Remote Technical Support Engineer

Placements24; Bloemfontein; Hybrid; ZAR 600,000 - 800,000; Full time

Benefits offered by this job

Competitive salary

Fully remote

Health insurance

Home office allowance

Remote training opportunities

Job summary

Placements24 in South Africa seeks an experienced Remote Technical Support Engineer to provide advanced remote assistance for complex systems, diagnose issues, and implement solutions from a home office or Welkom area.

You will collaborate with engineering, create thorough documentation, train customers remotely, and help improve product reliability while delivering exceptional service.

Qualifications

• Bachelor's degree or equivalent practical experience in CS/Engineering.
• Minimum 5 years in technical support or engineering with focus on complex system troubleshooting.
• Proficiency in programming/scripting languages and experience with networking protocols.

Responsibilities

• Provide expert-level remote technical support for intricate product and system issues.
• Analyze customer-reported problems, perform root cause analysis, and implement solutions.
• Collaborate with engineering and product teams to report bugs and suggest improvements.
• Develop and maintain technical documentation, knowledge bases, and troubleshooting guides.
• Conduct remote training sessions for customers on product usage and advanced features.

Skills

Technical support

Engineering

Programming

Networking

Education

Bachelor's degree in Computer Science or related field

Job description

About the Role

Our client is looking for an adept Remote Technical Support Engineer to provide advanced technical assistance to their clientele from a virtual setting. This role focuses on resolving complex technical issues related to our products and services, ensuring customer satisfaction and operational efficiency. You will leverage your deep technical knowledge to troubleshoot, diagnose, and implement solutions remotely, working closely with customers to understand their challenges. As a key member of the support team, you will contribute to enhancing customer experience and product reliability, making this an exciting opportunity for an experienced engineer who thrives on solving intricate technical problems from their home office in or serving the Welkom area.

Key Responsibilities

• Provide expert-level remote technical support for intricate product and system issues.
• Analyze customer-reported problems, perform root cause analysis, and implement effective solutions.
• Collaborate with engineering and product teams to report bugs and suggest product improvements.
• Develop and maintain comprehensive technical documentation, knowledge base articles, and troubleshooting guides.
• Conduct remote training sessions for customers on product usage and advanced features.

Requirements

• Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in technical support or engineering, with a focus on complex system troubleshooting.
• Proficiency in one or more programming/scripting languages and experience with networking protocols.
• Excellent analytical, problem-solving, and communication skills.
• Demonstrated ability to manage multiple complex issues simultaneously in a remote environment.

Benefits

• Highly competitive salary and performance-based incentives.
• Fully remote work arrangement, providing significant flexibility.
• Comprehensive health, dental, and vision insurance plans.
• Generous allowance for home office setup and professional development.
• Engaging team environment with opportunities for leadership and innovation.