Support · Remote-first
Level 1 Support Engineer
Answer first, diagnose fast, and keep customers informed until the case is closed.
Remote · MENA & EuropeFull-time1-3 yrs experience
Apply for this roleAbout the role
Tactful is a customer experience infrastructure platform.
You are the first person a customer reaches when something is not working.
You own the case from first reply through to resolution, or to a clean handover.
What you'll own
- Answer customer support requests as the first point of contact, by email and our other official channels.
- Own each case from first triage through to resolution or handover.
- Diagnose and fix common platform, configuration and usage issues.
- Prioritise cases against agreed response and resolution times.
- Hand product issues and hard technical problems to our engineering team with the full investigation attached.
- Keep customers informed at every step, without being chased.
- Write and improve knowledge base articles and troubleshooting guides.
- Spot repeat issues and propose fixes that stop them coming back.
- Keep case notes and categories accurate so support reporting means something.
- Work with the customer, product and engineering teams so a case does not stall.
What we're looking for
- 1-3 years in technical support, service desk or application support for SaaS software.
- A technical background, with experience supporting cloud applications.
- Experience with ticketing or service-desk tools.
- Strong troubleshooting instincts and a methodical approach to problems.
- Clear written and spoken communication.
- Able to juggle several customer requests and still hit agreed response times.
- Careful with detail and with documentation.
- Calm under pressure, and genuinely customer-first.
- Comfortable working across product and engineering teams.
Nice to have
- Experience supporting CRM or customer experience software.
- Familiarity with automation tools or conversational AI.
- A working understanding of APIs, integrations and web technologies.
- Experience writing knowledge base articles or customer documentation.
- ITIL Foundation or a similar support certification.
How success is measured
- Cases answered and resolved inside the agreed times.
- Customers report a good experience when they deal with support.
- Escalations arrive at engineering complete, and only when they need to.
- Case notes are accurate enough that reporting can be trusted.
- The knowledge base gets better every month.
- Repeat and avoidable issues go down.
Why join Tactful
- Support a platform that businesses across MENA and Europe run their customer operations on.
- Learn from an experienced, technical team.
- Remote-first and outcome-driven.
- See the product end to end, from the customer's side.
- Grow into deeper technical support, delivery or product roles.
Apply for this role
Ready to be the first line of support for customers across MENA and Europe? Send us your application.
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