Senior Tech Support Engineer – Cape Town (Remote-Ready)

SA Commercial Business Process Outsourcing, SA; Cape Town; Remote; ZAR 480,000 - 600,000; Full time

Benefits offered by this job

Competitive salary

Cape Town location

Training & development

Remote-capable organization

Job summary

SA Commercial Business Process Outsourcing, SA is seeking a Senior Customer Support Specialist (Technical) in Cape Town. The role focuses on delivering expert technical assistance and acting as a product specialist for a diverse customer base.

You will diagnose complex issues, guide users through troubleshooting steps, and collaborate with internal teams to address bugs and feature requests while maintaining high customer satisfaction. This position supports a remote-capable organization.

Qualifications

• Proven experience in high-level technical support or engineering roles.
• Strong customer-facing communication and problem-solving abilities.
• Ability to diagnose complex software/hardware issues and guide users.

Responsibilities

• Provide high-level technical support via phone, email, and chat.
• Diagnose and troubleshoot complex software and hardware issues.
• Escalate unresolved issues to engineering/product teams and track resolutions.
• Document customer interactions, steps, and solutions in the ticketing system.
• Develop and maintain technical support documentation and knowledge base.
• Mentor junior staff on technical areas and best practices.
• Identify trends and provide feedback for product improvements.
• Ensure timely, accurate, and professional customer support.
• Participate in product testing and usability feedback.
• Manage the support ticketing workflow for efficiency.

Skills

Technical troubleshooting

Customer service oriented

Effective communication

Team collaboration

Analytical thinking

Tools

Zendesk

Jira Service Desk

Remote support tools

Job description

SA Commercial Business Process Outsourcing, SA is seeking a Senior Customer Support Specialist (Technical) in Cape Town. The role focuses on delivering expert technical assistance and acting as a product specialist for a diverse customer base.

You will diagnose complex issues, guide users through troubleshooting steps, and collaborate with internal teams to address bugs and feature requests while maintaining high customer satisfaction. This position supports a remote-capable organization.