Senior Desktop Engineer

Disruptive It; KwaZulu-Natal; Remote; ZAR 900,000 - 1,300,000; Full time

Benefits offered by this job

Competitive salary

Health insurance

Paid time off

Remote work

Equipment provided

Training & certifications

Bonuses & stock options

Retirement plan

Team events

Job summary

Disruptive It is hiring a Senior Remote Technical Support Engineer to provide advanced troubleshooting for enterprise software from a remote setup. You will analyze complex problems, guide customers through configurations, and contribute to knowledge bases and process improvements.

This role requires 5+ years in technical support or related fields, strong SQL/Linux/Windows expertise, and experience with cloud platforms (AWS/Azure/GCP). Remote work with flexible hours is offered.

Qualifications

• 5+ years in technical support, software engineering, or a similar role focusing on enterprise solutions.
• Proven expertise in troubleshooting complex software applications and distributed systems.
• Strong SQL, Linux/Windows, and networking knowledge.
• Scripting in Python or Bash for automation is desirable.
• Excellent written and verbal communication skills.
• Ability to work independently in a remote setting.
• Experience with cloud platforms AWS, Azure or GCP is a plus.
• Bachelor's degree in CS/Engineering or related field.

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 with detailed diagnostics.
• Develop and maintain technical documentation and troubleshooting guides.
• Collaborate with product management and engineering to relay customer feedback.
• Mentor junior support engineers and share best practices.
• Manage customer expectations during critical issue resolution.
• Conduct technical training sessions for customers and internal teams.
• Monitor system performance and customer environments for potential issues.
• Contribute to improvements in support processes and customer experience strategies.

Skills

Advanced troubleshooting

SQL

Linux/Windows

Python

Bash

AWS

Azure

GCP

Remote work

Communication

Education

Bachelor's degree in Computer Science or Engineering

Tools

N/A

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.

Remote Technical Support Engineer - Advanced Troubleshooting

Our client is seeking a highly skilled and experienced Remote Technical Support Engineer to join their global, fully remote team. This position is for individuals with a passion for solving complex technical challenges and a dedication to providing outstanding support to