Senior Remote Support Engineer

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

Benefits offered by this job

Competitive salary & bonus

Health, dental, and vision coverage

Generous paid time off

Professional development budget

Fully remote

Job summary

Placements24 is seeking a Senior Remote Support Engineer to lead our remote technical assistance initiatives. This fully remote role involves mentoring junior engineers, resolving complex issues, and driving improvements in our remote support infrastructure and processes.

You will leverage advanced diagnostic tools and your extensive experience to ensure client satisfaction and technical excellence in a remote-first organization.

Qualifications

• Bachelor's degree in Computer Science, Engineering, or a related technical field.
• 7+ years of experience in technical support, with a significant focus on remote engineering and complex problem-solving.
• Expertise in diagnosing and resolving issues across a wide range of hardware and software platforms.
• Demonstrated leadership experience, with the ability to guide and develop technical teams.

Responsibilities

• Provide advanced remote troubleshooting and problem resolution for complex technical issues.
• Lead and mentor a team of remote support engineers, fostering technical growth and knowledge sharing.
• Develop and implement innovative solutions to enhance the efficiency and effectiveness of remote support services.
• Analyze support trends and performance metrics to identify areas for proactive intervention and service improvement.
• Collaborate with product development and quality assurance teams to address recurring issues and improve product reliability.
• Serve as the highest point of escalation for technical support inquiries, ensuring timely and satisfactory resolutions.

Skills

Remote troubleshooting

Leadership

Technical troubleshooting

Communication

Education

Bachelor's degree in Computer Science or related field

Tools

CRM systems

Remote diagnostic tools

Job description

About the Role

Our client is seeking a highly experienced Senior Remote Support Engineer to lead their virtual technical assistance initiatives. This critical role involves providing expert-level support for complex systems, mentoring junior engineers, and driving improvements in our remote support infrastructure and processes. You will be instrumental in resolving the most challenging technical issues our clients face, leveraging advanced diagnostic tools and your deep technical knowledge from a fully remote capacity. This is a unique opportunity for a seasoned professional to make a significant impact on client satisfaction and technical excellence within a forward-thinking, remote-first organization.

Key Responsibilities

• Provide advanced remote troubleshooting and problem resolution for complex technical issues.
• Lead and mentor a team of remote support engineers, fostering technical growth and knowledge sharing.
• Develop and implement innovative solutions to enhance the efficiency and effectiveness of remote support services.
• Analyze support trends and performance metrics to identify areas for proactive intervention and service improvement.
• Collaborate with product development and quality assurance teams to address recurring issues and improve product reliability.
• Serve as the highest point of escalation for technical support inquiries, ensuring timely and satisfactory resolutions.

Requirements

• Bachelor's degree in Computer Science, Engineering, or a related technical field.
• 7+ years of experience in technical support, with a significant focus on remote engineering and complex problem-solving.
• Expertise in diagnosing and resolving issues across a wide range of hardware and software platforms.
• Demonstrated leadership experience, with the ability to guide and develop technical teams.
• Proficiency with advanced remote diagnostic and monitoring tools, and CRM systems.
• Excellent communication, analytical, and strategic thinking skills.

Benefits

• An exceptional annual salary and bonus structure for top performers.
• Comprehensive health, dental, and vision coverage.
• Generous paid time off and flexible working hours.
• A dedicated budget for professional development, certifications, and conferences.
• A fully remote work environment with strong team collaboration and support.