Remote Tier-2 Enterprise Software Support Engineer

Placements24; Soweto; Remote; ZAR 300,000 - 480,000; Full time

Benefits offered by this job

Company laptop

Home office stipend

Annual bonuses

Job summary

Placements24 is seeking a skilled Remote Customer Support Specialist (Tier 2) to join its fully remote support team. You will handle advanced troubleshooting for enterprise software, acting as a critical escalation point to ensure client satisfaction and system stability.

In this remote-first role, you will analyze logs, reproduce issues in test environments, and collaborate with product development and engineering to resolve defects, while maintaining clear communication with enterprise clients

Qualifications

• Tier 2 or advanced technical support experience with enterprise software.
• Strong troubleshooting methodologies; OS Windows Server & Linux; SQL; networks.
• Proficiency with remote support tools and ticketing systems (ServiceNow, Jira).
• Excellent written and verbal communication; able to explain complex issues clearly.
• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience.

Responsibilities

• Provide Tier 2 technical support for complex software issues escalated from Tier 1.
• Diagnose, troubleshoot, and resolve advanced software, system, and network problems for enterprise clients.
• Analyze logs, error messages, and system behavior to identify root causes.
• Communicate technical solutions and workarounds to clients and internal teams.
• Reproduce customer issues in a test environment to identify defects and verify fixes.
• Document technical solutions and best practices for complex issues.
• Collaborate with product development, engineering, and QA to report and resolve defects.
• Manage client expectations and provide updates on investigations.
• Contribute to improving support processes and tools for efficiency.
• Maintain high product expertise and stay current with updates and features.

Skills

Tier 2 support

Advanced troubleshooting

Windows & Linux

SQL databases

Networking protocols

Remote support tools

Ticketing systems

SaaS experience

Strong communication

Education

Bachelor's degree in CS/IT or related

Tools

ServiceNow

Jira

Diagnostic software

Job description

Placements24 is seeking a skilled Remote Customer Support Specialist (Tier 2) to join its fully remote support team. You will handle advanced troubleshooting for enterprise software, acting as a critical escalation point to ensure client satisfaction and system stability.

In this remote-first role, you will analyze logs, reproduce issues in test environments, and collaborate with product development and engineering to resolve defects, while maintaining clear communication with enterprise clients