Senior Remote SaaS Technical Support Lead

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

Benefits offered by this job

Fully remote work

Bonus structure

Health insurance

Retirement plan

Professional development

Home office stipend

Job summary

Placements24 seeks a Senior Remote Technical Support Specialist to join a global software solutions provider. The role is fully remote and focuses on advanced technical assistance, escalation, and mentoring junior staff across international clients.

You will diagnose and resolve complex issues, collaborate with engineering and product teams, develop documentation, and help drive improvements in support processes.

Qualifications

• 5+ years in technical support or similar advanced role (SaaS/enterprise).
• Strong troubleshooting of complex software and hardware issues.
• Excellent communication and ability to explain technical concepts clearly.
• Ability to work independently and mentor junior staff.

Responsibilities

• Provide high-level technical support for complex issues on the software platform.
• Diagnose, troubleshoot, and resolve problems across OS and environments.
• Serve as escalation point for junior staff; mentor and guide.
• Develop and maintain technical documentation and best practices.
• Collaborate with engineering and product teams to identify root causes.
• Monitor system health and report issues; reproduce bugs with detailed reports.

Skills

Technical support

Remote work

Problem solving

Communication

Time management

Mentoring

Analytical thinking

Education

Bachelor's degree in Computer Science or related

Tools

Python

PowerShell

AWS

Azure

Logging tools

Job description

Placements24 seeks a Senior Remote Technical Support Specialist to join a global software solutions provider. The role is fully remote and focuses on advanced technical assistance, escalation, and mentoring junior staff across international clients.

You will diagnose and resolve complex issues, collaborate with engineering and product teams, develop documentation, and help drive improvements in support processes.