This role acts as the first point of contact between users and developers, handling product support, user training and user-focused validation of new releases. By filtering issues and providing clear feedback, the role reduces interruptions to development and improves overall product quality.
Developers remain responsible for automated testing and code quality; this role complements that work from a user perspective.
Key Responsibilities
- Serve as first-line product support for users
- Triage issues to distinguish user error from genuine bugs
- Escalate confirmed bugs with clear reproduction steps and context
- Perform manual, user-focused validation during incremental releases
- Deliver user onboarding and training for web applications
- Conduct continual regression testing to ensure new changes do not introduce defects in existing functionality
- Create and maintain basic user guides and training material
- Identify recurring issues and feed insights back to the development team
Experience
- Relevant experience in product support, application support, customer success, QA or system training is advantageous
- Strong user empathy and clear communication skills
- Ability to learn complex systems and workflows quickly
- Logical problem-solving and attention to detail
- Comfortable working with web applications and dashboards
- Able to explain technical concepts in simple terms
- Organised, reliable and able to work independently
- The opportunity to grow both in your personal and professional capacity
- Health insurance and provident fund
- Access to an online wellness platform, providing free and confidential support from licensed therapists.
To apply for this role, please submit a resume outlining your experience and qualifications as part of this process.
Closing date: 06 February 2026
Should you not hear from us within 14 working days of the closing date, please consider your application unsuccessful.
