Remote Tier-2 Cloud Support Engineer

Placements24; Bellville; Hybrid; ZAR 420,000 - 620,000; Full time

Job summary

Placements24 is seeking a Technical Support Engineer - Level 2 for a fully remote role serving a global customer base. The role requires extensive troubleshooting across software, hardware, and cloud platforms, with strong written and verbal communication and the ability to work autonomously in a remote-first environment.

You will diagnose complex issues, document solutions, and collaborate with cross-functional teams to ensure timely resolution and adherence to SLAs while staying up to date

Qualifications

• Bachelor’s degree in Computer Science, IT, or related field, or equivalent practical experience.
• Minimum of 4 years in technical support, systems administration, or a similar role.
• Strong knowledge of Windows and Linux operating systems, networking (TCP/IP, DNS, HTTP), and cloud platforms (AWS, Azure, GCP).
• Experience troubleshooting complex software, databases, and integrations.
• Excellent analytical, diagnostic, and problem-solving skills.
• Strong written and verbal communication; able to explain technical concepts to varied audiences.
• Scripting experience (Python, Bash) is a plus.
• Ability to work independently and thrive in remote work settings.
• Certifications such as CompTIA Network+, Security+ or cloud-specific certs desirable.

Responsibilities

• Provide Tier 2 tech support for complex software and hardware issues.
• Diagnose, troubleshoot, and resolve system, application, and network problems.
• Analyze support trends and recurring issues to identify root causes and preventive solutions.
• Document technical solutions, procedures, and troubleshooting guides.
• Escalate unresolved issues to Tier 3 with detailed diagnostic information.
• Collaborate with cross-functional teams to address product defects and enhancements.
• Participate in on-call rotation to provide after-hours support.
• Manage and prioritize a queue of support tickets, ensuring SLAs are met.
• Mentor and assist Tier 1 support engineers, sharing best practices.
• Stay current with product updates and new technologies.

Skills

Technical troubleshooting

Communication skills

Remote collaboration

Scripting (Python, Bash)

Education

Bachelor’s degree in Computer Science / IT or related field

Tools

Windows

Linux

AWS

Azure

GCP

Job description

Placements24 is seeking a Technical Support Engineer - Level 2 for a fully remote role serving a global customer base. The role requires extensive troubleshooting across software, hardware, and cloud platforms, with strong written and verbal communication and the ability to work autonomously in a remote-first environment.

You will diagnose complex issues, document solutions, and collaborate with cross-functional teams to ensure timely resolution and adherence to SLAs while staying up to date