Customer Support Engineer - Stellenbosch Tech Hub

Placements24; Stellenbosch; Hybrid; ZAR 420,000 - 650,000; Full time

Benefits offered by this job

Competitive salary

Hybrid work model

Health & wellness benefits

Professional development

Modern office in Stellenbosch

Generous PTO

Job summary

Placements24 is seeking a Customer Support Engineer in Stellenbosch, Western Cape. You will provide high-level technical support for our software products, diagnose complex issues, and ensure client satisfaction.

This role interfaces between clients and technical teams, requiring clear communication and strong problem-solving. The ideal candidate has a technical background, 4+ years in software support, and experience with Windows/Linux, networking, databases, and scripting.

Qualifications

• Bachelor’s degree in CS/IT/Engineering or related field.
• Minimum 4 years of technical support experience in software.
• Strong understanding of Windows/Linux OS, networking, and databases.
• Proficiency in Python or Bash scripting.
• Excellent analytical and problem-solving skills.
• Superior communication and interpersonal skills for explaining technical concepts.
• Experience with CRM/ticketing systems like Zendesk and JIRA.
• Ability to work independently in a Hybrid setting and manage priorities.

Responsibilities

• Provide in-depth technical support for software products via phone, email, and remote sessions.
• Diagnose, troubleshoot, and resolve complex client issues.
• Document issues and resolutions in a knowledge base.
• Collaborate with development and QA to identify bugs and fixes.
• Assist clients with installation, configuration, and integration.
• Develop technical guides, FAQs, and other support docs.
• Conduct client training on product usage and best practices.
• Monitor system performance and identify potential issues.
• Manage client expectations and communicate status and timelines.
• Contribute to continuous improvement of support processes.

Skills

Technical troubleshooting

Operating systems (Windows, Linux)

Scripting (Python, Bash)

CRM & ticketing

Customer communication

Education

Bachelor's degree in Computer Science/IT/Engineering

Tools

Zendesk

JIRA

Job description

About the Role

Our client, an innovative software development company, is looking for a skilled Customer Support Engineer to join their thriving Stellenbosch, Western Cape office. This crucial role involves providing high-level technical support to clients, diagnosing and resolving complex software issues, and ensuring client satisfaction with our cutting-edge products. The ideal candidate possesses a strong technical aptitude, excellent troubleshooting skills, and a passion for helping customers succeed. You will be a key interface between our technical teams and our client base, requiring clear communication and problem-solving abilities. This is an excellent opportunity to advance your career in a fast-paced tech environment, working with a talented team in the beautiful Western Cape. This Hybrid position offers the flexibility of remote work combined with essential on-site collaboration at our Stellenbosch headquarters. Contribute your expertise to a company at the forefront of technological innovation in South Africa.

Key Responsibilities

• Provide in-depth technical support and troubleshooting for software products via phone, email, and remote sessions.
• Diagnose, troubleshoot, and resolve complex technical issues reported by clients.
• Document technical issues and resolutions in a knowledge base.
• Collaborate with development and quality assurance teams to identify bugs and recommend fixes.
• Assist clients with product installation, configuration, and integration.
• Develop technical guides, FAQs, and other support documentation.
• Conduct training sessions for clients on product usage and best practices.
• Monitor system performance and identify potential issues proactively.
• Manage client expectations and communicate effectively regarding issue status and resolution timelines.
• Contribute to the continuous improvement of support processes and tools.

Requirements

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• Minimum of 4 years of experience in technical support, preferably in a software environment.
• Strong understanding of operating systems (Windows, Linux), networking concepts, and databases.
• Proficiency in scripting languages (e.g., Python, Bash) is a significant advantage.
• Excellent analytical and problem-solving skills.
• Superior communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Experience with CRM and ticketing systems (e.g., Zendesk, JIRA).
• Ability to work independently and manage multiple priorities in a Hybrid work setting.
• Must be based in or willing to relocate to the Stellenbosch, Western Cape, ZA area.
• A customer-centric approach and a dedication to resolving technical challenges.

Benefits

• Competitive salary and potential for performance bonuses.
• Comprehensive health and wellness benefits.
• Retirement savings plan.
• Opportunities for professional development and certifications.
• A dynamic and innovative work culture.
• Access to modern office facilities in Stellenbosch.
• Generous paid time off.
• Collaborative team environment with expert colleagues.
• Exposure to cutting-edge software solutions.
• A key role in a growing technology company in the Western Cape.