Customer Support Engineer - Richards Bay

Placements24; Richards Bay; Hybrid; ZAR 450,000 - 650,000; Full time

Benefits offered by this job

Competitive salary

Comprehensive medical aid

Provident fund

Professional development opportunities

Hybrid work arrangement

Job summary

Placements24 is seeking a Customer Support Engineer to join our client’s technical support division in Richards Bay. You will provide advanced technical assistance, troubleshoot complex hardware and software issues, and act as a bridge between customers and engineering teams.

The role offers a hybrid work model with on-site duties in Richards Bay and remote work flexibility. A minimum of a bachelor’s degree in Computer Science or Engineering and 4+ years in a technical/customer support role are

Qualifications

• Bachelor's degree in Computer Science, Engineering, or related field.
• Minimum 4 years in a technical or customer support engineering role.
• Strong technical aptitude across hardware and software.
• Excellent analytical and problem-solving skills.
• Proficient with diagnostic tools and ticketing systems.

Responsibilities

• Provide advanced technical support to customers via multiple channels (phone, email, ticketing system).
• Diagnose, troubleshoot, and resolve complex hardware and software issues.
• Replicate customer issues in a test environment for analysis and resolution.
• Document all technical issues, troubleshooting steps, and resolutions accurately.
• Collaborate closely with R&D and engineering teams to identify product bugs and improvements.
• Develop and maintain technical documentation, including FAQs and troubleshooting guides.
• Assist in the training of junior support staff on technical aspects of products.
• Manage customer expectations and provide regular updates on issue status.
• Contribute to the continuous improvement of support processes and tools.
• Ensure timely and effective resolution of all assigned technical support tickets.

Skills

Analytical thinking

Technical troubleshooting

Effective communication

Independent worker

Hybrid work experience

Education

Bachelor's degree in Computer Science or Engineering

Tools

Diagnostic tools

Ticketing systems

Remote collaboration tools

Job description

About the Role

Our client is seeking a skilled and motivated Customer Support Engineer to join their technical support division. This role is integral to providing high-level technical assistance and ensuring customer satisfaction with our client's innovative products. You will be involved in troubleshooting complex technical issues, providing solutions, and acting as a key liaison between customers and the engineering teams. This position operates on a hybrid work model, allowing for a balance between collaborative on-site work in Richards Bay, KwaZulu-Natal , and the flexibility of remote work. We are looking for an individual with a strong technical aptitude and a passion for problem-solving, who can contribute to our client's reputation for excellent service and product support. This is an exciting opportunity to grow your career in a technically challenging and rewarding environment.

Key Responsibilities

• Provide advanced technical support to customers via multiple channels (phone, email, ticketing system).
• Diagnose, troubleshoot, and resolve complex hardware and software issues.
• Replicate customer issues in a test environment for analysis and resolution.
• Document all technical issues, troubleshooting steps, and resolutions accurately.
• Collaborate closely with R&D and engineering teams to identify product bugs and improvements.
• Develop and maintain technical documentation, including FAQs and troubleshooting guides.
• Assist in the training of junior support staff on technical aspects of products.
• Manage customer expectations and provide regular updates on issue status.
• Contribute to the continuous improvement of support processes and tools.
• Ensure timely and effective resolution of all assigned technical support tickets.

Requirements

• Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent experience.
• Minimum of 4 years of experience in a technical support or customer support engineering role.
• Strong understanding of (mention relevant technologies, e.g., network protocols, operating systems, specific software).
• Excellent analytical and problem-solving skills.
• Proficiency with diagnostic tools and ticketing systems.
• Effective communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Ability to work independently and as part of a collaborative team.
• Experience working in a hybrid work environment.
• Must be able to commute to our Richards Bay, KwaZulu-Natal office.
• A proactive and customer-focused attitude.

Benefits

• competitive salary package.
• comprehensive medical aid.
• a provident fund.
• significant opportunities for professional development and advanced training in cutting-edge technologies.
• Employees benefit from the flexibility of a hybrid work arrangement, promoting a healthy work-life balance.