Senior Enterprise Tech Support Engineer Remote

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

Benefits offered by this job

Fully remote work environment

Competitive salary and benefits

Career advancement opportunities

Access to cutting-edge technology

Professional development

Job summary

Placements24 is seeking a Senior Technical Support Analyst for a fully remote role within South Africa. You will diagnose and resolve complex software issues, act as escalation lead, and contribute to improving support infrastructure.

The ideal candidate has 5-7+ years in enterprise tech support and strong problem-solving skills. You will work with ServiceNow and Zendesk, mentor junior staff, and collaborate with engineering to drive product improvements.

Qualifications

• 5-7+ years in technical support or systems administration for enterprise software.
• Proficient in diagnosing and resolving complex technical problems.
• Experience with ServiceNow or Zendesk and remote support tools.
• Strong communication, able to explain technical information to non-technical audiences.
• Bachelor's degree in CS/IT or equivalent experience.

Responsibilities

• Provide advanced technical support and troubleshooting for complex software issues.
• Lead escalation for Tier 2 and Tier 3 support requests.
• Analyze system logs, error messages, and diagnostic information to identify root causes.
• Develop and implement effective solutions and workarounds for reported issues.
• Create and maintain detailed technical documentation, knowledge base articles, and best practices.
• Mentor and guide junior technical support staff.
• Collaborate with engineering and product teams to resolve bugs and advocate for product improvements based on customer feedback.
• Manage and prioritize a queue of complex technical support cases.
• Stay current with product updates, new features, and relevant technologies.
• Contribute to the overall improvement of support processes and tools.

Skills

Technical support

Systems administration

Troubleshooting

Analytical skills

Communication skills

Remote work

Education

Bachelor's degree in CS/IT

Certifications desirable

Tools

ServiceNow

Zendesk

Job description

Placements24 is seeking a Senior Technical Support Analyst for a fully remote role within South Africa. You will diagnose and resolve complex software issues, act as escalation lead, and contribute to improving support infrastructure.

The ideal candidate has 5-7+ years in enterprise tech support and strong problem-solving skills. You will work with ServiceNow and Zendesk, mentor junior staff, and collaborate with engineering to drive product improvements.