Remote Tier 2 Tech Support Engineer

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

Benefits offered by this job

Competitive salary

Medical insurance

Remote-friendly hours

Training & certifications

Global team

Job summary

Placements24 is seeking an experienced Remote Customer Support Specialist (Tier 2) to provide advanced technical assistance to a global customer base. This fully remote role requires strong troubleshooting, problem-solving, and collaboration with engineering teams to resolve complex issues from a home office.

You will escalate from Tier 1, document solutions, and contribute to knowledge bases while maintaining high customer satisfaction.

Qualifications

• Minimum 3 years of experience in a technical customer support role.

Responsibilities

• Provide in-depth technical support and troubleshooting for complex customer issues escalated from Tier 1.
• Analyze customer problems, identify root causes, and develop effective solutions.
• Collaborate with engineering and product development teams to report bugs and suggest product improvements.
• Document technical solutions, troubleshooting guides, and knowledge base articles.
• Manage and prioritize multiple complex support tickets simultaneously.
• Ensure timely and effective resolution of customer issues, maintaining high satisfaction rates.

Job description

Placements24 is seeking an experienced Remote Customer Support Specialist (Tier 2) to provide advanced technical assistance to a global customer base. This fully remote role requires strong troubleshooting, problem-solving, and collaboration with engineering teams to resolve complex issues from a home office.

You will escalate from Tier 1, document solutions, and contribute to knowledge bases while maintaining high customer satisfaction.