Customer Solutions Engineer

Hirexe; South Africa; Remote; ZAR 420,000 - 640,000; Full time

Job summary

Hirexe is seeking a Customer Solutions Engineer to collaborate with customer service and development teams. You will implement key integrations, troubleshoot server-side issues, and contribute to new features that improve the product and user experience.

Based in South Africa, you will work EST hours in a fully remote capacity, with a strong focus on ownership, mentoring, and growth into development over time.

Qualifications

• Hands-on Linux server experience, security concepts, and TLS basics.
• SQL querying and data manipulation on live data and spreadsheets.
• Ability to diagnose complex issues across server, app, and database layers.

Responsibilities

• Demonstrate features and integrations to customers, guiding successful implementation.
• Diagnose and resolve technical issues end-to-end, including SSO configuration and email delivery problems.
• Write SQL queries in tenant databases and perform data updates as needed.
• Create documentation and training materials to aid customer onboarding.
• Collaborate with CS and development teams on roadmap and feature requests.

Skills

Linux & Systems

Databases & SQL

Troubleshooting Depth

Communication

Ownership Mindset

Time Zone

Tools

MySQL

SAML

Cloud Hosting

LAMP Stack

Job description

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.