Remote Tier 2 Enterprise Software Support Specialist

Placements24; Klerksdorp; Hybrid; ZAR 312,000 - 469,000; Full time

Benefits offered by this job

Private medical insurance

Retirement savings plan

Annual performance bonuses

Company laptop

Home office stipend

Virtual conferences

Job summary

Placements24 is seeking a skilled Remote Customer Support Specialist (Tier 2) to join a rapidly growing software company. The role focuses on advanced troubleshooting for enterprise clients, serving as a critical escalation point and ensuring system stability while working fully remotely from South Africa.

You'll diagnose complex software, network, and OS issues, document solutions, collaborate with product and engineering teams, and contribute to improved support processes.

Qualifications

• Proven experience in a Tier 2 or advanced technical support role.
• In-depth knowledge of troubleshooting methodologies and tools.
• Strong understanding of Windows Server, Linux, SQL, and network protocols.
• Excellent analytical and communication skills.

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 and errors to identify root causes and verify fixes.
• Communicate solutions and workarounds clearly to clients and internal teams.
• Reproduce customer issues in a test environment to identify defects.
• Document solutions and best practices for complex issues.
• Collaborate with development, engineering, and QA to report defects.
• Manage client expectations and provide regular updates on investigations.
• Contribute to improving support processes and tools.
• Maintain product expertise and stay updated with software updates.

Skills

Tier 2 support

Windows/Linux

SQL databases

Remote support tools

ServiceNow/Jira

Analytical thinking

Communication skills

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 a rapidly growing software company. The role focuses on advanced troubleshooting for enterprise clients, serving as a critical escalation point and ensuring system stability while working fully remotely from South Africa.

You'll diagnose complex software, network, and OS issues, document solutions, collaborate with product and engineering teams, and contribute to improved support processes.