Senior Technical Support Analyst

Placements24; Rustenburg; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Remote work

Health insurance

Stock options

Career development opportunities

Job summary

Placements24 seeks a Senior Technical Support Analyst for a fully remote role in South Africa. You will provide expert-level support for enterprise software, diagnose complex issues, and ensure client satisfaction across distributed teams.

Role requires 5+ years in senior support or systems engineering, strong troubleshooting, Windows/Linux, scripting (Python/PowerShell), cloud platforms (AWS/Azure), and CRM/ticketing (Salesforce, ServiceNow). Remote-first culture with on-call rotation.

Qualifications

• Minimum of 5 years in a senior technical support or similar role.
• Troubleshoot complex software applications, databases, and networks.
• Strong analytical and debugging skills; ability to explain technical concepts.
• Experience with CRM/ticketing systems and remote-first work.

Responsibilities

• Provide advanced technical support for complex software issues.
• Diagnose root causes using logs and performance data.
• Serve as resource for Tier 1/2 teams with guidance and training.
• Collaborate with engineering and product teams to fix defects.
• Maintain knowledge base with solutions and best practices.

Skills

Troubleshooting

Communication

Time management

Remote work

Education

Bachelors in CS

Tools

Salesforce

ServiceNow

Job description

About the Role

Our client, a leading provider of enterprise software solutions, is actively seeking a highly skilled and experienced Senior Technical Support Analyst to join their globally distributed team. This is a **fully remote** position, offering the flexibility to work from anywhere in **South Africa**. You will be responsible for providing expert-level technical support, troubleshooting complex issues, and driving customer satisfaction for our enterprise clients. This role requires a deep understanding of our client's software suite and the ability to diagnose and resolve intricate technical challenges. We foster a remote-first culture that emphasizes collaboration, continuous learning, and employee empowerment. If you are a seasoned support professional looking for a challenging and rewarding remote opportunity, this is the role for you.

Key Responsibilities

• Provide advanced technical support and troubleshooting for complex software issues escalated from lower support tiers.
• Diagnose and resolve intricate technical problems, including performance issues, bugs, and integration challenges.
• Serve as a technical resource for Tier 1 and Tier 2 support teams, providing guidance and training.
• Analyze system logs, error messages, and performance data to identify root causes of issues.
• Document solutions, workarounds, and best practices in the company knowledge base.
• Collaborate closely with engineering, product management, and quality assurance teams to report and resolve software defects.
• Proactively identify trends in support issues and recommend product improvements or training materials.
• Manage client expectations and communicate effectively regarding issue status and resolution timelines.
• Participate in on-call rotation to provide after-hours support as needed.

Requirements

• Minimum of 5 years of experience in a senior technical support, systems engineering, or similar role.
• Proven expertise in troubleshooting complex software applications, databases, and network environments.
• Strong understanding of operating systems (Windows, Linux), scripting languages (e.g., Python, PowerShell), and cloud technologies (AWS, Azure).
• Excellent analytical, problem-solving, and debugging skills.
• Exceptional communication and interpersonal skills, with the ability to clearly articulate technical information to both technical and non-technical audiences.
• Experience with enterprise-level CRM and ticketing systems (e.g., Salesforce, ServiceNow).
• Ability to work autonomously and manage time effectively in a **fully remote** environment.
• A bachelor's degree in Computer Science, Engineering, or a related field is highly preferred.
• Previous experience in a remote-first or distributed team is a significant advantage.

Benefits

• Our client offers a competitive salary of ** R per annum**, along with performance-based bonuses and stock options.
• This **fully remote** position provides ultimate flexibility and work-life balance.
• We offer a comprehensive benefits package including health insurance, retirement contributions, and generous paid time off.
• Opportunities for continuous learning, professional certifications, and career advancement within a leading global software company are extensive.
• Join a team that values innovation, collaboration, and employee well-being, and make a significant impact from **Rustenburg, North West, ZA** or any location in South Africa.