Remote Customer Support Engineer

Placements24; Rustenburg; Hybrid; ZAR 420,000 - 540,000; Full time

Benefits offered by this job

Medical aid

Retirement fund contributions

Home office stipend

Continuous learning opportunities

Remote work flexibility

Job summary

Placements24 is seeking a Remote Customer Support Engineer to join a global software team. You will diagnose and resolve technical issues, guide customers through troubleshooting, and contribute to knowledge base improvements while working from home across South Africa.

You will collaborate with engineering and product teams, manage customer expectations, document interactions, and stay current with software updates. A strong remote-work setup and 3+ years in technical support are required.

Qualifications

• 3+ years of experience in technical or customer support roles, with remote work.
• Strong troubleshooting and problem-solving skills for software products.
• Excellent written and verbal communication for technical and non-technical audiences.

Responsibilities

• Provide advanced technical support for software products via remote channels (email, chat, video).
• Analyze and diagnose complex technical issues, including bugs, configuration errors, and performance problems.
• Document solutions, create knowledge base articles, and report recurring issues and feedback.
• Collaborate with engineering and product teams to resolve escalated issues and advocate for customers.
• Maintain clear communication and manage customer expectations throughout the support process.
• Guide customers through installations, upgrades, and integrations remotely.
• Record interactions and resolutions in the ticketing system.
• Participate in team meetings and ongoing training.

Skills

Remote work proficiency

Technical support expertise

Excellent communication

Analytical thinking

Tools

Zendesk

Jira Service Desk

Slack

Microsoft Teams

Job description

About the Role

Our client, a global leader in software development, is actively seeking a highly skilled and motivated Remote Customer Support Engineer to join their fully remote team. This pivotal role is designed for individuals who thrive in a virtual environment and are passionate about providing exceptional technical assistance to a worldwide customer base. As a Remote Customer Support Engineer, you will be the frontline of support, diagnosing complex technical issues, guiding users through troubleshooting processes, and ensuring the smooth operation of our client's cutting-edge software solutions. This position offers the flexibility of working from anywhere within South Africa, with a strong emphasis on self-discipline, excellent communication, and a proactive approach to problem-solving. You will be an integral part of a distributed team committed to delivering outstanding customer outcomes.

Key Responsibilities

• Provide advanced technical support and troubleshooting for our client's software products via remote channels (email, chat, video conferencing).
• Analyze and diagnose complex technical issues, including software bugs, configuration errors, and performance problems.
• Document technical solutions, create knowledge base articles, and contribute to product improvement by reporting recurring issues and customer feedback.
• Collaborate with engineering and product development teams to resolve escalated customer issues and advocate for customer needs.
• Manage customer expectations and provide clear, concise communication throughout the support process.
• Guide customers through software installations, upgrades, and integrations remotely.
• Maintain detailed records of support interactions, resolutions, and customer feedback in the ticketing system.
• Participate in regular team meetings and training sessions conducted virtually to stay updated on product knowledge and support procedures.

Requirements

• Minimum of 3 years of experience in a technical support, customer support engineering, or similar role, with a strong emphasis on remote work.
• Deep understanding of software troubleshooting methodologies and common technical issues.
• Excellent written and verbal communication skills, with the ability to articulate technical information to both technical and non-technical audiences.
• Proficiency with remote support tools, ticketing systems (e.g., Zendesk, Jira Service Desk), and collaborative platforms (e.g., Slack, Microsoft Teams).
• Strong analytical and problem-solving skills, with a proven ability to resolve complex technical challenges independently.
• Self-motivated and disciplined with the ability to manage time effectively and work autonomously in a remote setting.
• Experience with scripting languages or database querying is a significant advantage.
• Stable internet connection and a dedicated home office setup conducive to remote work.

Benefits

This fully remote position offers unparalleled flexibility, allowing you to work from anywhere in South Africa. Our client provides a highly competitive salary, performance bonuses, and a comprehensive benefits package, including medical aid and retirement fund contributions. You will also receive a technology stipend for your home office setup and access to continuous learning and development opportunities to enhance your technical expertise. Join a forward-thinking company that champions remote work and offers a supportive, collaborative virtual culture.