Remote Senior Enterprise Tech Support Lead
Placements24
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Benefits offered by this job
Job summary
Placements24 is seeking a Senior Technical Support Analyst for a fully remote role across South Africa. You will provide expert-level support for complex enterprise software, act as the escalation point for critical incidents, and diagnose issues to ensure maximum uptime for a global client base.
The ideal candidate has 5–7 years of advanced technical support experience, a technical degree, strong troubleshooting, and excellent communication.
Qualifications
- Bachelor's degree in a technical field.
- 5–7 years of advanced technical support or systems engineering experience.
- Proven expertise in troubleshooting complex enterprise software and systems.
- Strong communication and collaboration skills.
Responsibilities
- Provide expert-level troubleshooting for complex technical issues.
- Serve as primary technical escalation point for critical incidents.
- Analyze logs and performance data to diagnose root causes.
- Develop and maintain documentation for solutions and workarounds.
- Collaborate with development, QA, and product teams on defects.
- Mentor junior staff and share best practices.
- Conduct RCA for major incidents and implement fixes.
- Improve support processes and tools.
- Handle multiple high-priority cases in a fast-paced environment.
- Engage with enterprise clients to provide guidance and support.
Skills
Education
Job description
Placements24 is seeking a Senior Technical Support Analyst for a fully remote role across South Africa. You will provide expert-level support for complex enterprise software, act as the escalation point for critical incidents, and diagnose issues to ensure maximum uptime for a global client base.
The ideal candidate has 5–7 years of advanced technical support experience, a technical degree, strong troubleshooting, and excellent communication.
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