Customer Support Agent - Tier 2

Placements24; Midrand; On-site; ZAR 420,000 - 540,000; Full time

Benefits offered by this job

Medical and dental insurance

Retirement annuity

Performance bonuses

Competitive salary

Job summary

Placements24 is seeking a skilled Tier 2 Customer Support Agent for a cloud solutions company in Midrand, Gauteng. You will handle advanced technical issues escalated from Tier 1, working closely with engineering to deliver swift resolutions for enterprise clients.

Requires 3+ years in Tier 2 support, strong OS, networking, and cloud knowledge (AWS/Azure/GCP). On-site in Midrand with on-call rotation and knowledge-base contributions.

Qualifications

• Minimum of 3 years in a Tier 2 or higher technical support role, preferably in SaaS or cloud computing.
• Strong technical aptitude across operating systems, networking, and cloud technologies (AWS, Azure, GCP).
• Proven ability to troubleshoot complex technical problems efficiently.
• Excellent problem-solving, analytical and critical thinking skills.
• Strong written and verbal communication for a non-technical audience.
• Experience with ticketing systems such as Jira Service Desk or Zendesk.
• Ability to work independently in a fast-paced environment.
• Relevant technical certification is highly desirable.
• Must be willing to work onsite in Midrand, Gauteng.

Responsibilities

• Provide advanced technical support for complex customer issues escalated from Tier 1 support.
• Diagnose and troubleshoot software, hardware, and network problems related to our cloud services.
• Analyze system logs and error messages to identify root causes of issues.
• Communicate technical solutions clearly and effectively to customers via phone, email, and chat.
• Collaborate with engineering and product development teams to resolve bugs and implement fixes.
• Document troubleshooting steps, solutions, and technical knowledge in the knowledge base.
• Assist in developing and updating support documentation and procedures.
• Identify trends in customer issues and provide feedback to improve product stability and user experience.
• Participate in on-call rotation as required for urgent support needs.

Skills

Tier 2 technical support

Cloud technologies

Networking concepts

Windows Server

Linux

Jira Service Desk

Zendesk

Remote support tools

Strong communication

Analytical thinking

Tools

Jira Service Desk

Zendesk

Job description

About the Role

Our client, a rapidly expanding technology company specializing in cloud solutions, is seeking a highly skilled Tier 2 Customer Support Agent for their office in Midrand. This role is critical for resolving complex technical issues that require in-depth knowledge and troubleshooting expertise. You will work closely with Tier 1 support and engineering teams to ensure swift and effective solutions for our enterprise clients. This is a demanding but rewarding position for a technically adept individual who thrives on problem-solving. This position requires you to be based in Midrand, Gauteng, offering a hands-on, in-office experience.

Key Responsibilities

• Provide advanced technical support for complex customer issues escalated from Tier 1 support.
• Diagnose and troubleshoot software, hardware, and network problems related to our cloud services.
• Analyze system logs and error messages to identify root causes of issues.
• Communicate technical solutions clearly and effectively to customers via phone, email, and chat.
• Collaborate with engineering and product development teams to resolve bugs and implement fixes.
• Document troubleshooting steps, solutions, and technical knowledge in the knowledge base.
• Assist in developing and updating support documentation and procedures.
• Identify trends in customer issues and provide feedback to improve product stability and user experience.
• Participate in on‑call rotation as required for urgent support needs.

Requirements

• Minimum of 3 years of experience in a Tier 2 or higher technical support role, preferably in SaaS or cloud computing.
• Strong technical aptitude and in-depth knowledge of operating systems (Windows Server, Linux), networking concepts, and cloud technologies (AWS, Azure, GCP).
• Proven ability to troubleshoot complex technical problems efficiently.
• Excellent problem-solving, analytical, and critical thinking skills.
• Strong written and verbal communication skills, with the ability to explain technical concepts to a non-technical audience.
• Experience with ticketing systems (e.g., Jira Service Desk, Zendesk) and remote support tools.
• Ability to work independently and manage time effectively in a fast-paced environment.
• A relevant technical certification is highly desirable.
• Must be willing to work onsite in Midrand, Gauteng.

Benefits

Our client offers a competitive salary, comprehensive medical and dental insurance, a retirement annuity, and performance bonuses.

You will have the opportunity to work with cutting-edge technology and gain valuable experience in the cloud sector. This role provides a challenging yet supportive work environment within our Midrand office. Join our client and be part of a team that is at the forefront of cloud innovation.

We are committed to fostering a culture of learning and provide ample opportunities for professional development.