Remote Senior Technical Support Engineer - SaaS

Placements24; Stellenbosch; Hybrid; ZAR 600,000 - 1,000,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off

Learning opportunities

Home office stipend

Remote-first culture

Job summary

Placements24 is seeking a highly skilled Technical Support Engineer to join a fully remote engineering team. You will diagnose and resolve advanced software issues for a global client base, collaborate with developers and product teams, and contribute to knowledge resources.

Ideal candidates have strong problem-solving abilities, experience with Windows/Linux, SQL, and scripting languages, and comfort working in a remote, fast-paced environment.

Qualifications

• Bachelor's degree or equivalent experience in CS/Engineering or related field.
• 5+ years in technical support or related roles handling complex software.
• Strong OS (Windows/Linux), networking, and SQL knowledge.

Responsibilities

• Provide Tier 2 and Tier 3 technical support for our client's software products to enterprise customers.
• Diagnose, troubleshoot, and resolve complex software defects and system issues reported by customers.
• Replicate customer environments and issues to aid in debugging and problem-solving.
• Collaborate closely with development, QA, and product management teams to identify root causes and implement solutions.
• Develop and maintain technical documentation, including knowledge base articles, FAQs, and troubleshooting guides.
• Contribute to product improvement by providing detailed feedback on bugs and customer pain points.
• Participate in on-call rotation to provide 24/7 support as needed.
• Mentor and provide guidance to junior support staff on technical matters.
• Manage customer expectations and provide timely updates on issue resolution status.

Skills

Windows & Linux

Networking basics

SQL databases

Python/JS/Java

Problem solving

Cloud platforms

Remote collaboration

Education

Bachelor's degree in CS/Engineering or related field

Job description

Placements24 is seeking a highly skilled Technical Support Engineer to join a fully remote engineering team. You will diagnose and resolve advanced software issues for a global client base, collaborate with developers and product teams, and contribute to knowledge resources.

Ideal candidates have strong problem-solving abilities, experience with Windows/Linux, SQL, and scripting languages, and comfort working in a remote, fast-paced environment.