Remote Tier 2 Tech Support Engineer — Enterprise Software

Placements24; Rustenburg; Hybrid; ZAR 350,000 - 600,000; Full time

Benefits offered by this job

Remote-first culture

Competitive salary

Private medical insurance

Laptop provided

Professional certification funding

Flexible working hours

On-call rotation

Job summary

Placements24 is seeking a highly skilled Remote Technical Support Engineer (Tier 2) for its software-focused client in a fully remote role. The position supports B2B customers, handling escalated issues, and coordinating with development teams from our Rustenburg hub in North West, ZA.

You will diagnose complex hardware and software problems, document solutions, and contribute to product stability while maintaining SLA targets in a remote-first, customer-focused environment.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum 4 years in technical support, Tier 2 preferred.
• Proficient in Windows, macOS, Linux, networking, and database concepts.
• Experience with Jira Service Desk or Zendesk is a plus.
• Strong communication and remote-work capabilities.

Responsibilities

• Investigate, diagnose, and resolve complex technical issues reported by customers, escalating from Tier 1 support.
• Provide expert-level technical support for the company's software applications and related infrastructure.
• Analyze system logs, error reports, and performance data to identify root causes of problems.
• Develop and document clear, concise technical solutions and workarounds for customer issues.
• Collaborate closely with development, QA, and product management teams to relay customer feedback and identify product improvement opportunities.
• Create and maintain technical documentation, knowledge base articles, and troubleshooting guides for internal use and customer self-service.
• Conduct remote training sessions for customers on product features and best practices.
• Monitor system performance and proactively identify potential issues.
• Manage multiple customer support tickets, prioritizing to meet SLAs.
• Participate in on-call rotation for critical incident response.

Skills

Technical support

Windows

macOS

Linux

Networking

Database concepts

Jira Service Desk

Zendesk

Communication

Remote work

Education

Bachelor's degree in Computer Science or IT

Tools

Jira Service Desk

Zendesk

Remote access tools

Job description

Placements24 is seeking a highly skilled Remote Technical Support Engineer (Tier 2) for its software-focused client in a fully remote role. The position supports B2B customers, handling escalated issues, and coordinating with development teams from our Rustenburg hub in North West, ZA.

You will diagnose complex hardware and software problems, document solutions, and contribute to product stability while maintaining SLA targets in a remote-first, customer-focused environment.