Technical Support Lead

Who we are...

At Trustonic our products are making a difference across the world. One moment we’re ensuring low-income families worldwide can access the life-changing benefits of an internet-enabled smartphone. The next we’re protecting the safety and integrity of the vehicles we drive and the devices we care about.

We pride ourselves on living by the Trustonic culture code, a blueprint for our journey that recognises that great working environments don’t guarantee success, but bad ones almost always ensure failure.

Working here, you’ll find a company that celebrates its diversity and is looking to do the right thing: for each other, the community and the planet. We believe in equal opportunities and take to heart the old African proverb ’If you only want to go fast, go alone. If you want to go far, go together’.

We work flexibly when and where we’re at our best, but regardless of how you choose to work, we’ll make sure you feel like one of the team.

Click here if you would like to find out more about Trustonic's culture code.

If you would like to work in a fast-moving global technology company, with great ambition, then we’d love to hear from you!

We are looking for a Technical Support Lead to join our team in South Africa. Reporting to the Head of Technical Support you will be responsible for supporting customers by solving complex technical issues in both production and non-production environments for Trustonic products. You will own customer escalations’ end to end, coordinating all relevant internal and external stakeholders taking part in the technical success of the customer and reporting to senior management all key matters.

A bit about the team and what you'll deliver...

Our Support Engineers are key contributors to the global Product organisation. They play a pivotal role in solving complex issues within our customer base. Individuals in this role are passionate about working with customers and display that passion by making every interaction an exceptional experience. We look for individuals with a great personality, communication skills, and an ability to solve technical customer problems in a fast and efficient manner, owning and driving customer’s technical to success from the Technical Support team.

As the Technical Support Lead you will:

• Resolve complex technical support requests in both production and non-production environments.
• Collaborate with support and other teams to provide high-quality and effective customer experience, with exceptional communication skills.
• Accept and troubleshoot customer cases submitted to a global queue.
• Leverage the Knowledge Centred Support (KCS) methodology for solving and documenting case resolutions.
• Author, publish, and evolve KCS articles as a by-product of solving issues.
• Communicate technical details in a clear, concise manner.
• Continuously learns new skills, technologies & products, keeping up with Trustonic SaaS Platform.
• Participate in regular testing of the product, including new releases.
• Help improve all customer-facing documentation in areas of expertise (Wiki & Zendesk)
• Work within support tools and manage work volume as communicated by the manager and be able to provide timely updates and manage customer expectations.
• Be able to read, write, and speak English fluently, communicating complex technical problems and solutions to customers of all skill levels while being personable.
• Be flexible - extended/weekend hours may be required.
• Manage customer escalations when high priority and/or severity issues arise and manage customers via tickets/troubleshooting sessions/crisis management calls/war rooms.
• Produce detailed reporting to Senior management and executive level about key customers, reporting, following up and delivering conclusions.
• Have demonstrated negotiation skills to have customer’s buy in on root cause analysis and related documentation delivery, building trust towards our product delivery and Technical Support

Who you are...

As a Technical Support Lead you will:

• Be receptive to change – flexible, seeks and adopts improved approaches and processes.
• Initiate action and are results-oriented, taking responsibility for actions and outcomes.
• Meet commitments and strive for high performance.
• Make timely decisions, prioritize effectively, solve problems, monitor results and take remedial action where necessary.
• Be technically proficient – knows the role and has a solid familiarity with tasks and responsibilities.
• Take responsibility for your own learning – know your personal strengths and recognise development needs.
• Be open to feedback and always seek to learn.
• Communicate ideas and have strong facilitation and written communication, proposing a way forward.
• Listen to views of colleagues and take in diverse perspectives.
• Work collaboratively – share information, foster teamwork and contribute to positive work environment where people want to come to work.
• Display ethical character and competence - acts with integrity and intent, is accountable for own actions, behaves according to the Culture code. Act as a good citizen of Trustonic.

What makes you, you...

As a Technical Support Lead you will have experience, knowledge and skills in the following:

• 4+ years of related experience and/or bachelor’s degree with 2-4 years experience
• Preferred support experience in JIRA and Zendesk
• Customer escalation management, Service Level Agreements and KPI tracking
• Basic knowledge of BASH scripts/Python and knowledge of AWS
• Exposure to mobile technologies advantageous
• SQL DB
• Linux SSH Keys and certificates
• Git
• APIs

Languages

• Fluency in English, both written and spoken

• University Degree or relevant experience

Please note: we are currently building a talent pipeline for an exciting opportunity that will be available at the beginning of 2025. If you’re interested in joining our team in the near future, we encourage you to apply now.

#LI-Remote

Trustonic is an equal opportunity employer.  We do not discriminate on any grounds. We empower, engage, enable and value differences between people, including; different races, ethnicities, genders, ages, religions, disabilities and sexual orientations, with differences in education, backgrounds, skill sets, experiences and knowledge.