Remote Technical Support Engineer - WhatJobs Direct

Placements24; Rustenburg; Hybrid; ZAR 400,000 - 560,000; Full time

Benefits offered by this job

Fully remote position with flexible工作

Home office setup allowance

Paid time off and holidays

Career advancement opportunities

Job summary

Placements24 is seeking a Remote Technical Support Engineer to join a global team. You will diagnose and resolve complex software and hardware issues, support customers remotely, and work with engineering to identify root causes and fixes.

The role emphasizes proactive problem-solving, documentation, and collaboration with product teams, with a remote-first setup and a strong growth culture.

Qualifications

• Experience as Technical Support Engineer, Systems Admin, or similar role.
• Strong knowledge of Windows, Linux, macOS and networking protocols.
• Scripting skills (Python, Bash) are highly desirable.
• Experience with cloud platforms and virtualization.

Responsibilities

• Diagnose, troubleshoot, and resolve complex software and hardware issues for customers.
• Provide expert support via phone, email, and remote desktop tools.
• Escalate unresolved issues with detailed documentation to engineering teams.

Skills

Windows

Linux

macOS

Networking

Education

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

Tools

Python

Bash

AWS

Azure

GCP

Job description

About the Role

Our client, a leading provider of advanced software solutions, is seeking a highly skilled Remote Technical Support Engineer to join their global team. This role, based remotely but with a focus on supporting clients in and around Rustenburg, North West , is critical for delivering exceptional technical assistance. You will be responsible for diagnosing and resolving complex technical issues for our client's diverse customer base, ensuring minimal disruption to their operations. This is a remote-first opportunity, demanding a high degree of self-discipline, technical acumen, and proactive problem-solving. You will work closely with engineering and product teams to identify root causes and implement lasting solutions. We are looking for individuals who thrive in a fast-paced, challenging environment and possess a deep understanding of software and hardware systems. Join our client's innovative team and contribute to delivering best-in-class technical support solutions worldwide. The role requires a proactive approach to problem-solving and a commitment to client satisfaction, making it an ideal position for an experienced professional seeking remote work. Our client values continuous learning and provides ample resources for professional growth in a supportive virtual environment.

Key Responsibilities

• Diagnose, troubleshoot, and resolve complex software and hardware issues reported by customers.
• Provide expert technical support via phone, email, and remote desktop tools.
• Escalate unresolved issues to the appropriate engineering or development teams with detailed documentation.
• Develop and maintain comprehensive technical documentation, including knowledge base articles and troubleshooting guides.
• Reproduce and test reported issues to identify root causes and potential workarounds.
• Collaborate with product management and engineering teams to advocate for customer needs and influence product roadmap.
• Monitor system performance and proactively identify potential issues before they impact customers.
• Participate in on-call rotation to provide 24/7 support coverage as needed.
• Assist in the development and delivery of technical training for customers and internal support staff.
• Contribute to the continuous improvement of support processes and tools.

Requirements

• Proven experience as a Technical Support Engineer, Systems Administrator, or similar role, with a strong focus on software support.
• In-depth knowledge of operating systems (Windows, Linux, macOS) and networking protocols.
• Proficiency in scripting languages (e.g., Python, Bash) is highly desirable.
• Experience with cloud platforms (AWS, Azure, GCP) and virtualisation technologies.
• Excellent analytical and problem-solving abilities, with a systematic approach to issue resolution.
• Strong communication and interpersonal skills, with the ability to articulate technical information clearly.
• Ability to work independently and manage time effectively in a remote setting.
• Experience with log analysis tools and debugging techniques.
• Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.
• Familiarity with enterprise software solutions and IT infrastructure.

Benefits

• Fully remote position with flexible working hours.
• Competitive salary commensurate with experience.
• Comprehensive medical, dental, and vision insurance plans.
• Generous retirement savings plan with company match.
• Opportunities for advanced technical training and certifications.
• Access to a global network of IT professionals.
• A dynamic and innovative work culture.
• Home office setup allowance.
• Paid time off and holidays.
• Opportunities for career advancement and specialization.