Senior Customer Support Engineer - Stellenbosch

Placements24; Stellenbosch; Hybrid; ZAR 600,000 - 900,000; Full time

Job summary

Placements24 is seeking an experienced Senior Customer Support Engineer for a fully remote role, ideally located near Stellenbosch, Western Cape. The role focuses on advanced technical support for sophisticated software products, mentoring junior staff, and collaborating with engineering to resolve complex issues.

You will handle escalations, develop technical docs, and contribute to process improvements while maintaining top-tier customer satisfaction in a remote setup.

Qualifications

• Minimum of 5 years in a technical support or customer engineering role, preferably with SaaS products.
• In-depth knowledge of software troubleshooting methodologies and tools.
• Strong understanding of database technologies (SQL) and scripting languages (e.g., Python, Bash).
• Excellent analytical, problem-solving, and debugging skills.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Experience with CRM and ticketing systems (e.g., Salesforce, Zendesk).
• Ability to work autonomously and manage complex technical challenges in a remote setting.
• Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
• Experience mentoring junior team members is highly desirable.
• Proximity to Stellenbosch, Western Cape for potential occasional meetups or client visits is beneficial.

Responsibilities

• Provide expert-level technical support for complex software issues via remote channels (email, phone, video conferencing).
• Analyze customer-reported problems, diagnose root causes, and develop effective solutions.
• Collaborate closely with product development and engineering teams to resolve bugs and product defects.
• Develop and maintain technical documentation, including troubleshooting guides and knowledge base articles.
• Mentor and guide junior support engineers, sharing expertise and best practices.
• Act as a technical escalation point for critical customer issues.
• Contribute to the improvement of support processes and tools.
• Conduct technical training sessions for customers and internal teams.
• Monitor system performance and proactively address potential issues.
• Represent the voice of the customer to internal stakeholders, driving product improvements.

Skills

SaaS experience

SQL

Python

Bash

Communication

Mentoring

Salesforce

Zendesk

Customer support

Education

Bachelor's degree in Computer Science/Engineering or related field

Equivalent practical experience

Tools

Salesforce

Zendesk

Job description

About the Role

Our client, an innovative software development company, is seeking an experienced Senior Customer Support Engineer to join their fully remote team. This role is critical in providing advanced technical support and ensuring the highest level of customer satisfaction for their sophisticated software products. While the position is remote, the candidate should ideally be located within or near Stellenbosch, Western Cape, to facilitate occasional team gatherings or client meetings if needed. You will handle complex technical issues, collaborate with engineering teams, and mentor junior support staff. This is a challenging yet rewarding opportunity for a seasoned professional looking to make a significant impact.

Key Responsibilities

• Provide expert-level technical support for complex software issues via remote channels (email, phone, video conferencing).
• Analyze customer-reported problems, diagnose root causes, and develop effective solutions.
• Collaborate closely with product development and engineering teams to resolve bugs and product defects.
• Develop and maintain technical documentation, including troubleshooting guides and knowledge base articles.
• Mentor and guide junior support engineers, sharing expertise and best practices.
• Act as a technical escalation point for critical customer issues.
• Contribute to the improvement of support processes and tools.
• Conduct technical training sessions for customers and internal teams.
• Monitor system performance and proactively address potential issues.
• Represent the voice of the customer to internal stakeholders, driving product improvements.

Requirements

• Minimum of 5 years of experience in a technical support or customer engineering role, preferably with SaaS products.
• In-depth knowledge of software troubleshooting methodologies and tools.
• Strong understanding of database technologies (SQL) and scripting languages (e.g., Python, Bash).
• Excellent analytical, problem-solving, and debugging skills.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Experience with CRM and ticketing systems (e.g., Salesforce, Zendesk).
• Ability to work autonomously and manage complex technical challenges in a remote setting.
• Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
• Experience mentoring junior team members is highly desirable.
• Proximity to Stellenbosch, Western Cape for potential occasional meetups or client visits is beneficial.

Benefits

• Our client offers an attractive salary, generous performance bonuses, and a comprehensive benefits package including advanced medical and retirement plans.
• This role is fully remote, offering unparalleled flexibility.
• Employees have access to extensive professional development resources, including certifications and advanced training programs.
• Our client fosters a culture of innovation, collaboration, and continuous learning.