Senior Enterprise Software Support Engineer

Placements24; Sandton; Presencial; ZAR 420.000 - 720.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Private medical insurance

Annual leave + public holidays

Certifications training

On-site Sandton office

Professional growth opportunities

Descripción de la vacante

Placements24 is seeking a Senior Technical Support Analyst to join our client in Sandton, Gauteng. You will provide expert-level technical assistance for enterprise software, diagnosing complex issues, and delivering effective solutions.

The role involves collaborating with engineering and product teams, maintaining thorough documentation, and mentoring junior staff. The ideal candidate has 5+ years in technical support, strong Windows/Linux and SQL knowledge, and experience with ServiceNow or

Formación

• Bachelor's degree in Computer Science, IT, or a related field, or equivalent work experience.
• Proven experience in technical support at a senior level, with escalation handling.

Responsabilidades

• Provide expert-level technical support for the company's software products and related infrastructure.
• Investigate, diagnose, and resolve complex technical issues escalated by Tier 1 support.
• Analyze system logs, error messages, and performance data to identify root causes.
• Develop and document clear technical solutions and workarounds for customer issues.
• Collaborate with development and product management teams to relay customer feedback and influence product improvements.
• Create and update technical documentation, knowledge base articles, and troubleshooting guides.
• Assist in training junior support staff and new hires on technical procedures.
• Monitor system performance and proactively identify potential issues before they impact users.
• Manage multiple customer support tickets, prioritizing to meet SLAs.
• Participate in on-call rotation as required for critical incident response.

Conocimientos

5+ years exp

Windows/Linux OS

Networking

SQL

Troubleshooting apps

Analytical skills

Communication skills

Team collaboration

Educación

Bachelor's degree in CS/IT or related

Equivalent work experience

Herramientas

ServiceNow

Jira

Descripción del empleo

Placements24 is seeking a Senior Technical Support Analyst to join our client in Sandton, Gauteng. You will provide expert-level technical assistance for enterprise software, diagnosing complex issues, and delivering effective solutions.

The role involves collaborating with engineering and product teams, maintaining thorough documentation, and mentoring junior staff. The ideal candidate has 5+ years in technical support, strong Windows/Linux and SQL knowledge, and experience with ServiceNow or