Senior Remote Technical Support Specialist - WhatJobs Direct

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

About the Role

Our client, a global leader in providing innovative software solutions, is seeking an experienced Senior Remote Technical Support Specialist to join their expanding virtual team. This role is crucial for delivering advanced technical assistance and ensuring optimal performance of our client's platform for a diverse international clientele. Operating entirely remotely, you will leverage your deep technical expertise to diagnose, troubleshoot, and resolve complex issues, acting as a primary escalation point for challenging cases. We are looking for highly motivated individuals who excel in independent work, possess exceptional problem-solving skills, and are dedicated to providing unparalleled customer support. This is a remote-first position, offering significant flexibility and the opportunity to contribute to a cutting-edge technology company from anywhere. Join our client and be part of a collaborative environment that values innovation, continuous learning, and client success. You will have the opportunity to mentor junior staff and contribute to the strategic direction of the support function. Our client is committed to fostering a culture of excellence and providing ample resources for professional growth within a remote setting.

Key Responsibilities

• Provide high-level technical support for complex issues related to our client's software platform.
• Diagnose, troubleshoot, and resolve intricate technical problems across various operating systems and environments.
• Serve as an escalation point for junior support staff, offering guidance and expertise.
• Develop and maintain detailed technical documentation, including advanced troubleshooting guides and best practices.
• Collaborate closely with engineering and product teams to identify root causes and advocate for product improvements.
• Reproduce complex bugs and provide clear, detailed reports for development teams.
• Monitor system health and performance, proactively identifying and addressing potential issues.
• Participate in training sessions for clients and internal teams on advanced platform features.
• Contribute to the continuous improvement of support processes, tools, and knowledge base content.
• Ensure timely and effective communication with clients throughout the resolution process.

Requirements

• Extensive experience (5+ years) in technical support, system administration, or a similar advanced role, preferably within a SaaS or enterprise software environment.
• Expertise in troubleshooting complex software and hardware issues.
• Strong understanding of network protocols, databases, and server infrastructure.
• Proficiency in scripting languages (e.g., Python, PowerShell) and experience with cloud platforms (AWS, Azure) is highly desirable.
• Exceptional analytical, problem-solving, and critical‑thinking skills.
• Outstanding communication and interpersonal abilities, with the capacity to explain complex technical concepts to various audiences.
• Proven ability to work independently, manage time effectively, and meet deadlines in a remote work setting.
• Experience with debugging tools and log analysis.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.
• Leadership potential and experience mentoring junior team members are a plus.

Benefits

• Fully remote work opportunity with flexible scheduling.
• Highly competitive salary and bonus structure.
• Premium health, dental, and vision insurance coverage.
• Generous retirement savings plan with employer match.
• Extensive opportunities for professional development, certifications, and advancement.
• Access to cutting‑edge technology and tools.
• A dynamic, innovative, and collaborative global team culture.
• Home office equipment and stipend.
• Generous paid time off and company holidays.
• Opportunities to lead projects and impact strategic decisions.