Remote Technical Support Engineer

Placements24

East London

Hybrid

ZAR 600,000 - 900,000

Full time

3 days ago

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Benefits offered by this job

Bonus structure

Fully remote work

Health, dental, vision coverage

Paid vacation

Job summary

Placements24 is seeking a Remote Technical Support Engineer to join a globally distributed team. You will provide expert-level technical assistance, diagnose complex issues, and deliver ongoing support for customers in a fully remote setup.

The role emphasizes technical excellence, customer advocacy, and continuous learning as you work with cutting-edge technology and a diverse client base from anywhere in the world.

Qualifications

Minimum 5 years of experience in technical support.
Deep understanding of software, hardware, networking, and system architecture.
Proficiency with remote support tools, ticketing systems, and diagnostic software.
Relevant technical certifications are highly desirable.

Responsibilities

Provide advanced technical support and troubleshooting for complex product-related issues via phone, email, and remote sessions.
Analyze and diagnose technical problems, identifying root causes and implementing effective resolutions.
Develop and maintain comprehensive technical documentation, knowledge base articles, and troubleshooting guides.
Collaborate with product development and engineering teams to report bugs, suggest improvements, and ensure timely fixes.
Manage and prioritize support tickets, ensuring timely resolution and clear communication with customers.
Conduct training sessions or webinars for customers on product features and best practices.

Skills

Technical support experience

Networking

System architecture

Remote support tools

Ticketing systems

Diagnostics software

Tools

Remote support tools

Ticketing systems

Diagnostic software

Job description

About the Role

Our client is seeking a highly skilled and experienced Remote Technical Support Engineer to join their globally distributed team. This role is essential for providing expert-level technical assistance to customers, resolving complex technical challenges, and ensuring the optimal performance of our client's products and services. You will be the forefront of technical problem-solving, working closely with customers to diagnose issues, implement solutions, and provide ongoing support. This is an exceptional opportunity for a seasoned technical professional to thrive in a fully remote work environment, contributing to a company culture that values technical excellence, customer advocacy, and continuous learning, supporting clients from wherever they are.

Key Responsibilities

Provide advanced technical support and troubleshooting for complex product-related issues via phone, email, and remote sessions.
Analyze and diagnose technical problems, identifying root causes and implementing effective resolutions.
Develop and maintain comprehensive technical documentation, knowledge base articles, and troubleshooting guides.
Collaborate with product development and engineering teams to report bugs, suggest improvements, and ensure timely fixes.
Manage and prioritize support tickets, ensuring timely resolution and clear communication with customers.
Conduct training sessions or webinars for customers on product features and best practices.

Requirements

Minimum 5 years of experience in technical support , preferable as a support engineer.
Deep understanding of software, hardware, networking, and system architecture.
Proven ability to troubleshoot and resolve complex technical problems independently.
Excellent communication and interpersonal skills, with the ability to articulate technical information clearly to diverse audiences remotely.
Proficiency with remote support tools , ticketing systems, and diagnostic software.
Relevant technical certifications are highly desirable.

Benefits