📍 Johannesburg, South Africa
🏢 Scytale.ai – Cyber Risk & Compliance Automation
⏰ Full-Time | On-Site/Hybrid

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⭐ About the Role

Scytale.ai — a fast-growing cyber-risk and compliance automation startup — is seeking a skilled Technical Support Specialist to join their dynamic team in Johannesburg. Backed by VAT IT Group (serving 15,000+ clients worldwide), Scytale helps SaaS companies simplify their security audits through smart, automated solutions.

This role is perfect for someone who thrives in fast-paced SaaS environments, enjoys solving technical challenges, and excels in customer-facing communication.

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🛠 Key Responsibilities

🔧 Technical & Professional Support

• Deliver high-quality Tier 1 technical support to clients.

• Resolve compliance-related support queries with professionalism and accuracy.

• Troubleshoot technical issues via email, chat, and ticketing platforms.

• Work with cross-functional teams to escalate and resolve complex issues.

🗂 Ticketing & Documentation

• Use tools such as Jira, Zendesk, Intercom to log, track, and manage client incidents.

• Maintain accurate documentation, troubleshooting steps, and process notes.

• Ensure timely, complete, and correct updates for every support interaction.

🤝 Client Interaction

• Build strong relationships through clear, friendly communication.

• Explain technical concepts in simple, non-technical language.

• Conduct follow-ups to ensure customer satisfaction and gather feedback.

🚀 Technical Onboarding

• Assist clients during the onboarding process and ensure a smooth product transition.

• Guide customers through setup, configuration, and initial use of the platform.

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🎓 Requirements

📌 Minimum Requirements

• +1 year experience in Technical Support or Post-Sales Support within a SaaS company.

• Strong English communication skills (native-level preferred).

• Ability to create clear documentation, guides, and troubleshooting processes.

• Capable of managing multiple tasks using digital productivity tools.

• Tech-savvy, proactive, organised, and solutions-driven.

• Bachelor’s degree or IT-related qualification.

• Experience with ticketing systems (Zendesk, Jira, Intercom, etc.).

⭐ Added Advantages

• Cybersecurity or InfoSec certifications such as:
  CISSP, CISA, CISM, CCSK, ISO 27001 Lead Implementer

• Experience in SaaS onboarding and compliance support.

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🎉 Benefits

🚀 Growth & Learning

• Access to mentorship, professional development, courses, and conferences.

🎮 Work Culture

• Relaxation room, happy hours, team events, holiday celebrations.

👨‍👩‍👧 Family First

• Flexible work culture that respects personal and family needs.

🧠 Innovation

• Work on industry-leading security & compliance technologies.

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🧩 Best CV Tips for This Role

🟦 1. Highlight SaaS Experience

Mention the SaaS products and platforms you supported, including tools used (Jira, Intercom, Zendesk).

🟦 2. Demonstrate Technical Troubleshooting

Detail specific examples:

• API issues

• Browser troubleshooting

• User onboarding

• Account setup

🟦 3. Showcase Documentation Skills

Include links or mention guides, SOPs, or troubleshooting documentation you’ve created.

🟦 4. Include Compliance or Security Exposure

Even small projects involving audits, ISO standards, SOC 2, or risk management add value.

🟦 5. Emphasise Soft Skills

Highlight:

• Communication

• Customer empathy

• Task prioritisation

• Problem-solving