Remote SaaS Support Engineer

Placements24; Upington; Remote; ZAR 300,000 - 420,000; Full time

Benefits offered by this job

Private medical insurance

Paid time off

Company laptop

Training and development

Remote-first culture

Bonuses

Job summary

Placements24 is seeking a Remote Customer Support Specialist for our SaaS products. This fully remote role serves clients across South Africa, delivering technical assistance, clear explanations, and proactive problem solving to maximize user experience.

You will answer via email, chat, and phone, diagnose SaaS issues, guide setup and integrations, document steps in the CRM, escalate complex problems, and contribute to a growing knowledge base while meeting SLAs.

Qualifications

• 3+ years in technical customer support for SaaS
• Strong knowledge of web apps, APIs and integrations
• Excellent written and verbal communication
• Experience with Salesforce, HubSpot, Zendesk or Intercom
• Ability to work independently in a remote-first environment
• Proven problem-solving and troubleshooting
• Bachelor's degree in CS/IT or related field, or equivalent
• Experience with ticketing systems and remote support tools
• Customer-centric attitude and passion for service
• Authorized to work remotely within South Africa (Benoni, Gauteng region)

Responsibilities

• Provide technical support to customers via email, chat, and phone for the SaaS platform
• Diagnose and resolve issues related to software functionality, integration and performance
• Guide users through setup, configuration, and best practices for the SaaS product
• Document interactions in the CRM and ticketing systems
• Escalate complex issues to engineering/product teams with detailed information
• Contribute to knowledge base, FAQs, and tutorials
• Gather feedback to identify trends and suggest product improvements
• Meet and strive to exceed SLAs for response and resolution times
• Identify preventative solutions to common issues
• Maintain high customer satisfaction through professional and empathetic support

Job description

Placements24 is seeking a Remote Customer Support Specialist for our SaaS products. This fully remote role serves clients across South Africa, delivering technical assistance, clear explanations, and proactive problem solving to maximize user experience.

You will answer via email, chat, and phone, diagnose SaaS issues, guide setup and integrations, document steps in the CRM, escalate complex problems, and contribute to a growing knowledge base while meeting SLAs.