Remote Customer Support Specialist (Tier 2)

Placements24; Klerksdorp; Hybrid; ZAR 312,000 - 469,000; Full time

Benefits offered by this job

Private medical insurance

Retirement savings plan

Annual performance bonuses

Company laptop

Home office stipend

Virtual conferences

Job summary

Placements24 is seeking a skilled Remote Customer Support Specialist (Tier 2) to join a rapidly growing software company. The role focuses on advanced troubleshooting for enterprise clients, serving as a critical escalation point and ensuring system stability while working fully remotely from South Africa.

You'll diagnose complex software, network, and OS issues, document solutions, collaborate with product and engineering teams, and contribute to improved support processes.

Qualifications

• Proven experience in a Tier 2 or advanced technical support role.
• In-depth knowledge of troubleshooting methodologies and tools.
• Strong understanding of Windows Server, Linux, SQL, and network protocols.
• Excellent analytical and communication skills.

Responsibilities

• Provide Tier 2 technical support for complex software issues escalated from Tier 1.
• Diagnose, troubleshoot and resolve advanced software, system, and network problems for enterprise clients.
• Analyze logs and errors to identify root causes and verify fixes.
• Communicate solutions and workarounds clearly to clients and internal teams.
• Reproduce customer issues in a test environment to identify defects.
• Document solutions and best practices for complex issues.
• Collaborate with development, engineering, and QA to report defects.
• Manage client expectations and provide regular updates on investigations.
• Contribute to improving support processes and tools.
• Maintain product expertise and stay updated with software updates.

Skills

Tier 2 support

Windows/Linux

SQL databases

Remote support tools

ServiceNow/Jira

Analytical thinking

Communication skills

Education

Bachelor's degree in CS/IT or related

Tools

ServiceNow

Jira

Diagnostic software

Job description

About the Role

Our client, a rapidly growing software company specializing in enterprise solutions, is seeking a skilled and experienced Remote Customer Support Specialist (Tier 2) to join their fully remote support team. This role requires advanced troubleshooting capabilities to resolve complex technical issues reported by our enterprise clients. You will be a critical escalation point, providing in-depth technical assistance and ensuring client satisfaction and system stability. As a remote-first organization, we are committed to fostering a collaborative, efficient, and supportive virtual work environment. If you possess a deep understanding of software systems and thrive on solving challenging technical problems from home, this is the perfect opportunity for you. You will be empowered to analyze intricate issues and provide expert solutions, directly impacting our clients' ability to leverage our software effectively.

Key Responsibilities

• Provide Tier 2 technical support for complex software issues escalated from Tier 1 support.
• Diagnose, troubleshoot, and resolve advanced software, system, and network-related problems for enterprise clients.
• Analyze logs, error messages, and system behavior to identify root causes of issues.
• Communicate technical solutions and workarounds clearly to clients and internal teams.
• Reproduce customer issues in a test environment to identify defects and verify fixes.
• Document technical solutions, knowledge base articles, and best practices for complex issues.
• Collaborate with product development, engineering, and quality assurance teams to report and resolve software defects.
• Manage client expectations and provide regular updates on the status of complex investigations.
• Contribute to improving support processes and tools to enhance efficiency and client satisfaction.
• Maintain a high level of product expertise and stay current with software updates and features.

Requirements

• Proven experience in a Tier 2 or advanced technical support role, preferably supporting enterprise software.
• In-depth knowledge of software troubleshooting methodologies and tools.
• Strong understanding of operating systems (Windows Server, Linux), databases (SQL), and network protocols.
• Excellent analytical, problem-solving, and critical thinking skills.
• Exceptional written and verbal communication skills, with the ability to explain complex technical issues effectively.
• Proficiency with remote support tools, ticketing systems (e.g., ServiceNow, Jira), and diagnostic software.
• Ability to work independently and manage time effectively in a fully remote setting.
• Experience in SaaS environments is highly desirable.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• A proactive approach to learning and staying updated with technology trends.

Benefits

Our client offers a competitive salary and a comprehensive benefits package designed for remote employees, including private medical insurance, a generous retirement savings plan, and annual performance bonuses. We provide a company-issued laptop and a stipend to cover home office and internet expenses. Opportunities for professional growth are extensive, with access to advanced technical training, certifications, and virtual conferences. You'll be part of a global, innovative company culture that prioritizes work-life balance and offers a truly flexible and rewarding career path, working entirely remotely from your location in South Africa.