Remote Technical Support Engineer - Enterprise Solutions

Placements24; Pretoria; Hybrid; ZAR 700,000 - 900,000; Full time

Benefits offered by this job

Competitive salary

Fully remote work

Health/dental/vision insurance

Retirement plan contributions

Professional development & training

Annual performance bonuses

Global collaborative team

Job summary

Placements24 is seeking a Remote Technical Support Engineer to join a globally distributed team. You will diagnose complex issues, work with development and product teams, and contribute to knowledge bases while supporting enterprise customers from anywhere.

The ideal candidate has 5+ years in technical support or related fields, strong scripting abilities, and hands-on experience with AWS/Azure/GCP, Docker, and Kubernetes.

Qualifications

• 5+ years in technical support, system administration, or software engineering for enterprise solutions.
• Proficient in diagnosing complex software issues across databases, networks, and OS.
• Experience with cloud platforms and automation scripting is highly desirable.

Responsibilities

• Provide advanced technical support for enterprise clients and complex software issues.
• Analyze logs, configurations, and environments to diagnose problems.
• Collaborate with developers and product managers to report bugs and improvements.
• Create and maintain technical docs, knowledge base, and troubleshooting guides.
• Manage support ticket queue and adhere to SLAs, including on-call rotations.
• Deliver remote technical training sessions for clients and teams.
• Analyze trends to identify systemic issues and preventive measures.
• Stay updated on product features and technologies; serve as escalation point.

Skills

Problem solving

Analytical thinking

Communication

Python scripting

Education

Bachelor's degree in Computer Science or related field

Tools

Docker

Kubernetes

AWS

Azure

GCP

Linux

Job description

About the Role

Our client, a leader in providing robust enterprise software solutions, is seeking a highly skilled Remote Technical Support Engineer to join their globally distributed team. This role is fully remote, allowing you to work from anywhere, but requires specialized technical expertise and a commitment to providing outstanding support to enterprise clients. You will be responsible for diagnosing and resolving complex technical issues, collaborating with development teams, and ensuring the optimal performance of our client's sophisticated software products. The ideal candidate possesses deep technical knowledge, excellent analytical skills, and a proactive approach to problem-solving. This is a prime opportunity for experienced engineers based anywhere to contribute to a cutting-edge technology firm, with a particular emphasis on supporting clients historically served by the Pretoria, Gauteng region.

Key Responsibilities

• Provide advanced technical support for enterprise-level clients, addressing complex software and system issues.
• Diagnose, troubleshoot, and resolve technical problems through analysis of logs, system configurations, and client environments.
• Collaborate closely with software developers and product managers to report bugs, suggest enhancements, and ensure timely resolution of issues.
• Develop and maintain in-depth technical documentation, including knowledge base articles, troubleshooting guides, and best practices.
• Manage and prioritize a queue of support tickets, ensuring adherence to service level agreements (SLAs).
• Participate in on-call rotations to provide 24/7 support for critical client issues.
• Conduct remote technical training sessions for clients and internal teams.
• Analyze trends in support requests to identify systemic issues and recommend preventive measures.
• Stay current with product updates, new features, and relevant technologies.
• Act as a technical point of escalation for complex customer inquiries.

Requirements

• Minimum of 5 years of experience in technical support, system administration, or software engineering, with a focus on enterprise solutions.
• Strong proficiency in troubleshooting complex software issues, including database, network, and operating system components.
• Experience with scripting languages (e.g., Python, Bash) for automation and analysis is highly desirable.
• Excellent analytical and problem-solving skills, with a methodical approach to diagnostics.
• Superb written and verbal communication skills, capable of articulating technical details to diverse audiences.
• Proven ability to work independently and manage time effectively in a remote work environment.
• Familiarity with cloud platforms (AWS, Azure, GCP) and containerization technologies (Docker, Kubernetes).
• Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent work experience.
• Experience supporting high-availability systems and mission-critical applications.
• Strong commitment to customer satisfaction and support excellence.

Benefits

• Highly competitive salary package.
• Fully remote work arrangement offering maximum flexibility.
• Comprehensive health, dental, and vision insurance coverage.
• Generous retirement savings plan contributions.
• Professional development opportunities, including certifications and training.
• Annual performance bonuses.
• A collaborative and innovative global team environment.