Remote Technical Support Engineer

Placements24; Kimberley; Hybrid; CAD 70,000 - 110,000; Full time

Benefits offered by this job

Competitive salary

Remote work

Health insurance

Paid time off

Career development

Job summary

Placements24 is seeking a highly analytical and communicative Remote Technical Support Engineer to join their dedicated support division, ideally based in Kimberley, Canada, but capable of remote work.

You will use advanced troubleshooting, remote access tools, and system diagnostics to resolve complex software and hardware issues, document solutions, and help junior engineers while ensuring customer satisfaction.

Qualifications

• Bachelor's degree in Computer Science, Engineering, or related technical field, or equivalent practical experience.
• Minimum of 4 years of experience in a technical support or engineering role, preferably remote.
• Strong expertise in software troubleshooting, system diagnostics, and performance analysis.
• Familiarity with scripting languages (e.g., Python, Bash) is a plus.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work independently, manage time effectively, and adapt to changing priorities in a remote-first setting.

Responsibilities

• Provide advanced technical support to customers experiencing issues with software, hardware, or integrated systems.
• Utilize remote diagnostic tools and techniques to identify, troubleshoot, and resolve complex technical problems.
• Analyze system logs, error messages, and performance data to pinpoint root causes of issues.
• Collaborate with development and product teams to report bugs and suggest product improvements based on customer feedback.
• Document technical solutions, create knowledge base articles, and provide guidance to junior support staff.
• Manage customer escalations, ensuring prompt and effective resolution of critical issues.

Skills

Technical troubleshooting

Remote support

System diagnostics

Communication

Scripting (Python/Bash)

Education

Bachelor's degree in Computer Science or related field

Tools

Remote access tools

Job description

About the Role

Our client is seeking a highly analytical and communicative Remote Technical Support Engineer to join their dedicated support division. This role is fundamental to assisting customers with complex technical challenges related to our client's software and hardware products. You will leverage advanced troubleshooting techniques and remote access tools to diagnose issues, provide solutions, and ensure customer satisfaction, all from a remote work environment ideally based within Kimberley. This position requires deep technical knowledge, exceptional problem-solving skills, and the ability to articulate solutions clearly to users of varying technical expertise.

Key Responsibilities

• Provide advanced technical support to customers experiencing issues with software, hardware, or integrated systems.
• Utilize remote diagnostic tools and techniques to identify, troubleshoot, and resolve complex technical problems.
• Analyze system logs, error messages, and performance data to pinpoint root causes of issues.
• Collaborate with development and product teams to report bugs and suggest product improvements based on customer feedback.
• Document technical solutions, create knowledge base articles, and provide guidance to junior support staff.
• Manage customer escalations, ensuring prompt and effective resolution of critical issues.

Requirements

• Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.
• Minimum of 4 years of experience in a technical support or engineering role, preferably in a remote capacity.
• Strong expertise in software troubleshooting, system diagnostics, and performance analysis.
• Familiarity with scripting languages (e.g., Python, Bash) is a plus.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work independently, manage time effectively, and adapt to changing priorities in a remote-first setting.

Benefits

• Competitive monthly salary and performance-based bonuses.
• Flexible work arrangements, with the ability to work remotely from anywhere within Northern Cape.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off and company holidays.
• Opportunities for career advancement and specialized technical training.