SaaS Technical Support Engineer - Hybrid Role

Placements24; Centurion; Hybrid; ZAR 420,000 - 680,000; Full time

Benefits offered by this job

Health and dental insurance

Hybrid work arrangement

Professional development opportunities

Access to latest tools

Retirement savings plan

Job summary

Placements24 in Centurion, Gauteng, is seeking a Technical Support Engineer to provide advanced SaaS support. You will diagnose complex software and network issues, write and maintain technical docs, and collaborate with engineering for fixes and features.

The role demands a Bachelor's degree in CS/IT or equivalent experience, at least 4 years in SaaS support, and strong customer-focused problem-solving abilities. This is a hybrid role offering opportunities to work with cutting-edge software.

Qualifications

• Bachelor's degree in CS/IT or related field or equivalent practical experience.
• Minimum 4 years in technical support, preferably SaaS.
• Strong understanding of cloud computing and SaaS architectures.
• Proficient in diagnosing software, network and system issues.
• Excellent problem-solving, analytical and communication skills.

Responsibilities

• Provide in-depth technical support for SaaS products via phone, email, and remote sessions.
• Analyze and diagnose complex software and system issues to identify root causes.
• Escalate unresolved issues to engineering with detailed information.
• Develop and maintain FAQs, knowledge base articles, and troubleshooting guides.
• Assist customers with configurations, integrations, and best practices.
• Monitor system performance and pre-emptively identify issues.
• Collaborate with product management on feature enhancements and bug fixes.
• Conduct technical training sessions for customers and staff.
• Manage support queues and ensure timely resolutions.

Skills

Cloud SaaS troubleshooting

Troubleshooting

Python

APIs

Data integration

Customer focus

Analytical thinking

Education

Bachelor's degree in Computer Science / Information Technology or related field

Tools

Scripting (Python/Bash)

Job description

Placements24 in Centurion, Gauteng, is seeking a Technical Support Engineer to provide advanced SaaS support. You will diagnose complex software and network issues, write and maintain technical docs, and collaborate with engineering for fixes and features.

The role demands a Bachelor's degree in CS/IT or equivalent experience, at least 4 years in SaaS support, and strong customer-focused problem-solving abilities. This is a hybrid role offering opportunities to work with cutting-edge software.