Senior Customer Support Engineer - Hybrid (Durban)

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

Benefits offered by this job

Competitive salary commensurate with经验

Comprehensive health insurance

Retirement savings plan

Hybrid work flexibility

Professional growth opportunities

Access to training programs

Durban-based team

Dynamic, collaborative environment

Employee assistance program

Generous annual leave

Job summary

Placements24 in Durban is seeking a Customer Support Engineer to join the escalation team. You will be the technical point person for complex problems, collaborating with engineering and product teams to find and implement solutions.

This hybrid role blends in-office collaboration with remote work for KwaZulu-Natal professionals. You will resolve challenging issues, guide customers via phone, email and remote sessions, document resolutions, and contribute to the knowledge base.

Qualifications

• Minimum 4 years in technical support, resolving complex software/hardware issues.
• Strong OS, networking and databases background.
• Proficiency with scripting languages (Python, Bash) is advantageous.
• Excellent communication and problem-solving abilities.
• Ability to work hybrid schedule and collaborate with cross-functional teams.

Responsibilities

• Investigate, diagnose, and resolve complex technical issues reported by customers.
• Escalate unresolved issues to higher-level support or development teams with detailed documentation.
• Provide in-depth technical guidance to customers via phone, email, and remote sessions.
• Reproduce customer issues in test environments to identify root causes.
• Contribute to knowledge base with technical articles and FAQs.
• Collaborate with developers and QA to provide feedback on product issues.
• Mentor junior support engineers and manage multiple high-priority cases.
• Participate in on-call rotation for critical support issues.
• Develop relationships with key technical contacts at customer sites.

Skills

4+ years in technical support

Excellent communication

Python scripting

Bash scripting

Tools

Windows

Linux

macOS

Networking

Databases

Job description

Placements24 in Durban is seeking a Customer Support Engineer to join the escalation team. You will be the technical point person for complex problems, collaborating with engineering and product teams to find and implement solutions.

This hybrid role blends in-office collaboration with remote work for KwaZulu-Natal professionals. You will resolve challenging issues, guide customers via phone, email and remote sessions, document resolutions, and contribute to the knowledge base.