Remote SaaS Tech Support Engineer | Expert Troubleshooter

Placements24

Durban

Hybrid

ZAR 700,000 - 1,000,000

Full time

3 days ago

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Benefits offered by this job

Generous remote work stipend

Comprehensive medical, dental, and eye

Paid time off and holidays

Professional certifications and培训

Job summary

Placements24 in South Africa is seeking a Technical Support Engineer for a fully remote role. You will diagnose and resolve complex SaaS issues, guide customers via email, phone, chat, and remote sessions, and collaborate with engineering to improve products.

The ideal candidate has at least 4 years in tech support, strong troubleshooting skills, experience with cloud platforms (AWS/Azure/GCP), and familiarity with Zendesk or Jira Service Desk. Remote-friendly with onboarding in Durban possible.

Qualifications

4+ years in a technical support or similar engineering role, preferably within a SaaS environment.
Strong proficiency in troubleshooting software applications, databases, and network connectivity issues.
Experience with cloud platforms (AWS, Azure, GCP) and common SaaS architecture.
Excellent analytical and problem-solving skills.
superb written and verbal communication, with ability to explain technical concepts to non-technical users.
Experience with ticketing systems (Zendesk, Jira Service Desk) and remote support tools.
Experience with scripting languages (Python, Bash) is a plus.
Bachelor's degree in Computer Science, Engineering, or related technical field, or equivalent practical experience.
Ability to work independently and manage time effectively in a remote setting.
Must be legally authorized to work in South Africa.

Responsibilities

Diagnose and resolve complex technical issues reported by customers regarding our SaaS applications.
Provide clear and concise technical guidance to users through email, phone, chat, and remote sessions.
Document technical issues, resolutions, and workarounds in the knowledge base and ticketing system.
Collaborate with engineering and product teams to identify root causes and provide feedback for product improvements.
Develop and maintain technical documentation including troubleshooting guides and API documentation.
Assist in testing and implementation of new software releases and updates.
Manage customer expectations by providing timely updates on issue resolution progress.
Contribute to the development and maintenance of the customer support knowledge base.
Ensure high levels of customer satisfaction through expert technical support.
Participate in on-call rotations for 24/7 support as needed.