Senior Remote Technical Support Engineer

Placements24; Sandton; Hybrid; ZAR 700,000 - 1,000,000; Full time

Benefits offered by this job

Fully remote

Medical coverage

Retirement contributions

Paid time off

Training opportunities

Job summary

Placements24 is seeking a highly experienced Senior Technical Support Specialist to join the client's remote-first support team. This fully remote role focuses on providing advanced technical assistance to clients and acting as a key escalation point for complex software issues.

You will diagnose issues, mentor junior staff, and contribute to knowledge base articles and support processes while staying up-to-date with product features and industry trends.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field or equivalent practical experience.
• Minimum 5 years in technical support, software troubleshooting, or related IT role.
• Proven ability to diagnose and resolve complex software issues in enterprise environments.
• Strong understanding of Windows/Linux, networking and databases.
• Excellent analytical, problem-solving and communication skills.
• Proficiency with remote support tools and ticketing systems (Zendesk, Jira Service Desk).
• Ability to work independently and manage multiple priorities in a remote setting.
• Experience in scripting or programming is a plus.

Responsibilities

• Provide Tier 3 technical support for complex software issues via phone, email, and remote access tools.
• Diagnose, troubleshoot, and resolve software bugs, performance issues, and integration challenges.
• Escalate unresolved issues to engineering and development teams with detailed information.
• Develop and maintain knowledge base articles, FAQs and troubleshooting guides.
• Assist in installation, configuration and deployment of software remotely.
• Train and mentor junior support staff, sharing expertise and best practices.
• Analyze support trends and provide feedback for product improvement.
• Manage client relationships with timely and effective resolutions.
• Contribute to development and refinement of support processes.

Skills

Analytical thinking

Problem solving

Communication skills

Remote work

Independent work

Education

Bachelor's degree in CS/IT

Tools

Zendesk

Jira Service Desk

CRM software

Job description

Placements24 is seeking a highly experienced Senior Technical Support Specialist to join the client's remote-first support team. This fully remote role focuses on providing advanced technical assistance to clients and acting as a key escalation point for complex software issues.

You will diagnose issues, mentor junior staff, and contribute to knowledge base articles and support processes while staying up-to-date with product features and industry trends.