Remote Customer Support Engineer - Global Team

Placements24; Randburg; Hybrid; ZAR 420,000 - 780,000; Full time

Benefits offered by this job

Private medical insurance

Home office stipend

Stock options/bonuses

Flexible hours

Global team culture

Job summary

Placements24 is hiring a Remote Customer Support Engineer to join a globally distributed team. You will provide expert technical support for complex issues across time zones and ensure high customer satisfaction.

The role emphasizes self-management in a fully remote setting, collaboration with Product and Engineering, and ongoing documentation and process improvements.

Qualifications

• Experience in SaaS technical support or Tier 2/3 support.
• Excellent written and verbal communication for diverse audiences.
• Able to work remotely with strong self-management and discipline.
• Authorized to work remotely from South Africa.

Responsibilities

• Provide advanced technical support via phone, email, chat, and video.
• Diagnose and resolve software defects, escalate to engineering when needed.
• Develop and maintain technical docs, guides, and best practices.
• Collaborate with Product Management and Engineering to improve products.
• Participate in on-call rotation for 24/7 support as required.
• Mentor junior team members in solving complex problems.
• Identify trends and propose system enhancements.

Skills

Remote work

Troubleshooting

Customer service

Communication

Education

Bachelor's degree in Computer Science or IT

Tools

Zendesk

Salesforce Service Cloud

Python

SQL

Job description

About the Role

Our client is seeking an experienced and highly motivated Remote Customer Support Engineer to join their globally distributed team. This fully remote position is critical for providing exceptional technical assistance and ensuring seamless operation of our client's innovative products and services for a diverse international customer base. The ideal candidate will possess a deep understanding of technical troubleshooting, excellent communication skills suitable for remote interaction, and a proactive, problem-solving mindset. As a key member of the support function, you will be the primary point of contact for complex technical inquiries, delivering expert-level resolutions and guidance. This is a unique opportunity for career growth within a leading technology company that champions remote work, employee empowerment, and a collaborative, virtual work environment. The successful engineer will be instrumental in maintaining high levels of customer satisfaction and contributing significantly to product development feedback loops. We are looking for an individual who demonstrates initiative, possesses strong self-discipline for remote work, and thrives in an independent yet interconnected team setting. A passion for technology and a commitment to solving intricate technical challenges are essential for success in this role. Embrace the future of work with this exciting remote opportunity.

Key Responsibilities

• Provide advanced technical support and troubleshooting for complex customer issues via phone, email, chat, and video conferencing.
• Diagnose, replicate, and resolve software defects and system issues, escalating to engineering teams when necessary.
• Develop and maintain comprehensive technical documentation, including knowledge base articles, troubleshooting guides, and best practice recommendations.
• Collaborate closely with Product Management and Engineering teams to provide customer feedback and drive product improvements.
• Manage customer expectations effectively, ensuring timely communication and resolution throughout the support lifecycle.
• Mentor and assist junior support team members in resolving challenging technical problems.
• Identify trends in customer issues and proactively propose solutions or system enhancements.
• Participate in on-call rotation as required to provide 24/7 support coverage.
• Contribute to the continuous improvement of support processes and tools.

Requirements

• Proven experience as a Technical Support Engineer, Tier 2/3 Support, or similar role, preferably in a SaaS environment.
• Strong proficiency in troubleshooting complex software, hardware, and network issues.
• Excellent written and verbal communication skills, with the ability to clearly articulate technical information to both technical and non-technical audiences.
• Demonstrated experience working effectively in a fully remote setting with strong self-management skills.
• Proficiency with CRM systems, ticketing platforms (e.g., Zendesk, Salesforce Service Cloud), and remote support tools.
• Experience with scripting languages (e.g., Python, Bash) and/or database querying (SQL) is highly advantageous.
• Ability to work independently, manage priorities, and meet deadlines in a fast-paced environment.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• A genuine passion for technology and a commitment to exceptional customer service.
• Must be authorized to work remotely from South Africa.

Benefits

• Highly competitive annual salary package.
• Comprehensive private medical insurance.
• Generous stock options or performance bonuses.
• Fully remote work arrangement with a home office stipend.
• Opportunities for continuous learning, certifications, and conference attendance.
• A truly global and inclusive team culture.
• Flexible working hours to accommodate different time zones.
• Cutting-edge technology and tools to perform your role effectively.