Remote Technical Support Engineer

Placements24; Mossel Bay; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Fully remote work setup

Health and wellness benefits

Professional development and training

Stock options or equity participation

Home office allowance

Job summary

Placements24 is seeking a Remote Technical Support Engineer to join a fully remote operations team. The role focuses on diagnosing and resolving complex issues for a diverse international client base, with emphasis on enterprise software, cloud technologies, and robust debugging skills.

The ideal candidate has 5–7 years of experience, strong scripting ability, and excellent communication for remote, distributed collaboration across time zones.

Qualifications

• Minimum 5-7 years in a technical support or engineering role focused on enterprise software.
• Experience diagnosing complex software, database and network issues.

Responsibilities

• Provide expert-level technical support for our enterprise software suite.
• Analyze system and application errors to identify root causes and implement solutions.
• Interact with clients via remote channels to resolve challenges.
• Maintain deep technical knowledge of product offerings and underlying technologies.
• Create and update technical docs, knowledge bases, and troubleshooting guides.
• Collaborate with development teams to report bugs and suggest enhancements.
• Manage client expectations and communicate technical information clearly.
• Participate in on-call rotation for incident response.
• Mentor junior staff in advanced troubleshooting techniques.
• Proactively identify potential issues and provide preventative solutions.

Skills

Enterprise software

AWS/Azure/GCP

Python

Shell scripting

Diagnostics & debugging

Communication

Remote work

Certifications ( MCSE / AWS )

Education

Bachelor's degree in CS/Engineering

Tools

Remote support tools

Job description

About the Role

Our client, a global leader in cloud-based enterprise software solutions, is seeking a highly skilled Remote Technical Support Engineer to join their fully remote operations team. This role is designed for experienced professionals who excel at diagnosing and resolving complex technical issues for a diverse international client base.

You will be instrumental in providing advanced support for our client's cutting-edge software products, ensuring optimal performance and client satisfaction. The ideal candidate possesses a deep understanding of enterprise software architecture, networking, and database technologies, coupled with exceptional problem-solving skills and a passion for customer advocacy.

This is a remote-first position, offering unparalleled flexibility and the opportunity to work from anywhere within South Africa. You will be part of a highly collaborative, globally distributed team, contributing to the success of a leading technology innovator.

Key Responsibilities

• Provide expert-level technical support and troubleshooting for complex issues related to our client's enterprise software suite.
• Analyze intricate system and application errors, identifying root causes and implementing effective solutions.
• Engage directly with clients via remote channels (phone, email, video conferencing, screen sharing) to resolve technical challenges.
• Develop and maintain in-depth technical knowledge of all product offerings and underlying technologies.
• Create and update comprehensive technical documentation, knowledge base articles, and troubleshooting guides.
• Collaborate with development and engineering teams to report bugs and suggest product enhancements.
• Manage client expectations and communicate technical information clearly and concisely to both technical and non-technical audiences.
• Participate in on-call rotation for critical incident response.
• Mentor junior support staff on advanced troubleshooting techniques.
• Proactively identify potential issues and provide solutions to prevent future occurrences.

Requirements

• A minimum of 5-7 years of experience in a technical support or engineering role, with a strong focus on enterprise software.
• Proven expertise in diagnosing and resolving complex software, database, and network issues.
• Deep understanding of cloud technologies (AWS, Azure, GCP) and SaaS environments.
• Experience with scripting languages (e.g., Python, Shell) for automation and troubleshooting.
• Excellent analytical, problem-solving, and debugging skills.
• Exceptional communication and interpersonal skills, with the ability to build rapport with international clients.
• Experience working in a fully remote, distributed team environment.
• Relevant certifications (e.g., MCSE, AWS Certified Solutions Architect) are highly desirable.
• Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
• Demonstrated ability to work independently and manage workload effectively.

Benefits

• Highly competitive salary package commensurate with experience.
• Fully remote work setup, offering significant lifestyle flexibility.
• Comprehensive health and wellness benefits.
• Generous opportunities for professional development, training, and certifications.
• Stock options or equity participation.
• Contribution to a leading-edge technology company.
• Allowance for home office setup and internet costs.
• Collaborative international team environment.