Remote Technical Support Engineer - Tier 2

Placements24; Rustenburg; Hybrid; ZAR 350,000 - 600,000; Full time

Benefits offered by this job

Remote-first culture

Competitive salary

Private medical insurance

Laptop provided

Professional certification funding

Flexible working hours

On-call rotation

Job summary

Placements24 is seeking a highly skilled Remote Technical Support Engineer (Tier 2) for its software-focused client in a fully remote role. The position supports B2B customers, handling escalated issues, and coordinating with development teams from our Rustenburg hub in North West, ZA.

You will diagnose complex hardware and software problems, document solutions, and contribute to product stability while maintaining SLA targets in a remote-first, customer-focused environment.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum 4 years in technical support, Tier 2 preferred.
• Proficient in Windows, macOS, Linux, networking, and database concepts.
• Experience with Jira Service Desk or Zendesk is a plus.
• Strong communication and remote-work capabilities.

Responsibilities

• 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 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 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, prioritizing to meet SLAs.
• Participate in on-call rotation for critical incident response.

Skills

Technical support

Windows

macOS

Linux

Networking

Database concepts

Jira Service Desk

Zendesk

Communication

Remote work

Education

Bachelor's degree in Computer Science or IT

Tools

Jira Service Desk

Zendesk

Remote access tools

Job description

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.

Key Responsibilities

• 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.

Requirements

• 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.

Benefits

• 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.