Lead Technical Support Engineer (Remote)

Placements24; George; Hybrid; ZAR 900,000 - 1,200,000; Full time

Benefits offered by this job

Health insurance

Remote work

Professional development

Paid time off

Conferences

Job summary

Placements24 is seeking a Lead Technical Support Engineer to head remote support operations for a global client base. You will mentor engineers, set strategies, and own escalations while collaborating with engineering and product teams.

This fully remote role offers autonomy and the possibility of occasional team syncs near George, SA. The ideal candidate has 7+ years in technical support, 2+ in leadership, strong communication, and deep knowledge of software, networks, and databases.

Qualifications

• Bachelor's degree in CS/IT or related field or equivalent practical experience.
• 7+ years in technical support or systems engineering.
• 2+ years in a leadership or supervisory role.
• Deep understanding of software architecture, networking, and database management.
• Excellent written and verbal communication skills.

Responsibilities

• Lead and manage a team of technical support engineers, providing guidance, mentorship, and performance management.
• Develop and implement strategies to enhance the efficiency and effectiveness of the technical support function.
• Oversee the resolution of complex technical issues reported by clients, ensuring timely and satisfactory outcomes.
• Act as a primary escalation point for critical technical problems, collaborating with engineering and product teams to find solutions.
• Create and maintain comprehensive technical documentation, knowledge base articles, and troubleshooting guides.
• Monitor support ticket trends, identify recurring issues, and propose preventative measures or product enhancements.
• Contribute to the continuous improvement of support processes, tools, and workflows.
• Stay abreast of the latest technological advancements and product updates to provide expert-level support.
• Foster a culture of technical excellence, customer-centricity, and continuous learning within the support team.

Skills

Leadership

Mentoring

Strategic thinking

Customer service focus

Communication

Education

Bachelor's degree in Computer Science / IT or related field

Tools

Zendesk

Jira Service Desk

Remote support tools

Job description

About the Role

Our client, a pioneering force in software development and enterprise solutions, is actively seeking an experienced and technically adept Lead Technical Support Engineer to spearhead their remote support operations. This critical role requires a strategic thinker with exceptional problem-solving skills and a proven ability to lead and mentor a team. As a fully remote position, you will have the autonomy to manage your workload and contribute to global support initiatives from anywhere, though proximity to George is considered beneficial for potential future team syncs. You will be instrumental in ensuring the seamless operation of our client’s sophisticated product suite for a diverse international clientele. This is a unique opportunity to shape the future of technical support for a rapidly expanding technology company. We are looking for individuals who are not only technically brilliant but also possess outstanding leadership qualities and a passion for delivering unparalleled customer service. This role demands a high degree of self-motivation and an innate ability to thrive in a distributed work environment.

Key Responsibilities

• Lead and manage a team of technical support engineers, providing guidance, mentorship, and performance management.
• Develop and implement strategies to enhance the efficiency and effectiveness of the technical support function.
• Oversee the resolution of complex technical issues reported by clients, ensuring timely and satisfactory outcomes.
• Act as a primary escalation point for critical technical problems, collaborating with engineering and product teams to find solutions.
• Create and maintain comprehensive technical documentation, knowledge base articles, and troubleshooting guides.
• Monitor support ticket trends, identify recurring issues, and propose preventative measures or product enhancements.
• Contribute to the continuous improvement of support processes, tools, and workflows.
• Stay abreast of the latest technological advancements and product updates to provide expert-level support.
• Foster a culture of technical excellence, customer-centricity, and continuous learning within the support team.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• A minimum of 7 years of experience in technical support or systems engineering, with at least 2 years in a leadership or supervisory role.
• Deep understanding of software architecture, networking protocols, and database management.
• Proficiency in diagnosing and troubleshooting complex software and hardware issues across various operating systems.
• Exceptional analytical and problem-solving skills, with a methodical approach to issue resolution.
• Strong leadership, team management, and motivational abilities.
• Excellent written and verbal communication skills, with the ability to explain technical details to non-technical audiences.
• Experience with ticketing systems (e.g., Zendesk, Jira Service Desk) and remote support tools.
• Ability to work autonomously and manage multiple priorities in a demanding remote environment.

Benefits

• Our client offers a highly competitive remuneration package for this Lead Technical Support Engineer position, commensurate with experience and expertise.
• Beyond a substantial salary, you will receive comprehensive health insurance coverage, retirement savings plans, and ample paid time off.
• The fully remote nature of the role provides exceptional work-life balance and the freedom to work from your preferred location.
• We invest heavily in our employees' professional growth, offering continuous training, certifications, and opportunities to attend industry-leading conferences.
• You will be part of an innovative and collaborative global team, working with cutting-edge technologies.
• Our client promotes a culture of recognition and rewards, celebrating individual and team achievements.
• Access to state-of-the-art remote work tools and technologies is provided.
• This is an opportunity to make a significant impact and advance your career in a supportive and forward-thinking organization located in the vibrant region of George .