Senior 3Rd Line It Support Engineer (Azure, Cloud & Ad)

Advania Group; Cape Town; On-site; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Competitive salary

Medical insurance

Retirement plan

Training & certs

Relocation assistance

Stock purchase plan

Modern offices

Team events

Job summary

Advania Group in Cape Town seeks a Senior Technical Support Engineer to deliver expert support for enterprise clients. You will troubleshoot complex software and systems, collaborate with engineering, and drive improvements in support tools and processes.

You’ll mentor junior engineers, monitor performance, and engage with customers directly, including on-call coverage. A strong cloud, scripting, and database background is essential for success.

Qualifications

• Minimum 5 years in technical support, with at least 2 years in a senior/lead role.
• Deep understanding of cloud technologies (AWS, Azure, GCP) and enterprise software.
• Proficiency in scripting languages (Python, Bash) for automation and troubleshooting.
• Strong knowledge of databases (SQL, NoSQL) and networking concepts (TCP/IP, DNS, HTTP).
• Experience with log analysis tools and performance monitoring software.
• Excellent communication, presentation and customer relationship management skills.
• Bachelor’s degree in Computer Science, Engineering or related field, or equivalent experience.

Responsibilities

• Lead the resolution of escalated technical support cases for complex client issues.
• Perform in-depth root cause analysis and implement permanent solutions.
• Collaborate with engineering to report bugs, suggest product enhancements and test fixes.
• Develop and maintain advanced technical documentation and troubleshooting guides.
• Mentor and guide junior support engineers.
• Proactively monitor system health and performance to prevent issues.
• Engage with enterprise clients for expert-level technical support and consultation.
• Stay updated on product features and technologies and share knowledge.
• Contribute to the development of support tools and processes.
• Participate in on-call rotation for 24/7 coverage.

Skills

Communication

Problem solving

Mentoring

CRM skills

Education

Bachelor’s degree in CS/Engineering

Tools

AWS

Azure

GCP

Python

Bash

SQL

NoSQL

TCP/IP

DNS

HTTP

Log analysis tools

Job description

Senior Technical Support Engineer

Our client, a fast-growing SaaS provider, is looking for an experienced Senior Technical Support Engineer to join their established team in Cape Town, Western Cape. This critical role involves providing in-depth technical assistance to clients, resolving complex issues, and contributing to the overall improvement of our client’s support infrastructure. You will be a key point of contact for high-priority customer escalations, collaborating closely with engineering and product teams to ensure swift and effective resolutions. The successful candidate will leverage their expertise to troubleshoot intricate software and system problems, acting as a subject matter expert for support inquiries. We offer a challenging yet rewarding career path for professionals passionate about technology and customer success in the beautiful city of Cape Town. Join a company that values innovation and employee growth.

Key Responsibilities

• Lead the resolution of escalated technical support cases, acting as a primary point of contact for complex client issues.
• Perform in-depth root cause analysis for technical problems and implement permanent solutions.
• Collaborate with the engineering team to report bugs, suggest product enhancements, and test fixes.
• Develop and maintain advanced technical documentation, including troubleshooting guides and best practice documents.
• Mentor and provide technical guidance to junior support engineers.
• Proactively monitor system health and performance, identifying potential issues before they impact customers.
• Engage directly with enterprise clients to provide expert-level technical support and consultation.
• Stay abreast of new product features and technologies, ensuring continuous learning and knowledge sharing.
• Contribute to the development and implementation of support tools and processes.
• Participate in on‑call rotation as needed to provide 24/7 support coverage.

Requirements

• Minimum of 5 years of experience in technical support, with at least 2 years in a senior or lead role.
• Deep understanding of cloud technologies (AWS, Azure, GCP) and enterprise software.
• Proficiency in scripting languages (e.g., Python, Bash) for automation and troubleshooting.
• Strong knowledge of databases (SQL, NoSQL) and networking concepts (TCP/IP, DNS, HTTP).
• Experience with log analysis tools and performance monitoring software.
• Excellent communication, presentation, and customer relationship management skills.
• Proven ability to manage multiple high-priority issues simultaneously.
• Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
• Experience working with APIs and web services.
• Ability to work effectively in a client-facing role in Cape Town, Western Cape.

Benefits

• Highly competitive salary and performance-based bonuses.
• Comprehensive medical, dental, and vision insurance.
• Generous retirement savings plan contributions.
• Opportunities for advanced technical training and certifications.
• A vibrant and collaborative work culture in scenic Cape Town.
• Relocation assistance may be available for qualified candidates.
• Employee stock purchase plan.
• Modern office facilities with excellent amenities.
• Regular team outings and social events.