Support Consultant (Senior)

Location: Cape Town | Work Type: Hybrid (3 days in office) | Job ID: J107201

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 for customers and develop essential troubleshooting playbooks and support patterns.
  
• Act as a role model for support standards, mentor consultants through case reviews, and facilitate knowledge sharing to elevate team capability.
  
• Lead smoke testing during deployments to minimize risks and ensure quality before customer go-live events.
  
• Advise stakeholders on SharePoint architecture and configuration while overseeing complex document and template updates to ensure platform standards.
  

What our client is looking for:

• 5 - 7 years of experience in technical consulting, SaaS product support, or a related field.
  
• A minimum of 4 years of hands-on work with Microsoft 365, SharePoint Online, and Power Automate.
  
• Comprehensive understanding of cloud-based deployments, integrations, SaaS architecture, and workflows.
  
• Strong verbal and written communication abilities, with a focus on managing high-stakes client interactions.
  
• Prior experience as a technical lead or senior escalation point is considered an advantage.
  

For a more comprehensive list of opportunities that we have on offer, do visit our website - https://www.parvana.co.uk/careers

Requirements

Senior Support Consultant, SaaS, Microsoft 365, SharePoint Online, Power Automate, Incident Management, Technical Consulting, SLA Management, Cloud Deployments, Escalation Point