Remote Technical Support Engineer II, Cloud Software

Placements24; Pretoria; Hybrid; ZAR 420,000 - 720,000; Full time

Benefits offered by this job

Private health insurance

Retirement annuity

Professional development

Job summary

Placements24 is seeking a Technical Support Engineer II to join our client’s remote-first team based in Pretoria, Gauteng. You will deliver advanced technical assistance for complex software products and troubleshoot issues across software and hardware components for a global client base from South Africa.

Responsibilities include diagnosing issues, logging root causes, creating knowledge base articles, and guiding customers through product features to improve user experience.

Qualifications

• Minimum 4 years of experience in technical support or helpdesk.
• Proficient in diagnosing issues related to operating systems, networking, and application software.
• Excellent analytical and problem-solving skills with attention to detail.
• Strong verbal and written communication skills for clear explanations.
• Experience with Jira and ServiceNow and remote support tools.
• Ability to work independently and remotely from Pretoria, Gauteng.

Responsibilities

• Provide in-depth technical support to customers via remote channels (email, chat, phone).
• Troubleshoot, diagnose, and resolve complex software and hardware issues, escalating to Tier 3 when necessary.
• Analyze system logs and diagnostic data to identify root causes of problems.
• Document technical solutions and contribute to knowledge base articles and user guides.
• Assist in testing and deployment of software updates and patches.
• Collaborate with engineering and product teams to provide feedback on product performance.

Skills

Technical troubleshooting

Software troubleshooting

Analytical thinking

Excellent communication

Remote support

Education

Bachelor's degree in Computer Science/Engineering

Tools

Jira

ServiceNow

Remote support tools

AWS

Azure

Job description

Placements24 is seeking a Technical Support Engineer II to join our client’s remote-first team based in Pretoria, Gauteng. You will deliver advanced technical assistance for complex software products and troubleshoot issues across software and hardware components for a global client base from South Africa.

Responsibilities include diagnosing issues, logging root causes, creating knowledge base articles, and guiding customers through product features to improve user experience.