Senior Customer Support Engineer (Remote)

Placements24; Klerksdorp; Hybrid; ZAR 800,000 - 1,200,000; Full time

Benefits offered by this job

Remote work

Health insurance allowances

Professional development

Performance bonuses

Job summary

Placements24 is seeking a Senior Customer Support Engineer for a fully remote role. You will provide advanced technical support for enterprise software, diagnose complex issues, and guide customers through configurations from your home office.

The role emphasizes strong communication, independent work, and collaboration with product and engineering teams; remote-first company with growth opportunities and comprehensive benefits.

Qualifications

• 5+ years of experience in technical support, software engineering, or a similar role, with a focus on enterprise solutions.
• Proven expertise in troubleshooting complex software applications and distributed systems.
• Strong understanding of database technologies (SQL), operating systems (Linux/Windows), and networking protocols.
• Experience with scripting languages (e.g., Python, Bash) for automation is highly desirable.

Responsibilities

• Provide advanced technical support and troubleshooting for enterprise-level software products.
• Analyze complex technical problems, identify root causes, and implement effective solutions.
• Escalate critical issues to development and engineering teams, providing detailed diagnostic information.
• Develop and maintain comprehensive technical documentation, knowledge base articles, and troubleshooting guides.
• Collaborate with product management and engineering teams to relay customer feedback and identify product improvement opportunities.
• Mentor and guide junior support engineers, sharing technical expertise and best practices.
• Manage customer expectations and communication during critical issue resolution processes.
• Conduct technical training sessions for customers and internal teams as needed.
• Proactively monitor system performance and customer environments to identify potential issues.
• Contribute to the overall improvement of support processes and customer experience strategies.

Job description

About the Role

Our client, a global leader in enterprise software solutions, is actively seeking an experienced Senior Customer Support Engineer to join their fully remote team. This position is pivotal in providing high-level technical support and in-depth troubleshooting for our client's complex product suite. As a fully remote organization, we foster a collaborative, results-oriented environment where your expertise can shine from the comfort of your home office. You will be instrumental in resolving challenging technical issues, guiding customers through advanced configurations, and contributing to the continuous improvement of support resources. This role demands a deep technical understanding, excellent communication skills, and a proactive approach to problem-solving. It's an outstanding opportunity for a seasoned support professional to make a significant impact within a dynamic, innovative company that values technical excellence and customer satisfaction above all else. We offer the flexibility and autonomy of remote work combined with the stability and growth potential of a market-leading enterprise.

Key Responsibilities

• Provide advanced technical support and troubleshooting for enterprise-level software products.
• Analyze complex technical problems, identify root causes, and implement effective solutions.
• Escalate critical issues to development and engineering teams, providing detailed diagnostic information.
• Develop and maintain comprehensive technical documentation, knowledge base articles, and troubleshooting guides.
• Collaborate with product management and engineering teams to relay customer feedback and identify product improvement opportunities.
• Mentor and guide junior support engineers, sharing technical expertise and best practices.
• Manage customer expectations and communication during critical issue resolution processes.
• Conduct technical training sessions for customers and internal teams as needed.
• Proactively monitor system performance and customer environments to identify potential issues.
• Contribute to the overall improvement of support processes and customer experience strategies.

Requirements

• A minimum of 5 years of experience in technical support, software engineering, or a similar role, with a focus on enterprise solutions.
• Proven expertise in troubleshooting complex software applications and distributed systems.
• Strong understanding of database technologies (SQL), operating systems (Linux/Windows), and networking protocols.
• Experience with scripting languages (e.g., Python, Bash) for automation is highly desirable.
• Excellent analytical and problem-solving skills with a meticulous approach.
• Exceptional verbal and written communication skills, capable of articulating technical details to diverse audiences.
• Demonstrated ability to work independently and manage time effectively in a remote setting.
• Experience with cloud platforms (AWS, Azure, GCP) is a significant plus.
• Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.
• Ability to thrive in a fast-paced, remote-first environment.

Benefits

• Highly competitive annual salary.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off and holidays.
• Significant opportunities for career advancement and professional development.
• Fully remote work setup with flexible hours.
• Company-provided high-performance laptop and peripherals.
• Access to advanced training and certifications.
• Annual performance bonuses and stock options.
• Retirement savings plan with generous employer match.
• Engaging virtual team events and collaborative projects.