Lead Customer Support Engineer

Placements24; Sandton; Hybrid; ZAR 900,000 - 1,500,000; Full time

Benefits offered by this job

Fully remote work arrangement

State-of-the-art equipment

Job summary

Placements24 is seeking an experienced Lead Customer Support Engineer for a fully remote role. You will lead a team of engineers, handle complex escalations, and collaborate with product and engineering teams to improve offerings.

You will mentor junior engineers, develop best practices, and drive customer satisfaction through strategic support operations and documentation.

Qualifications

• Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.

Responsibilities

• Provide Tier 2/3 technical support for complex customer issues, acting as an escalation point.

Skills

Leadership

Technical troubleshooting

Cloud technologies

Remote collaboration

Communication

Documentation

Escalation handling

Education

Bachelor's degree in CS/Engineering

Tools

CRM systems

Ticketing systems

Remote support tools

Job description

About the Role

Our client is seeking a highly experienced and motivated Lead Customer Support Engineer to join their fully remote team. This is a critical role where you will provide advanced technical support, lead a team of support engineers, and contribute to the strategic direction of our customer service operations. As a Lead, you will not only handle complex technical escalations but also mentor and guide junior engineers, develop best practices, and collaborate closely with product and engineering teams to improve our offerings. This position offers the unique advantage of a remote-first work environment, allowing you to excel from anywhere. We are looking for a candidate with a strong technical background, exceptional leadership qualities, and a passion for delivering outstanding customer experiences. Our client is committed to innovation and excellence, providing a platform for you to make a significant impact. You will be instrumental in ensuring our customers receive timely, effective, and comprehensive support for our cutting-edge products. This role requires a strategic thinker who can balance technical expertise with strong people management skills, fostering a high-performing and collaborative remote team culture. Join us in shaping the future of customer support and technological advancement.

Key Responsibilities

• Provide Tier 2/3 technical support for complex customer issues, acting as an escalation point.
• Lead, mentor, and manage a team of customer support engineers, fostering their professional development.
• Develop and implement support processes, policies, and best practices to enhance efficiency and customer satisfaction.
• Collaborate with product management and engineering teams to identify and resolve product issues and contribute to feature enhancements.
• Create and maintain comprehensive technical documentation, including knowledge base articles and troubleshooting guides.
• Analyze support metrics and trends to identify areas for improvement and report findings to management.
• Manage customer escalations and ensure timely and satisfactory resolutions.
• Participate in the hiring and training of new support engineers.
• Represent the customer perspective in internal technical discussions.
• Stay up-to-date with product developments and industry best practices.

Requirements

• Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.
• Minimum of 5-7 years of experience in technical support or customer engineering, with at least 2 years in a leadership or mentoring role.
• Proven expertise in diagnosing and resolving complex technical issues.
• Strong understanding of software development lifecycles, cloud technologies, and system architecture.
• Excellent leadership, team management, and communication skills.
• Experience with CRM, ticketing systems, and remote support tools.
• Ability to work effectively in a fully remote, collaborative environment.
• Strong analytical and problem-solving abilities.
• Demonstrated ability to manage multiple priorities and meet deadlines.

Benefits

• Highly competitive salary and performance bonuses.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and company holidays.
• Significant opportunities for professional development, training, and career growth.
• Fully remote work arrangement with flexible hours.
• Company-provided state-of-the-art equipment.
• Retirement savings plan with employer match.
• Access to cutting-edge technologies and projects.