Remote Customer Support Engineer

Placements24; Vereeniging; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Competitive salary package

Professional growth & certifications

Remote-first work environment

Access to cutting-edge tools

Job summary

Placements24 is seeking a skilled Remote Customer Support Engineer to join a fully remote team. You will diagnose and resolve complex software and hardware issues, communicate technical concepts clearly, and contribute to improving support processes in a remote-first environment.

The role requires 5+ years in technical support, a relevant degree, and experience with CRM/ticketing tools like Salesforce Service Cloud and Zendesk. Strong communication and independent work ethic are essential.

Qualifications

• Bachelor's degree in Computer Science, Engineering, or related field or equivalent practical experience.
• Minimum of 5 years of experience in technical support or customer engineering, preferably remote.
• Experience with CRM systems and ticketing platforms (Salesforce Service Cloud, Zendesk).
• Strong written and verbal communication skills and ability to explain technical information clearly.
• Ability to work independently in a remote environment and manage multiple priorities.

Responsibilities

• Provide expert-level remote technical support via email, chat, and video conferencing.
• Diagnose and resolve complex software/hardware issues with in-depth analysis.
• Reproduce issues in test environments to identify root causes and solutions.
• Document issues and resolutions in the knowledge base.
• Collaborate with engineering, product, and QA to drive product improvements.

Skills

Remote support

Technical troubleshooting

CRM systems

Customer communication

Cross-functional collaboration

Education

Bachelor's degree in Computer Science or related field

Tools

Salesforce Service Cloud

Zendesk

Job description

About the Role

Our client is seeking a highly skilled and motivated Remote Customer Support Engineer to join their fully remote team. This is a critical role focused on providing advanced technical support and resolution for complex customer issues related to our proprietary software and hardware solutions. The ideal candidate will possess a strong blend of technical expertise, analytical problem-solving abilities, and exceptional customer service skills. You will be instrumental in ensuring customer satisfaction by diagnosing intricate problems, offering effective solutions, and communicating technical information clearly to users with varying levels of technical understanding. This position offers the unique opportunity to work from anywhere within the designated remote framework, contributing to a globally distributed, high-performing support organization. We are looking for an independent, proactive, and dedicated individual who excels in a remote-first environment.

Key Responsibilities

• Provide expert-level technical support to customers via remote channels, including email, chat, and video conferencing.
• Diagnose, troubleshoot, and resolve complex software and hardware issues, often requiring in-depth analysis.
• Reproduce customer issues in a test environment to identify root causes and develop effective solutions.
• Document technical issues, resolutions, and troubleshooting steps meticulously in the knowledge base.
• Collaborate closely with engineering, product management, and quality assurance teams to provide customer feedback and drive product improvements.
• Develop and deliver technical training materials and documentation for both customers and internal support teams.
• Manage and prioritize multiple high-priority support tickets simultaneously.
• Contribute to the continuous improvement of support processes and tools for a remote-first operation.
• Mentor junior support engineers and share technical knowledge within the team.
• Maintain a high level of customer satisfaction through timely, accurate, and empathetic support.

Requirements

• Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in technical support, customer engineering, or a similar advanced support role, preferably in a remote setting.
• Deep understanding of (mention specific technologies, e.g., cloud computing, networking protocols, database management, specific programming languages).
• Proficiency in diagnosing and resolving complex technical issues across various platforms and environments.
• Excellent written and verbal communication skills, with the ability to articulate technical concepts effectively.
• Demonstrated ability to work independently, manage time efficiently, and maintain productivity in a remote work environment.
• Experience with CRM systems, ticketing platforms (e.g., Salesforce Service Cloud, Zendesk), and remote access tools.
• Strong analytical and problem-solving skills.
• Ability to handle high-pressure situations and complex customer escalations.
• A customer-centric mindset with a passion for delivering exceptional technical service.

Benefits

• This role offers a highly competitive salary package and a comprehensive benefits program, including robust medical, dental, and vision insurance, as well as retirement savings plans with company matching.
• We are committed to your professional growth, providing ample opportunities for advanced training, certifications, and skill development.
• As a fully remote position, you benefit from the flexibility and autonomy to work from your preferred location.
• Our client fosters a collaborative and inclusive culture, offering access to cutting-edge tools and technologies.
• Standard paid time off and holidays are provided, ensuring a healthy work-life balance.