Location: Cape Town | 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 ...