Remote Technical Support Engineer

Placements24; United States; Remote; USD 65,000 - 95,000; Full time

Benefits offered by this job

Health insurance

401(k) match

Flexible remote work

Paid time off

Training opportunities

Job summary

Placements24 is seeking a highly skilled Remote Technical Support Engineer to join a global, fully remote team. You will resolve complex software and hardware issues, document findings, and share knowledge to help customers achieve optimal performance.

You will work with Windows, macOS, Linux, and networking concepts, using Zendesk/Jira for ticketing, and adapt to evolving product updates while delivering exceptional customer service from a home office.

Qualifications

• Minimum 3 years in technical support or similar role.
• Strong diagnostic and problem-solving skills.
• Proficiency with Windows/macOS/Linux and networking basics.
• Experience with remote support tools and ticketing systems.

Responsibilities

• Provide advanced technical support to customers via phone, email, and remote support tools.
• Diagnose, troubleshoot, and resolve complex software and hardware issues.
• Document technical issues, solutions, and processes in a knowledge base.
• Escalate unresolved issues to senior engineers or development teams when necessary.
• Collaborate with cross-functional teams to resolve customer issues.
• Develop and maintain technical documentation, FAQs, and user guides.
• Contribute to product improvement by identifying recurring issues and feedback.
• Manage and prioritize incoming support requests according to urgency and impact.
• Stay up-to-date with product updates and new technologies.
• Participate in on-call rotation as needed.

Skills

Tech support

Diagnostics

Remote work

Communication

Python/Bash

Customer focus

Tools

Zendesk

Jira

Job description

About the Role

Our client, a leading provider of cutting-edge software solutions, is seeking a highly skilled and motivated Remote Technical Support Engineer to join their expanding support team. This position is integral to providing exceptional technical assistance to our diverse client base, resolving complex issues, and ensuring optimal system performance. As a fully remote role, you will have the flexibility to work from any location while collaborating with a global team of experts. The ideal candidate possesses a deep understanding of software systems, excellent diagnostic skills, and a passion for customer satisfaction. You will be instrumental in troubleshooting technical challenges, providing clear solutions, and contributing to the overall reliability and success of our client's products. This is a prime opportunity for a technically adept individual seeking a rewarding remote career.

Key Responsibilities

• Provide advanced technical support to customers via phone, email, and remote support tools.
• Diagnose, troubleshoot, and resolve complex software and hardware issues.
• Document technical issues, solutions, and processes in a knowledge base.
• Escalate unresolved issues to senior engineers or development teams when necessary.
• Collaborate with cross-functional teams (e.g., Development, QA, Product Management) to resolve customer issues.
• Develop and maintain technical documentation, FAQs, and user guides.
• Contribute to product improvement by identifying recurring issues and providing feedback.
• Manage and prioritize incoming support requests according to urgency and impact.
• Stay up-to-date with product updates and new technologies.
• Participate in on-call rotation as needed.

Requirements

• Minimum of 3 years of experience in technical support or a similar role, preferably supporting complex software applications.
• Strong diagnostic and problem-solving skills with a methodical approach.
• Proficiency in operating systems (Windows, macOS, Linux) and networking concepts.
• Experience with scripting languages (e.g., Python, Bash) is a plus.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly.
• Experience with remote support tools and ticketing systems (e.g., Zendesk, Jira).
• Ability to work independently and manage time effectively in a remote environment.
• Strong customer service orientation and a commitment to client satisfaction.
• Relevant IT certifications (e.g., CompTIA, Microsoft) are advantageous.
• Must be available to work flexible hours, including potential evenings and weekends, as part of a remote support structure.

Benefits

• This position offers a competitive salary, comprehensive health insurance benefits, and opportunities for professional growth and certification.
• Employees benefit from a flexible remote work environment, ample paid time off, and a 401(k) plan with company matching.
• Our client fosters a culture of continuous learning and development, providing access to training resources and opportunities to work on challenging projects.
• Join a collaborative and innovative remote team dedicated to providing top-tier technical support, working from your home office near Randburg .