Customer Support Engineer - Escalation Team

Placements24; Durban; Hybrid; ZAR 420,000 - 600,000; Full time

Benefits offered by this job

Competitive salary commensurate with经验

Comprehensive health insurance

Retirement savings plan

Hybrid work flexibility

Professional growth opportunities

Access to training programs

Durban-based team

Dynamic, collaborative environment

Employee assistance program

Generous annual leave

Job summary

Placements24 in Durban is seeking a Customer Support Engineer to join the escalation team. You will be the technical point person for complex problems, collaborating with engineering and product teams to find and implement solutions.

This hybrid role blends in-office collaboration with remote work for KwaZulu-Natal professionals. You will resolve challenging issues, guide customers via phone, email and remote sessions, document resolutions, and contribute to the knowledge base.

Qualifications

• Minimum 4 years in technical support, resolving complex software/hardware issues.
• Strong OS, networking and databases background.
• Proficiency with scripting languages (Python, Bash) is advantageous.
• Excellent communication and problem-solving abilities.
• Ability to work hybrid schedule and collaborate with cross-functional teams.

Responsibilities

• Investigate, diagnose, and resolve complex technical issues reported by customers.
• Escalate unresolved issues to higher-level support or development teams with detailed documentation.
• Provide in-depth technical guidance to customers via phone, email, and remote sessions.
• Reproduce customer issues in test environments to identify root causes.
• Contribute to knowledge base with technical articles and FAQs.
• Collaborate with developers and QA to provide feedback on product issues.
• Mentor junior support engineers and manage multiple high-priority cases.
• Participate in on-call rotation for critical support issues.
• Develop relationships with key technical contacts at customer sites.

Skills

4+ years in technical support

Excellent communication

Python scripting

Bash scripting

Tools

Windows

Linux

macOS

Networking

Databases

Job description

About the Role

Our client, a leader in innovative software solutions, is seeking a highly skilled Customer Support Engineer to join their escalation team in Durban. This role is crucial for resolving the most challenging technical issues our customers encounter, ensuring their continued success with our products. You will be the technical point person for complex problems, working collaboratively with engineering and product teams to find and implement solutions. This position offers a hybrid work model, blending the benefits of in-office collaboration with the flexibility of remote work, perfect for professionals in KwaZulu-Natal looking for a dynamic career. We are passionate about delivering outstanding technical support and empowering our customers through expert assistance. Join our client's Durban-based team and play a key role in maintaining our high standards of customer satisfaction and technical excellence.

Key Responsibilities

• Investigate, diagnose, and resolve complex technical issues reported by customers.


• Escalate unresolved issues to higher-level support or development teams with detailed documentation.


• Provide in-depth technical guidance and solutions to customers via phone, email, and remote sessions.


• Reproduce customer-reported issues in a test environment to identify root causes.


• Contribute to the knowledge base by creating technical articles, troubleshooting guides, and FAQs.


• Collaborate closely with software developers and QA engineers to provide feedback on product issues and improvements.


• Mentor and assist junior support engineers in resolving technical challenges.


• Manage multiple high-priority support cases simultaneously, ensuring timely updates and resolutions.


• Participate in on-call rotation for critical support issues.


• Develop and maintain strong relationships with key technical contacts at customer sites.

Requirements

• Minimum of 4 years of experience in technical support, troubleshooting complex software or hardware issues.


• Strong background in operating systems (Windows, Linux, macOS), networking, and databases.


• Proficiency in scripting or programming languages (e.g., Python, Bash) is a significant advantage.


• Excellent analytical and problem-solving skills, with a methodical approach to troubleshooting.


• Outstanding communication and interpersonal skills, with the ability to explain technical concepts clearly.


• Experience working with ticketing systems and remote support tools.


• Ability to work independently and as part of a team in a fast-paced environment.


• Familiarity with cloud platforms (AWS, Azure, GCP) is a plus.


• Relevant certifications (e.g., CompTIA, Microsoft) are advantageous.


• Must be able to work a hybrid schedule, commuting to our Durban office as required.

Benefits

• Competitive salary commensurate with experience.


• Comprehensive health insurance coverage.


• Retirement savings plan.


• Significant opportunities for professional growth and skill development.


• Access to cutting-edge technology and training programs.


• A dynamic and collaborative work environment in Durban.


• Hybrid work flexibility for a better work-life balance.


• Employee assistance program for personal and professional support.


• Generous annual leave and public holiday allowance.


• Exposure to a diverse range of challenging technical problems.