Senior Remote Enterprise Support Engineer

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

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.