Customer Solutions Engineer

Hirexe; South Africa; À distance; ZAR 420 000 - 660 000; Plein temps

Résumé du poste

Hirexe is seeking a Customer Solutions Engineer to support customers, implement key integrations, and troubleshoot on our Linux/cloud-based SaaS platform. You will work closely with customer service and development teams from South Africa, aligned to East Coast U.S. hours.

You’ll own technical customer work from day one, understand underlying systems, and grow toward development roles over time.

Qualifications

• Solid Linux systems and database fundamentals.
• Proficient SQL querying (MySQL) and data manipulation.
• Strong troubleshooting skills and ownership mindset.
• Excellent written and verbal communication with customers.
• Willingness to work East Coast (EST) hours from South Africa.
• Growth mindset with interest in expanding into development.

Responsabilités

• Demonstrates system features and integrations to customers and assists with successful implementations (e.g., SAML, MS Teams integrations).
• Diagnoses and resolves technical issues end-to-end, including SSO and email delivery problems.
• Queries tenant databases to investigate issues and perform data changes as needed.
• Provides technical guidance to the customer service team and supports onboarding.
• Engages with customers proactively to resolve integrations and issues through multiple exchanges.
• Responds to security audits and communicates hosting/encryption practices during onboarding.
• Produces documentation and training materials for integrations and workflows.
• Participates in training sessions with campus IT staff on new features.

Connaissances

Linux

SQL

Troubleshooting

Communication

Ownership

Time Zone alignment

Outils

MySQL

LAMP stack

Cloud Infrastructure

Description du poste

Full-Time | Remote — South Africa | East Coast U.S. (EST) hours | Higher Education SaaS

About the company:

With over 1,200 customers in the U.S. and abroad, our client is a leading software provider for academic support centers in the higher education space. The platform serves writing centers, tutoring centers, advising offices, and other student-facing programs. Customers value us for our top-notch customer service, purpose-built features, and customizable data reporting and student-facing tools.

Role Overview:

We have an opening for a skilled Customer Solutions Engineer who will work closely with both our customer service and development teams. You will spend time supporting customers to implement key integrations, resolving technical issues on our platform, and helping develop new features that enhance the product and the user experience of the system.

Our infrastructure is entirely Linux and cloud-based. This is not an end-user or desktop support role: we don’t troubleshoot customers’ own computers unless an issue is directly related to the company. The work happens on the server, in the application, and in the database.

We are less focused on years of experience and more focused on mindset, but solid systems and database fundamentals are essential. The immediate need is someone who can confidently own the customer-facing technical work from day one, understands how the underlying systems actually work, and is eager to grow further into development over time.

This is a remote position for candidates based in South Africa, working East Coast U.S. (EST) hours.

Customer Solutions & Technical Support:

The individual in this role will prioritise delivering a stellar customer service experience in the following ways:

• Demonstrates the system’s technical features and integrations to customers over calls, and supports them in implementing these successfully. This can include integrating the company with third-party systems such as Microsoft Teams, configuring Single Sign-On (SAML), or mapping student course information to the system.
• Diagnoses and resolves technical issues end to end, including SSO configuration, email delivery problems, reviewing server and application logs, and reproducing reported issues to find the root cause.
• Works directly in tenant databases: writing SQL queries to investigate issues and making careful data changes, such as mass imports or updates from spreadsheets that customers provide.
• Serves as a knowledgeable resource for the customer service team on technically specific questions.
• Actively reaches out to customers in need of technical support, and follows through on correspondence, which may mean multiple exchanges to implement or resolve an integration issue.
• Responds to data security audits and questions, and shares information with potential customers about our backend, hosting, and encryption practices when needed for onboarding.
• Produces documentation and instructional material that helps customers implement integrations successfully.
• Takes part in training sessions with administrators and campus IT staff on new features, integrations, and workflows.

Product & Roadmap:

The individual will enhance and develop the product in the following ways:

• Collaborates with the company's customer support staff to ideate and prioritise features for our roadmap.
• Triages incoming issues and feature requests, and communicates clearly with customers on status and resolution.
• Delivers new features and iterates on them based on internal team testing and customer feedback.
• Remediates bugs in the system when they arise.

Required Skills:

• Linux & Systems: Hands-on experience with Linux servers, including setting one up from scratch. A working understanding of networking, DNS, HTTPS/TLS certificates, security, and encryption.
• Databases & SQL: Confident writing and running SQL queries (ideally MySQL) against real data, including bulk imports and updates from customer-supplied spreadsheets.
• Troubleshooting Depth: Understands how the underlying systems work, not just how to follow setup guides. Able to work out why something is broken when the documentation runs out.
• Communication: Strong written and oral communication skills. Our customers are higher-ed professionals and writing center directors, so you should be comfortable in front of clients and explaining technical concepts in plain language.
• Ownership Mindset: Comfortable making judgment calls, following issues through to resolution, and asking for guidance when needed.
• Time Zone: Based in South Africa, with genuine availability and willingness to work East Coast U.S. (EST) hours.

Strongly Preferred:

• LAMP Stack: Experience developing modern and legacy web applications using the LAMP stack (Linux, Apache, MySQL, PHP).
• Cloud Infrastructure: Experience working with cloud-hosted environments and web servers in production.
• Integrations: Familiarity with SSO/SAML, email delivery and authentication, or third-party integrations in a SaaS context.
• Growth Orientation: Coachable and curious, with genuine interest in growing further into the development side of the role over time.

This Role Is Probably Not the Right Fit If:

• Your technical background is mainly Windows desktop or Microsoft end-user support.
• Your experience is mostly installing and configuring software or plug-ins by following documentation, without working on the underlying servers or systems.
• You haven’t worked hands-on with databases and SQL.