Remote Technical Support Engineer - Level 3

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

Benefits offered by this job

Fully remote

Medical & retirement plans

Professional development

Generous leave

Job summary

Placements24 seeks a seasoned Remote Technical Support Engineer to resolve the most complex issues for enterprise clients. You will operate fully remotely from anywhere in South Africa, serving as a subject-matter expert and collaborating with engineering teams to drive bug fixes and product improvements.

The role requires deep networking, security knowledge, and the ability to mentor junior engineers. You will participate in on-call rotations, document advanced troubleshooting steps, and stay

Qualifications

• 7+ years in technical support, systems, or network engineering focused on advanced troubleshooting.
• Deep knowledge of network protocols, security principles, and Windows/Linux.
• Experience with firewalls, VPNs, and intrusion detection systems.
• Excellent analytical, problem-solving, and communication skills under pressure.
• Certified (CCNA/CCNP/Security+/CISSP) desirable; Bachelor's degree or equivalent.

Responsibilities

• Provide advanced technical support and troubleshooting for enterprise clients.
• Analyze traffic, logs, and diagnostics to identify root causes.
• Collaborate with Level 1/2 teams for efficient resolutions.
• Report bugs and suggest product improvements with engineering.
• Create and maintain technical documentation and guides.
• Participate in on-call rotation for 24/7 support.
• Mentor junior support engineers and share expertise.
• Stay updated on latest security technologies and threats.

Skills

Advanced troubleshooting

Strong communication

Remote work capability

Problem solving

Education

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

Equivalent practical experience

Tools

Firewalls

VPNs

IDS/IPS

Windows Server & Linux

Job description

About the Role

Our client, a globally recognized leader in network security solutions, is seeking an experienced and highly skilled Remote Technical Support Engineer to join their elite L3 support team. This is a fully remote position, allowing you to work from any location within South Africa while contributing to critical technical escalations. You will be responsible for resolving the most complex technical challenges faced by our enterprise clients, acting as a subject matter expert and collaborating with engineering teams to drive product innovation. This role demands deep technical expertise, exceptional problem-solving abilities, and a commitment to providing world-class support in a fast-paced, remote environment. If you are a seasoned professional looking for a challenging and rewarding opportunity to make a significant impact, this is the role for you.

Key Responsibilities

• Provide advanced technical support and in-depth troubleshooting for complex, mission-critical issues reported by enterprise clients.
• Analyze network traffic, system logs, and diagnostic data to identify root causes of complex technical problems.
• Collaborate closely with Level 1 and Level 2 support teams to ensure efficient issue resolution and knowledge transfer.
• Engage directly with product development and engineering teams to report bugs, suggest product enhancements, and contribute to resolution strategies.
• Develop and maintain advanced technical documentation, including knowledge base articles, troubleshooting guides, and best practice recommendations.
• Participate in on-call rotation to provide 24/7 support for critical client issues.
• Mentor and guide junior support engineers, sharing expertise and fostering a culture of continuous learning.
• Stay abreast of the latest advancements in network security technologies and threat landscapes.

Requirements

• Minimum of 7 years of experience in technical support, system administration, or network engineering, with a strong focus on advanced troubleshooting.
• In-depth knowledge of network protocols, security principles, and operating systems (Windows Server, Linux).
• Proven experience with network security products, firewalls, VPNs, and intrusion detection systems.
• Exceptional analytical and problem-solving skills, with the ability to diagnose and resolve complex technical issues under pressure.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to both technical and non-technical audiences.
• Demonstrated ability to work effectively and autonomously in a fully remote setting.
• Relevant industry certifications (e.g., CCNA, CCNP, Security+, CISSP) are highly desirable.
• Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience.

Benefits

• Highly competitive salary package.
• Fully remote position with the flexibility to work from anywhere in South Africa.
• Comprehensive medical, dental, and retirement savings plans.
• Significant opportunities for professional development and certifications.
• Generous vacation and leave policy.
• Exposure to cutting-edge security technologies and challenging global projects.
• Access to a robust virtual collaboration platform and support network.