The Technical Support Representative will form part of Octiv’s Customer Support function, working under and reporting directly to the Technical Support Lead. This role has a strong technical focus and goes beyond standard support — you will be responsible for investigating complex issues, debugging problems, identifying root causes, and working closely with Product and Engineering to improve the reliability and performance of the platform.

At Octiv, we believe exceptional support is not just about answering questions — it’s about solving problems at their source and helping shape a more robust product through real-world insights.

You will act as the bridge between customers experiencing technical challenges and the internal teams responsible for resolving them, ensuring issues are thoroughly investigated, clearly documented, and ultimately resolved.

In summary, you will ensure that technical issues are not only fixed but understood — shining a light on where and why problems occur so we can continuously improve the platform.

This is a fantastic opportunity if you enjoy troubleshooting, critical thinking, digging into systems, and making a real impact in a fast-growing B2B SaaS company.

As the Technical Support Representative, you will work closely with the Technical Support Lead, as well as Product, Engineering, Customer Success, and Onboarding teams.

• Investigate and resolve complex technical support tickets from customers and internal teams
• Debug issues across web, mobile, integrations, and third-party services
• Reproduce reported bugs and document findings clearly
• Analyse logs, system behaviour, and user workflows to determine root causes
• Identify patterns in recurring issues and escalate systemic problems

• Act as the voice of real-world usage by surfacing technical pain points to Product
• Provide detailed bug reports with reproduction steps, context, and impact
• Work with Engineering to validate fixes and confirm resolutions
  Contribute insights that inform product improvements and more robust solutions
• Assist in testing new features and releases from a technical support perspective

• Guide customers through technical troubleshooting steps
• Explain complex issues in simple, understandable terms
• Assist with configuration issues, integrations, data migrations, and setup challenges
• Support clients with API-related questions, imports/exports, and system behaviour

• Strong problem-solving and analytical mindset
• Experience in technical support, IT support, QA, or a similar technical role
• Ability to diagnose issues systematically and think in root causes
• Comfort working with SaaS platforms and web-based technologies
• Understanding of APIs, integrations, and system workflows is advantageous
• Excellent written communication for documenting technical issues
• Ability to translate technical findings into clear explanations
• Attention to detail and persistence in solving difficult problems
• Ability to prioritise and manage multiple issues simultaneously
• Curiosity and a desire to understand how systems work
• A team player who collaborates across departments

• A positive, performance-driven work environment in a young, dynamic team
• Opportunity to work closely with Product and Engineering
• Direct impact on improving the platform used by gyms worldwide
• Formation continue et mentorat
• Room for personal and professional growth
• Remote work lifestyle, work anywhere keeping SA hours
• A fast-growing international SaaS company
• An open, collaborative culture that values initiative
• A team that cares about people and performanc