Remote Customer Support Engineer

Placements24; Gqeberha; Hybrid; ZAR 420,000 - 700,000; Full time

Benefits offered by this job

Performance bonuses

Fully remote

Health insurance

Stock options

Professional development

High-performance hardware

Flexible hours

Collaborative remote culture

Job summary

Placements24 is seeking a Remote Customer Support Engineer to join a fully remote team. You will provide advanced technical assistance, troubleshoot complex issues, and collaborate with engineering to address bugs and feature requests.

Your role requires strong communication, a proactive mindset, and the ability to work independently in a distributed environment. A home office with reliable internet is essential, and the position offers flexibility and professional growth.

Qualifications

• 5+ years in technical/support or related role, preferably remote.
• Strong problem-solving and communication skills for diverse audiences.
• Experience with remote support tools and ticketing systems.

Responsibilities

• Provide high-level technical support for complex customer issues via remote channels.
• Diagnose and resolve software, hardware, and network problems across platforms.
• Analyze tickets to identify root causes and implement solutions.
• Develop and maintain knowledge base and troubleshooting guides.
• Collaborate with engineering/product teams on bugs and feature requests.
• Conduct remote training sessions for customers on product usage.

Skills

Cloud SaaS

Education

Bachelor's degree in CS/Engineering or related field

Tools

Jira Service Management

Zendesk

CRM software

Job description

About the Role

Our client is seeking a highly skilled and experienced Remote Customer Support Engineer to join their fully remote team. This role is essential for providing advanced technical assistance and resolving complex issues for a global customer base. You will be a critical link between our customers and our product development teams, ensuring satisfaction and driving continuous improvement. The ideal candidate is a proactive problem-solver with a deep technical aptitude and a passion for helping others succeed. As a fully remote position, this role offers unparalleled flexibility and the opportunity to work from anywhere, connecting with a distributed team of dedicated professionals. We are committed to building a diverse and inclusive remote workforce where talent is recognized and rewarded, making this a premier opportunity for career growth in the tech support sector. Key Responsibilities

Key Responsibilities

• Provide high-level technical support and troubleshooting for complex customer issues via remote channels (phone, email, video conferencing, chat).
• Diagnose, troubleshoot, and resolve software and hardware problems across various platforms.
• Analyze support tickets, identify root causes, and implement effective solutions.
• Develop and maintain comprehensive technical documentation, including knowledge base articles, troubleshooting guides, and best practices.
• Collaborate closely with engineering, product management, and other teams to address bugs, feature requests, and customer feedback.
• Conduct remote training sessions for customers on product usage and advanced features.
• Monitor system performance and proactively identify potential issues before they impact customers.
• Manage customer expectations and ensure timely, high-quality resolutions.
• Contribute to the continuous improvement of support processes and tools.

Requirements

• Minimum of 5 years of experience in technical support, customer support engineering, or a related technical role, preferably in a remote setting.
• Strong expertise in troubleshooting complex technical issues, including software, hardware, and network problems.
• Proficiency with cloud-based platforms and SaaS environments is highly desirable.
• Excellent written and verbal communication skills, with the ability to articulate technical information clearly to diverse audiences.
• Experience with remote support tools, ticketing systems (e.g., Jira Service Management, Zendesk), and CRM software.
• Ability to work independently, manage time effectively, and prioritize tasks in a remote work environment.
• A dedicated home office setup with a stable, high-speed internet connection is mandatory.
• Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.
• Customer-centric mindset with a passion for problem-solving and delivering exceptional support.

Benefits

• Highly competitive salary with performance-based bonuses.
• Full remote work arrangement, offering significant flexibility and work-life balance.
• Comprehensive health, dental, and vision insurance coverage.
• Generous stock options or equity participation.
• Opportunities for significant professional development and advanced technical training.
• Company-provided high-performance computing equipment.
• Flexible working hours, adhering to global support needs.
• A supportive, collaborative, and results-driven remote team culture.