Senior Support Consultant

Parvana

Provide consultative guidance and resolve high-impact incidents as a Senior Support Consultant. Engage in training and knowledge sharing to enhance support team capabilities while ensuring product integrity.

Posted 6/9/2026full-timeCape Town • 🇿🇦 South AfricaSeniorWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

Hybrid work environment (3 days in office)
Diversity and inclusion at workplace
Training opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical consultingSaaS product supportcloud-based deploymentsintegrationsSaaS architectureworkflowsSharePoint OnlinePower Automateroot cause analysissmoke testing

Soft Skills

consultative guidancecustomer feedbackmentoringcommunicationrisk mitigationteam capability elevationtroubleshootingstakeholder advisingcase reviewsknowledge sharing