Hybrid Customer Support Engineer - Tech Troubleshooter

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

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.