Remote SaaS Support Engineer – Advanced Troubleshooting

Placements24; Bloemfontein; Hybrid; ZAR 320,000 - 460,000; Full time

Benefits offered by this job

Remote work

Health insurance

Professional development

Paid time off

Job summary

Placements24 is seeking a remote Virtual Technical Support Specialist to help customers with our SaaS products. You will diagnose issues, guide users through resolutions, and document outcomes to improve support quality.

The ideal candidate has strong technical skills, experience with cloud/web technologies, and excellent communication. This fully remote role offers flexible work and opportunities for professional growth.

Qualifications

• Experience in technical support for SaaS products.
• Strong knowledge of web technologies and APIs.
• Excellent written and verbal communication.
• Ability to work remotely and manage time efficiently.

Responsibilities

• Provide expert-level technical support to customers using our SaaS applications via phone, email, and ticketing systems.
• Diagnose, troubleshoot, and resolve complex technical issues related to software functionality, integration, and performance.
• Document all customer interactions, technical issues, and resolutions comprehensively in the support ticketing system.
• Collaborate with engineering and product teams to identify root causes of issues and provide feedback for product improvements.
• Develop and maintain technical documentation, FAQs, and knowledge base articles to empower users and support staff.
• Guide users through software configurations, updates, and best practices for optimal usage.
• Assist in training new support team members on technical procedures and product knowledge.
• Stay current with product updates, new features, and industry trends in SaaS technology.
• Manage assigned tickets, ensuring timely follow-up and resolution within defined service level agreements.

Skills

Technical aptitude

Problem-solving

Communication skills

Remote work discipline

Education

Bachelor's degree in Computer Science or related field

Tools

Zendesk

Salesforce Service Cloud

Job description

Placements24 is seeking a remote Virtual Technical Support Specialist to help customers with our SaaS products. You will diagnose issues, guide users through resolutions, and document outcomes to improve support quality.

The ideal candidate has strong technical skills, experience with cloud/web technologies, and excellent communication. This fully remote role offers flexible work and opportunities for professional growth.