Durban-based team is an integral part of the global structure, and the company is actively hiring Product Support Engineers to join this team.
We are looking for a highly technical, thoughtful, and empathetic person to join our Customer Team as a Product Support Engineer. This is a unique hybrid role designed for someone with junior developer capabilities who is passionate about customer success in a SaaS environment.
You will be joining a team of 5 Uptick colleagues in Durban who are working alongside our 25 Customer Team members in the UK as we grow rapidly. In this role, you will act as a technical resource within our Customer Team. You will handle complex customer escalations, write scripts to transform data, run queries, and help the wider team deliver an exceptional technical support experience. Uptick will empower you to grow your career with efficient problem solving and technical development.
Responsibilities & Skills Needed
To succeed in this role a candidate must be able to:
Provide thoughtful, personalised support to Uptick users through in-product messaging and phone channels.
Make changes to customer documentation by amending HTML templates.
Utilise basic programming skills to write scripts in JavaScript and Python to manipulate and transform customer data for imports, exports, and troubleshooting.
Construct and execute SQL queries to investigate database anomalies, verify customer data, and build custom reports.
Manage HTTP/API requests to troubleshoot integrations, test endpoints, and resolve technical issues.
Exhibit exceptional critical thinking and problem solving—be curious, explore and offer Uptick solutions to clients that will best-suit their needs.
Identify, reduce, and meticulously document bugs for our core developer teams.
Triage incoming requests and spot trends in customer issues to flag to the wider team.
Contribute to the ongoing learning and success of the team by sharing knowledge through mentorship, collaboration, and creating technical documentation.
Ask for help when something is over your head, and be skilled at explaining technical problems succinctly and clearly.
About you
To qualify for this role you will need to have:
Basic coding skills in JavaScript, Python, and SQL
A solid understanding of web tech, including REST APIs and how to troubleshoot HTTP requests.
Comfortable using Excel and Google Sheets.
You genuinely enjoy helping customers and making sure they get the most out of our product.
You care about Product Support and know how important it is for keeping customers happy.
You're eager to roll up your sleeves, learn the ins and outs of Uptick, and see exactly how our customers use it day-to-day.
Great communication skills, with experience managing customer expectations over phone, email, and chat.