Hybrid Technical Support Engineer: Complex Issue Solver

Placements24

Richards Bay

Hybrid

ZAR 450,000 - 650,000

Full time

3 days ago

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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.