Senior Remote Technical Support Engineer

Placements24; Randburg; Hybrid; ZAR 900,000 - 1,300,000; Full time

Job summary

Placements24 is seeking a Senior Remote Technical Support Engineer to join a fully remote team, supporting enterprise clients with advanced software and hardware issues. You will diagnose complex problems, coordinate with R&D and product teams, and create documentation to improve knowledge sharing across a global customer base.

The role requires 5–7 years in technical support or systems engineering, strong Linux/Windows Server skills, and cloud experience (AWS/Azure).

Qualifications

• 5–7 years in technical support or systems engineering for enterprise solutions.
• Strong knowledge of Windows Server and Linux, networking, and cloud platforms (AWS/Azure).
• Proven ability to troubleshoot complex technical issues.
• Excellent analytical and communication skills.
• Experience in remote, global teams.
• Relevant certifications (MCSE, CCNA, AWS) are advantageous.
• Bachelor's degree in CS/Engineering or related field.
• Ability to work independently and manage priorities.

Responsibilities

• Provide expert-level technical support to enterprise customers, addressing complex software and hardware issues.
• Diagnose and troubleshoot advanced technical problems, performing root cause analysis.
• Collaborate with R&D, engineering, and product teams to elevate and resolve product defects and bugs.
• Develop and maintain comprehensive technical documentation and troubleshooting guides.
• Act as a technical point of contact for key accounts and build strong relationships.

Skills

Technical support

Remote teamwork

Troubleshooting

Communication

Education

Bachelor's degree in CS/Engineering or related field

Tools

Windows Server

Linux

AWS

Azure

Job description

About the Role

Our client, a leading global technology firm, is seeking a highly experienced Senior Remote Technical Support Engineer to join their fully remote team. This role is crucial for providing advanced technical assistance and resolving complex issues for our enterprise clients. You will serve as a subject matter expert, diagnosing intricate technical problems, and collaborating with engineering teams to develop effective solutions. The ideal candidate possesses a deep understanding of complex IT systems, exceptional troubleshooting skills, and a passion for problem-solving in a remote setting. This is an excellent opportunity for a seasoned professional to leverage their expertise in a challenging and rewarding environment, contributing to a company at the forefront of technological innovation.

Key Responsibilities

• Provide expert-level technical support to enterprise customers, addressing complex software and hardware issues.
• Diagnose and troubleshoot advanced technical problems, performing root cause analysis.
• Collaborate closely with R&D, engineering, and product teams to elevate and resolve product defects and bugs.
• Develop and maintain comprehensive technical documentation, including knowledge base articles, troubleshooting guides, and best practice documents.
• Act as a technical point of contact for key accounts, building strong relationships and trust.
• Conduct technical training sessions for customers and internal support teams.
• Monitor system performance and identify potential issues before they impact customers.
• Contribute to the continuous improvement of support processes and tools.
• Mentor junior support engineers and share technical expertise.

Requirements

• Minimum of 5-7 years of experience in technical support or systems engineering, with a focus on enterprise-level solutions.
• Extensive knowledge of operating systems (Windows Server, Linux), networking protocols, and cloud infrastructure (AWS, Azure).
• Proven ability to troubleshoot and resolve highly complex technical issues.
• Excellent analytical and problem-solving skills, with a methodical approach.
• Strong written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
• Experience working in a remote, global team environment.
• Relevant industry certifications (e.g., MCSE, CCNA, AWS Certified Solutions Architect) are highly advantageous.
• Bachelor's degree in Computer Science, Engineering, or a related technical field.
• Demonstrated ability to work independently and manage priorities effectively.

Benefits

• This role offers a highly competitive salary, comprehensive health and wellness benefits, and significant opportunities for career growth and professional development.
• As a fully remote position, you will enjoy the flexibility and autonomy of working from anywhere.
• Our client is committed to fostering a collaborative and innovative work environment.
• Join a team of talented professionals at the cutting edge of technology and contribute to shaping the future of our products.