Remote Customer Support Engineer

Placements24; Mbombela (Nelspruit); Hybrid; ZAR 300,000 - 420,000; Full time

Benefits offered by this job

Health, dental and vision insurance

Home office stipend and technology

Flexible working hours

Unlimited paid time off

Remote conference attendance

Job summary

Placements24 is seeking a Remote Customer Support Engineer to join a distributed team. In this fully remote role, you will provide advanced technical support and troubleshooting for our software solutions to a global customer base, acting as a liaison between customers and product teams from your home office.

You will collaborate with engineering, document solutions, and contribute to innovations while enjoying flexible hours, home office stipend, and growth opportunities.

Qualifications

• Bachelor's degree in CS/Engineering or equivalent experience.
• Proven experience in technical/support engineering, preferably SaaS.
• Strong understanding of software architecture, databases and cloud technologies.
• Excellent written and verbal communication skills for remote interaction.
• Ability to work independently in a remote-first setting.

Responsibilities

• Provide expert technical support and troubleshooting for complex software issues via remote channels.
• Diagnose and resolve technical problems with minimal customer downtime.
• Reproduce customer issues in a test environment to identify root causes.
• Document technical solutions, workarounds, and best practices in a knowledge base.
• Collaborate with engineering and product teams to report bugs and suggest product improvements.
• Contribute to customer success by providing timely and accurate technical guidance.

Skills

Troubleshooting

Remote communication

SaaS knowledge

Analytical thinking

Independent work

Education

Bachelor's degree in Computer Science or Engineering, or equivalent

Job description

About the Role

Our client is seeking a highly skilled and motivated Remote Customer Support Engineer to join their distributed team. In this fully remote role, you will provide advanced technical support and troubleshooting for our complex software solutions to a global customer base. You will leverage your deep technical knowledge and problem-solving abilities to resolve challenging customer issues, acting as a critical liaison between customers and our product development teams, all while working from your home office and contributing to a culture of innovation and remote collaboration.

Key Responsibilities

• Provide expert technical support and troubleshooting for complex software issues via remote channels.
• Diagnose and resolve challenging technical problems, ensuring minimal customer downtime.
• Reproduce customer issues in a test environment to identify root causes.
• Document technical solutions, workarounds, and best practices in a comprehensive knowledge base.
• Collaborate closely with engineering and product teams to report bugs and suggest product improvements.
• Contribute to customer success by providing timely and accurate technical guidance.

Requirements

• Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent experience.
• Proven experience in a technical support or customer support engineering role, preferably in a SaaS environment.
• Strong understanding of software architecture, databases, and cloud technologies.
• Excellent analytical and problem-solving skills.
• Exceptional written and verbal communication skills for remote interaction.
• Ability to work independently and manage workload effectively in a remote-first setting.

Benefits

• Highly competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• Generous home office stipend and technology allowance.
• Flexible working hours and unlimited paid time off.
• Opportunities for remote professional development and conference attendance.