Senior SaaS Support Engineer (Hybrid)

Placements24

Johannesburg

Hybrid

ZAR 550,000 - 850,000

Full time

35 hours ago

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Benefits offered by this job

Competitive salary

Health benefits

Professional development

Collaborative environment

Generous PTO

Tech training

Innovative products support

Job summary

Placements24 in Johannesburg, Gauteng, is seeking a Senior Customer Support Specialist to join a cloud-based solutions leader. You will provide advanced technical support, troubleshoot complex issues, and mentor junior staff in a hybrid work setup.

The role requires 5+ years of SaaS support, strong networking and cloud knowledge, and experience with Salesforce or Zendesk. You will collaborate across teams to improve service and ensure high customer satisfaction.

Qualifications

Minimum 5 years in customer support or technical helpdesk (SaaS preferred).
Strong troubleshooting across operating systems, platforms, and networks.
Proven experience with Salesforce or Zendesk and CRM systems.

Responsibilities

Provide Tier 2 and Tier 3 technical support for software and hardware issues.
Troubleshoot, diagnose, and resolve complex customer problems promptly.
Escalate critical issues to management or engineering teams for resolution.
Document all support interactions and solutions in the CRM system.
Develop and maintain a knowledge base of common issues and resolutions.
Conduct customer training sessions on product features and best practices.
Collaborate across teams to identify root causes of recurring problems.
Gather customer feedback to inform product development and service improvements.
Mentor junior support staff and assist in their development.
Ensure high customer satisfaction through proactive, responsive support.