Remote Lead Technical Support Engineer | Team Mentor

Placements24; George; Hybrid; ZAR 900,000 - 1,200,000; Full time

Benefits offered by this job

Health insurance

Remote work

Professional development

Paid time off

Conferences

Job summary

Placements24 is seeking a Lead Technical Support Engineer to head remote support operations for a global client base. You will mentor engineers, set strategies, and own escalations while collaborating with engineering and product teams.

This fully remote role offers autonomy and the possibility of occasional team syncs near George, SA. The ideal candidate has 7+ years in technical support, 2+ in leadership, strong communication, and deep knowledge of software, networks, and databases.

Qualifications

• Bachelor's degree in CS/IT or related field or equivalent practical experience.
• 7+ years in technical support or systems engineering.
• 2+ years in a leadership or supervisory role.
• Deep understanding of software architecture, networking, and database management.
• Excellent written and verbal communication skills.

Responsibilities

• Lead and manage a team of technical support engineers, providing guidance, mentorship, and performance management.
• Develop and implement strategies to enhance the efficiency and effectiveness of the technical support function.
• Oversee the resolution of complex technical issues reported by clients, ensuring timely and satisfactory outcomes.
• Act as a primary escalation point for critical technical problems, collaborating with engineering and product teams to find solutions.
• Create and maintain comprehensive technical documentation, knowledge base articles, and troubleshooting guides.
• Monitor support ticket trends, identify recurring issues, and propose preventative measures or product enhancements.
• Contribute to the continuous improvement of support processes, tools, and workflows.
• Stay abreast of the latest technological advancements and product updates to provide expert-level support.
• Foster a culture of technical excellence, customer-centricity, and continuous learning within the support team.

Skills

Leadership

Mentoring

Strategic thinking

Customer service focus

Communication

Education

Bachelor's degree in Computer Science / IT or related field

Tools

Zendesk

Jira Service Desk

Remote support tools

Job description

Placements24 is seeking a Lead Technical Support Engineer to head remote support operations for a global client base. You will mentor engineers, set strategies, and own escalations while collaborating with engineering and product teams.

This fully remote role offers autonomy and the possibility of occasional team syncs near George, SA. The ideal candidate has 7+ years in technical support, 2+ in leadership, strong communication, and deep knowledge of software, networks, and databases.