Remote Technical Support Engineer - Flexible Hours

Placements24; South Africa; Hybrid; ZAR 400,000 - 600,000; Full time

Benefits offered by this job

Private medical insurance

Laptop provided

Certification funding

Job summary

Placements24 is seeking a Remote Technical Support Engineer (Tier 2) to provide expert-level support for enterprise software and related infrastructure in a remote-first setup across South Africa. The role handles escalated issues, documents solutions, and works closely with development and product teams.

Ideal candidates have 4+ years in technical support, strong OS and networking knowledge, and experience with Jira Service Desk and Zendesk.

Qualifications

• Minimum 4 years in technical support, Tier 2+ preferred.
• Strong OS, networking and database knowledge.
• Troubleshoot complex software installations, configurations, and performance issues.
• Excellent written and verbal communication for diverse audiences.
• Able to work independently in a remote-first environment.
• Experience with Jira Service Desk and Zendesk.
• Bachelor's degree in CS/IT or related field, or equivalent experience.
• Certifications such as CompTIA A+/Network+ or MSCP are a plus.
• Eligible to work remotely from SA locations including Rustenburg.

Responsibilities

• Investigate, diagnose, and resolve complex issues escalated from Tier 1.
• Provide expert support for company software applications and related infrastructure.
• Analyze logs and performance data to identify root causes.
• Document technical solutions and workarounds clearly.
• Collaborate with development, QA and product teams for feedback.
• Create and maintain knowledge bases and troubleshooting guides.
• Conduct remote training sessions for customers on product features.
• Monitor system performance and proactively identify issues.
• Manage multiple support tickets and meet SLAs.
• Participate in on-call rotation for incident response.

Skills

4+ years experience

Operating systems (Windows, macOS, LIn

Networking concepts

Databases

Troubleshooting complex software

Exceptional communication

Remote work autonomy

Ticketing systems (Jira Service Desk,

Zendesk

Bachelor's degree in CS/IT or related

Certifications like CompTIA A+/Network

Education

Bachelor's degree in Computer Science, IT or related field

Tools

Jira Service Desk

Zendesk

Job description

Remote Technical Support Engineer - Tier 2

About the Role Our client, a rapidly expanding software development firm specializing in enterprise solutions, is seeking a highly motivated and experienced Remote Technical Support Engineer (Tier 2) to join their established remote-first operations. This critical role involves providing in-depth technical assistance to our client's B2B customer base, resolving complex software and hardware issues, and contributing to the stability and performance of their cutting-edge products. As a Tier 2 engineer, you will tackle escalated issues from Tier 1 support, acting as a key problem-solver and liaison between customers and our client's development teams. This is a fantastic opportunity to advance your career in a fully remote setting, working with a collaborative team that values innovation and customer success. You will be empowered to leverage your technical expertise to ensure our client's customers receive world-class support, regardless of their location. This position is based out of Rustenburg, North West, ZA, however, it is a fully remote position.

• Investigate, diagnose, and resolve complex technical issues reported by customers, escalating from Tier 1 support.
• Provide expert-level technical support for the company's software applications and related infrastructure.
• Analyze system logs, error reports, and performance data to identify root causes of problems.
• Develop and document clear, concise technical solutions and workarounds for customer issues.
• Collaborate closely with the development, QA, and product management teams to relay customer feedback and identify product improvement opportunities.
• Create and maintain technical documentation, knowledge base articles, and troubleshooting guides for both internal use and customer self-service.
• Conduct remote training sessions for customers on product features and best practices.
• Monitor system performance and proactively identify potential issues.
• Manage multiple customer support tickets simultaneously, prioritizing effectively to meet service level agreements (SLAs).
• Participate in on-call rotation for critical incident response.

• Minimum of 4 years of experience in technical support, preferably in a Tier 2 or higher capacity for software products.
• Strong understanding of operating systems (Windows, macOS, Linux), networking concepts, and database technologies.
• Proficiency in troubleshooting complex software applications, including installation, configuration, and performance issues.
• Excellent analytical and problem-solving skills, with a methodical approach to issue resolution.
• Outstanding communication skills, both written and verbal, for clear articulation of technical information to diverse audiences.
• Ability to work independently and manage time effectively in a remote-first environment.
• Experience with ticketing systems (e.g. Jira Service Desk, Zendesk) and remote support tools.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are a plus.
• Must be eligible to work remotely from Rustenburg, North West, ZA or other approved locations within South Africa.

• Competitive annual salary of R .
• Comprehensive private medical insurance.
• Generous annual leave and paid public holidays.
• Company-provided equipment (laptop, peripherals).
• Opportunities for continuous learning and professional certification funding.
• A supportive and inclusive remote-first work culture.
• Performance-based bonuses and potential for salary increases.
• Access to cutting-edge technologies and challenging projects.
• Flexible working hours conducive to a remote lifestyle.
• Join a team that is shaping the future of enterprise software solutions.

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.