Technical Support Engineer

About KeenAt Keen, we don't just deliver services. We embed ourselves into the heart of our clients' businesses. From digital marketing and creative to customer experience, we craft bold, high-performance digital experiences for global brands.Keen helps some of the most exciting U.S. and international brands scale smarter by embedding expert teams that drive results across marketing, creative, customer experience, and sales.We're not a legacy BPO or agency. We're a partner in growth, and that's where you come in.About The RoleThis role supports one of our global SaaS partners in the shipping and logistics technology space. Their platform powers e-commerce businesses by providing APIs and integrations that connect merchants with carriers, generate shipping labels, and streamline logistics workflows.This is a senior, hands-on technical role focused on resolving complex, high-impact customer issues related to API usage, integrations, and backend workflows. You'll act as a subject-matter expert for API-based support cases, partner closely with Engineering and Product, and translate customer-reported issues into clear, actionable insights.This role is ideal for someone who thrives on deep problem-solving, technical investigation, and customer advocacy without being on a formal engineering track.What You'll DoOwn and resolve Tier 3 and escalated support cases, with emphasis on APIs, integrations, and shipping workflowsInvestigate API-related issues including authentication, webhooks, rate limits, label creation, carrier responses, and error handlingAnalyze logs, request and response payloads, and backend data to identify root causesUse SQL to query internal databases, validate data integrity, and trace transactionsRead and interpret code snippets in Python, JavaScript, Ruby, or PHP to understand customer implementations and identify likely issuesReproduce customer issues in sandbox or test environments when neededPartner with Engineering to escalate bugs, provide clear reproduction steps, and validate fixesCollaborate with Product and Solutions teams to identify API usability gaps and improve developer experienceContribute to internal documentation, runbooks, and troubleshooting guidesShare investigation patterns and techniques with L1 and L2 teams to strengthen enablementIdentify recurring issues and recommend improvements to processes, tooling, or product designRequirementsWhat We're Looking For3 to 5+ years' experience in Technical Support, Customer Support Engineering, or a similar technical customer-facing roleStrong working knowledge of REST APIs, including authentication, webhooks, and JSON payloadsHands-on experience writing and executing SQL queries for investigation and reportingAbility to read and reason about code in at least one common language such as Python, JavaScript, Ruby, or PHPComfort working with logs, API testing tools such as Postman or curl, and debugging distributed systemsProven ability to explain complex technical concepts clearly to non-technical and semi-technical customersStrong written communication skills for customer updates, internal notes, and escalation summariesCalm, methodical approach to high-stakes or time-sensitive customer issuesExperience supporting developer-facing products or APIs in a SaaS environmentHigh attention to detail and a bias toward root-cause analysis over quick fixesNice to HaveExperience supporting shipping, logistics, e-commerce, or marketplace platformsFamiliarity with tools such as Zendesk, Jira, Datadog, or similar support and observability platformsPrior experience acting as an informal technical lead or escalation point within a support teamBenefitsCompetitive full-time compensationCollaborative office space and cultureMedical allowanceExposure to a fast-growing global client in the SaaS/tech spaceBirthday leave + professional development budgetJoin a supportive, resourceful, and global team that values action, clarity, and empathyThis is a full-time position working from 3:00 pm to 12:00 am SAST. This is an in-office role, based at our Wembley Square, Cape Town location. Reliable commuting to and from the office is required.