Technical Client Support Specialist

South Africa (Remote) | Full-Time | Permanent

E-Commerce Technology | Logistics | Technical Customer Support

Placed by Hotsourced – connecting exceptional South African talent with world-class global companies.

About Our Client

Our client is an early-stage technology company building AI-native infrastructure for delivery networks. The final mile of delivery is fragmented and heavily dependent on disconnected systems; this company is changing that by letting businesses design and deploy delivery networks using AI and natural language.

Their technology already supports some of the world's largest brands, and they're now hiring a Technical Client Support Specialist to help build and strengthen customer operations as the business scales.

About the Role

This is not a traditional ticket-queue support role. We're looking for a technically capable support professional who can act as the bridge between customers and engineering — providing L1/L2 support, investigating issues before escalating them, and communicating clearly with both non-technical customers and technical teams.

You'll work directly with customers via Slack, email and Google Meet, with growing involvement in onboarding as the team expands. You don't need to be a developer, but you do need to be comfortable with APIs, integrations and e-commerce technology, and confident diagnosing a problem before handing it to engineering.

This is a startup environment without fully established processes — you'll need to take ownership and help build the support function as you go. The role offers a clear growth path into Customer Success and Account Management as the business scales.

Key Responsibilities

Customer & Technical Support

• Act as the primary point of contact for customers across Slack, email and Google Meet.
• Provide L1 and L2 technical support, asking the right diagnostic questions to identify root cause.
• Troubleshoot issues involving e-commerce platforms, APIs, integrations and connected systems.
• Communicate issues and resolutions clearly, keeping customers informed throughout.

Working with Engineering

• Investigate and reproduce issues before escalating; translate customer problems into clear, structured technical detail for engineering.
• Provide engineering with relevant context and supporting examples.
• Flag recurring issues and trends to product and engineering teams, and help improve internal troubleshooting processes and documentation.

E-Commerce & API Support

• Understand how order data (customer details, addresses, tracking numbers, shipping and carrier information) flows between the e-commerce platform, APIs, the company's platform, carriers and other connected systems, and investigate where in that chain an issue may have occurred.
• Work confidently with API requests, webhooks, integrations, and shipping/carrier and tracking data.

Customer Onboarding (growing responsibility as the team scales)

• Help customers understand the platform and integrations, support configuration and implementation, and flag potential technical issues early.

Process Improvement & Automation

• Identify repetitive tasks, recurring issues and operational bottlenecks.
• Help create SOPs and support documentation, and use support data to spot opportunities for automation and process improvement.

What You'll Need

Non-negotiable

• Experience in a startup or early-stage technology environment.
• Hands-on technical customer/client support experience (not purely general customer service).
• Background in e-commerce, logistics, SaaS or a similar technology environment.
• Working understanding of APIs, integrations and how data moves between systems.
• Proven ability to provide L1/L2 support, investigating issues before escalating.
• Excellent written and verbal English communication skills, comfortable with customers via Slack, email and video calls.
• Strong problem-solving ability and comfort operating without fully established processes.
• Ability to manage a high workload while maintaining accuracy and service standards.
• Strong ownership mentality and ability to work independently.
• Maximum one-month notice period.
• Able to work Monday–Friday, 09:00–18:00 CET, on a permanent basis.

Strongly preferred

• Experience supporting shipping, delivery, carrier or marketplace integrations.
• Hands-on experience with APIs or API-based integrations.
• Experience with technical onboarding or implementation.
• Experience building support dashboards, reports or operational KPIs.
• Experience identifying automation opportunities and working closely with engineering or product teams.
• Previous experience in a fast-growing technology company.

Who Thrives in This Role

Someone who investigates a problem rather than simply forwarding it — asking what happened, why, whether it's reproducible, and what engineering actually needs. Someone who can translate the same issue into customer-friendly language on one side and precise technical detail on the other, staying calm and empathetic with customers who are having a bad day. And someone who's comfortable without an SOP for everything, naturally spots inefficiencies, and takes ownership of fixing them.

What We Offer

• R350,000–R416,000 per annum, fully remote from South Africa.
• Direct exposure to international customers and engineering teams at an early-stage, high-growth company.
• High autonomy in helping build the customer support function from the ground up.
• Exposure to complex technical integrations and global logistics networks.
• Clear progression path into Customer Success and Account Management as the function grows.

Reality Check

This is a fast-paced, early-stage environment with a significant workload — direct customer communication, real technical troubleshooting, and close engineering collaboration, often without an established process to follow. If you need a highly structured, script-driven role, this won't be the right fit.

If you enjoy solving technical problems and building processes as you go, this is an excellent opportunity.