About Keen
At 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 Role
This 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 Do
- Own and resolve Tier 3 and escalated support cases, with emphasis on APIs, integrations, and shipping workflows
- Investigate API-related issues including authentication, webhooks, rate limits, label creation, carrier responses, and error handling
- Analyze logs, request and response payloads, and backend data to identify root causes
- Use SQL to query internal databases, validate data integrity, and trace transactions
- Read and interpret code snippets in Python, JavaScript, Ruby, or PHP to understand customer implementations and identify likely issues
- Reproduce customer issues in sandbox or test environments when needed
- Partner with Engineering to escalate bugs, provide clear reproduction steps, and validate fixes
- Collaborate with Product and Solutions teams to identify API usability gaps and improve developer experience
- Contribute to internal documentation, runbooks, and troubleshooting guides
- Share investigation patterns and techniques with L1 and L2 teams to strengthen enablement
- Identify recurring issues and recommend improvements to processes, tooling, or product design
Requirements
What We’re Looking For
- 3 to 5+ years’ experience in Technical Support, Customer Support Engineering, or a similar technical customer-facing role
- Strong working knowledge of REST APIs, including authentication, webhooks, and JSON payloads
- Hands-on experience writing and executing SQL queries for investigation and reporting
- Ability to read and reason about code in at least one common language such as Python, JavaScript, Ruby, or PHP
- Comfort working with logs, API testing tools such as Postman or curl, and debugging distributed systems
- Proven ability to explain complex technical concepts clearly to non-technical and semi-technical customers
- Strong written communication skills for customer updates, internal notes, and escalation summaries
- Calm, methodical approach to high-stakes or time-sensitive customer issues
- Experience supporting developer-facing products or APIs in a SaaS environment
- High attention to detail and a bias toward root-cause analysis over quick fixes
Nice to Have
- Experience supporting shipping, logistics, e-commerce, or marketplace platforms
- Familiarity with tools such as Zendesk, Jira, Datadog, or similar support and observability platforms
- Prior experience acting as an informal technical lead or escalation point within a support team
Benefits
- Competitive full-time compensation
- Collaborative office space and culture
- Medical allowance
- Exposure to a fast-growing global client in the SaaS/tech space
- Birthday leave + professional development budget
- Join a supportive, resourceful, and global team that values action, clarity, and empathy
This 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.
