Remote Customer Support Engineer - Software Applications

Placements24; Polokwane; Hybrid; ZAR 420,000 - 660,000; Full time

Benefits offered by this job

Competitive salary

Health and dental insurance

Retirement savings plans

Generous home office setup allowance

Professional development opportunities

Job summary

Placements24 seeks an experienced Remote Customer Support Engineer to join a fully distributed technical support team. You will provide high-level technical assistance for complex software applications and diagnose issues to ensure client success, working collaboratively with product and engineering teams.

Ideal candidates have strong troubleshooting skills, excellent communication, and remote-work discipline.

Qualifications

• Proven experience as a Customer Support Engineer or similar role.
• In-depth software troubleshooting knowledge and methodologies.
• Strong Windows, Linux and macOS familiarity.
• Excellent written and verbal communication skills.
• Experience with remote support tools and collaboration platforms.
• Self-motivated and organized in a remote work setting.
• Bachelor's degree in CS/IT or equivalent experience.
• Experience with enterprise software, databases, or scripting is a plus.
• Ability to work independently within a distributed team.

Responsibilities

• Provide expert technical support for software applications via remote channels.
• Troubleshoot and resolve complex software issues, bugs, and integrations.
• Document issues and solutions in a knowledge base.
• Analyze usage patterns and advise on best practices.
• Collaborate with engineering to report defects and feature requests.
• Develop and deliver technical training or webinars.
• Manage support tickets and maintain SLA adherence.
• Contribute to process/tool improvements.
• Stay updated with product updates and new features.

Skills

Customer support engineer

Software troubleshooting

Remote work

Communication skills

Remote support tools

Collaboration platforms

Independent work in distributed teams

Bachelor's degree in CS/IT or related

Enterprise software experience

Education

Bachelor's degree in Computer Science / Information Technology

Tools

Remote support tools

Collaboration platforms

Job description

About the Role

Our client, a global leader in enterprise software solutions, is looking for an experienced Remote Customer Support Engineer to join their dynamic and fully distributed technical support team. In this role, you will provide high-level technical assistance and troubleshooting for our complex software applications, ensuring our clients can maximize their use of our products. This is a fully remote position, offering the flexibility to work from anywhere within the specified region. You will be a critical link between our clients and our product development teams, diagnosing issues, providing effective solutions, and contributing to the overall customer satisfaction. If you are a self-starter with a strong technical background and excellent remote collaboration skills, this is an ideal opportunity.

Key Responsibilities

• Provide expert technical support for our suite of software applications via remote channels (email, chat, phone, video conferencing).
• Troubleshoot, diagnose, and resolve complex software issues, bugs, and integration challenges.
• Document technical issues, solutions, and workarounds in a knowledge base.
• Analyze customer usage patterns and provide guidance on best practices for application utilization.
• Collaborate with engineering and product management teams to report and track software defects and feature requests.
• Develop and deliver technical training or webinars for clients and internal teams.
• Manage and prioritize support tickets, ensuring timely resolution within SLAs.
• Contribute to the improvement of support processes and tools.
• Stay up-to-date with product updates and new features to provide accurate support.

Requirements

• Proven experience as a Customer Support Engineer, Software Support Specialist, or similar technical role.
• In-depth understanding of software troubleshooting methodologies and tools.
• Strong knowledge of operating systems (Windows, Linux, macOS) and common software applications.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly.
• Experience with remote support tools and collaboration platforms.
• Self-motivated, organized, and able to manage time effectively in a remote work setting.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Experience with enterprise software, databases, or scripting languages is a plus.
• Ability to work independently and collaboratively within a distributed team.

Benefits

• competitive salary, performance bonuses
• comprehensive health and dental insurance
• retirement savings plans
• generous home office setup allowance
• support for ongoing professional development, including access to online courses and certifications

You will be part of a global, collaborative team that values innovation and continuous improvement. Join a company committed to providing excellent software solutions and fostering a positive remote work culture.