Remote Technical Support Engineer - WhatJobs Direct (Centurion)

Placements24; Centurion; Hybrid; ZAR 420,000 - 600,000; Full time

Benefits offered by this job

Remote work flexibility

Competitive salary

Learning & development opportunities

Career progression

Job summary

Placements24 is seeking a Remote Technical Support Engineer to join a remote-first team. You will diagnose and resolve complex software and hardware issues, documenting steps and guiding clients through solutions.

You will work with cross-functional teams, escalate as needed, and contribute to knowledge base and training sessions. A strong background in multiple OS and networking, plus scripting (Python/Bash) is preferred.

Qualifications

• Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.

Responsibilities

• Provide in-depth technical support and troubleshooting via remote channels.
• Analyze and diagnose complex technical issues, identify root causes, and implement solutions.
• Document all activities, troubleshooting steps, resolutions, and customer interactions in the tracking system.
• Escalate unresolved issues to senior engineers or product teams with full details.
• Develop and maintain technical documentation, including FAQs and knowledge base articles.
• Conduct remote training sessions for clients on product usage and best practices.
• Collaborate with cross-functional teams to ensure a seamless support experience.
• Stay updated on latest technological advancements relevant to product offerings.

Skills

Technical problem solving

Remote communication

OS and networking knowledge

Analytical thinking

Python Bash scripting

Education

Bachelor's degree in CS/Engineering or equivalent

Tools

Python

Bash

Job description

About the Role

Our client, a leader in innovative technology solutions, is seeking a highly skilled Remote Technical Support Engineer to join their established, remote-first team. This role is crucial for providing advanced technical assistance to our client's customer base, resolving complex software and hardware issues. You will be empowered to diagnose, troubleshoot, and elevate technical challenges, ensuring minimal disruption to client operations. As a key member of our fully remote support infrastructure, you will contribute to maintaining our client's reputation for exceptional technical expertise and customer satisfaction. We are committed to fostering a collaborative and inclusive remote work environment where technical talent can thrive and contribute to groundbreaking projects. Your role will be instrumental in guiding clients through intricate technical landscapes.

Key Responsibilities

• Provide in-depth technical support and troubleshooting for our client's software and hardware products via remote channels.
• Analyze and diagnose complex technical issues, identifying root causes and implementing effective solutions.
• Document all technical support activities, including troubleshooting steps, resolutions, and customer interactions, in the designated tracking system.
• Escalate unresolved issues to senior engineers or product development teams, providing comprehensive details for further investigation.
• Develop and maintain technical documentation, including FAQs, knowledge base articles, and troubleshooting guides.
• Conduct remote training sessions for clients on product usage and best practices.
• Collaborate with cross-functional teams to ensure a seamless customer support experience.
• Stay abreast of the latest technological advancements relevant to our client's product offerings.

Requirements

• Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.
• Proven experience as a Technical Support Engineer, Software Support Specialist, or similar role, preferably in a remote capacity.
• Strong understanding of operating systems (Windows, macOS, Linux) and network protocols.
• Proficiency in diagnosing and resolving software bugs, hardware malfunctions, and system integration issues.
• Excellent analytical and problem-solving skills, with a methodical approach to troubleshooting.
• Exceptional communication and interpersonal skills, capable of explaining technical concepts to non-technical users remotely.
• Experience with scripting languages (e.g., Python, Bash) is a significant advantage.
• Must have a stable internet connection and a suitable home office environment for remote work.

Benefits

• This fully remote role offers unparalleled flexibility and the opportunity to work with cutting-edge technology from the comfort of your home.
• Our client provides a highly competitive salary, a comprehensive benefits package including medical, dental, and vision insurance, and a generous retirement savings plan.
• You will have access to continuous learning and development opportunities, including certifications and advanced training.
• Be part of a dynamic, global team that values innovation and collaboration.
• We offer regular performance reviews, potential for career advancement, and a supportive work culture that promotes work-life balance.
• Join us and make a significant impact on our client's technical support excellence from anywhere.