Remote Technical Support Engineer

Placements24; Queenstown; Hybrid; NZD 125,000 - 196,000; Full time

Benefits offered by this job

Competitive salary

Health, dental, vision insurance

Generous paid time off

Professional development & training

Fully remote culture

Home office setup budget

Job summary

Placements24 is seeking a skilled Remote Technical Support Engineer to join a fully remote team. You will provide advanced technical assistance, diagnose intricate issues, and implement robust solutions to ensure customer satisfaction.

The role emphasizes remote collaboration, documentation, and continuous improvement. Key responsibilities include handling Tier 2/3 support, troubleshooting across Windows/Linux, and working with cloud platforms (AWS/Azure/GCP).

Qualifications

• Proven experience as a Technical Support Engineer or similar advanced role.
• Strong understanding of Windows and Linux OS, networking (TCP/IP, DNS, DHCP).
• Experience with cloud platforms (AWS/Azure/GCP) is highly advantageous.
• Scripting knowledge (Python, Bash) is a plus.

Responsibilities

• Provide Tier 2 and Tier 3 technical support via phone, email, and remote sessions.
• Diagnose, troubleshoot, and resolve complex hardware, software, and network issues.
• Analyze logs to identify root causes and implement effective solutions.
• Create and maintain knowledge base articles and troubleshooting guides.
• Collaborate with engineering to report bugs and suggest improvements.
• Prioritize tickets and communicate clearly with customers.
• Contribute to process improvements and tooling in support.

Skills

Analytical thinking

Problem solving

Communication

Independence

Customer service

Networking basics

Education

MCSE

RHCE

Tools

AWS

Azure

GCP

Python

Bash

Windows

Linux

Job description

About the Role

Our client is seeking a highly skilled and dedicated Remote Technical Support Engineer to join their dynamic, fully remote team. This position is perfect for a proactive problem-solver who thrives on tackling complex technical challenges and delivering exceptional support. You will be responsible for providing advanced technical assistance to customers, diagnosing intricate issues, and implementing robust solutions. As a remote-first company, we provide a flexible and empowering work environment, equipped with the latest tools and technologies to ensure your success. The ideal candidate possesses a deep technical knowledge base, excellent analytical skills, and a passion for ensuring customer satisfaction. You will play a critical role in maintaining system stability, resolving critical incidents, and contributing to the overall technical excellence of our client's offerings. Your expertise will be highly valued in supporting our growing customer base.

Key Responsibilities

• Provide Tier 2 and Tier 3 technical support to customers via phone, email, and remote sessions.
• Diagnose, troubleshoot, and resolve complex hardware, software, and network issues.
• Analyze system logs and diagnostic information to identify root causes of problems.
• Develop and implement effective solutions, workarounds, and preventative measures.
• Create and maintain technical documentation, including knowledge base articles, troubleshooting guides, and FAQs.
• Collaborate with engineering and product teams to report bugs and suggest product improvements.
• Manage and prioritize incoming support tickets, ensuring timely resolution and clear communication with customers.
• Contribute to the continuous improvement of support processes and tools.

Requirements

• Proven experience as a Technical Support Engineer or in a similar advanced technical support role.
• Strong understanding of operating systems (Windows, Linux), networking protocols (TCP/IP, DNS, DHCP), and common applications.
• Experience with cloud platforms (AWS, Azure, GCP) is a significant advantage.
• Proficiency in scripting languages (e.g., Python, Bash) is a plus.
• Excellent analytical, problem-solving, and debugging skills.
• Outstanding communication and customer service skills, with the ability to explain complex technical issues clearly.
• Ability to work independently and manage time effectively in a fully remote environment.
• Relevant certifications (e.g., MCSE, RHCE) are highly desirable.

Benefits

• Competitive annual salary and performance-based incentives.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off and company holidays.
• Opportunities for professional development, certifications, and career growth.
• A collaborative and fully remote work culture.
• Home office setup budget.
• Access to cutting-edge technologies and training.