Senior Technical Support Analyst - Randburg (Remote)

Placements24; Randburg; Hybrid; ZAR 600,000 - 1,100,000; Full time

Benefits offered by this job

Competitive salary

Health insurance

Retirement benefits

Paid time off

Remote work

Job summary

Placements24 is seeking a Senior Technical Support Analyst for a fully remote role across South Africa. You will provide expert-level support for complex enterprise software, act as the escalation point for critical incidents, and diagnose issues to ensure maximum uptime for a global client base.

The ideal candidate has 5–7 years of advanced technical support experience, a technical degree, strong troubleshooting, and excellent communication.

Qualifications

• Bachelor's degree in a technical field.
• 5–7 years of advanced technical support or systems engineering experience.
• Proven expertise in troubleshooting complex enterprise software and systems.
• Strong communication and collaboration skills.

Responsibilities

• Provide expert-level troubleshooting for complex technical issues.
• Serve as primary technical escalation point for critical incidents.
• Analyze logs and performance data to diagnose root causes.
• Develop and maintain documentation for solutions and workarounds.
• Collaborate with development, QA, and product teams on defects.
• Mentor junior staff and share best practices.
• Conduct RCA for major incidents and implement fixes.
• Improve support processes and tools.
• Handle multiple high-priority cases in a fast-paced environment.
• Engage with enterprise clients to provide guidance and support.

Skills

Enterprise troubleshooting

Advanced diagnostics

AWS & Azure

SQL & networks

Analytical thinking

Communication

Remote work

Documentation

Mentoring

Education

Bachelor's degree in Computer Science or related field

Job description

About the Role

Our client, a global leader in enterprise software solutions, is seeking a highly skilled and experienced Senior Technical Support Analyst for a fully remote position. This critical role involves providing advanced technical support, troubleshooting complex issues, and acting as a technical point of escalation for high-priority customer incidents. You will leverage your deep technical expertise to diagnose and resolve challenging problems, ensuring maximum uptime and customer satisfaction. This is an exceptional opportunity for a seasoned professional to join a renowned company, work with cutting-edge technology, and contribute to the success of a global client base. If you possess strong analytical skills, extensive troubleshooting experience, and a passion for technical excellence, this remote role is for you. We are committed to fostering a high-performance, remote-first culture. This position is fully remote, allowing you to work from anywhere within South Africa.

Key Responsibilities

• Provide expert-level troubleshooting and problem resolution for complex technical issues.
• Serve as a primary technical escalation point for critical customer incidents.
• Analyze system logs, error messages, and performance data to diagnose root causes.
• Develop and maintain comprehensive documentation for technical solutions and workarounds.
• Collaborate closely with development, QA, and product management teams to address product defects.
• Mentor and guide junior support staff, sharing technical knowledge and best practices.
• Conduct root cause analysis (RCA) for major incidents and implement preventative measures.
• Contribute to the improvement of support processes and tools.
• Manage multiple high-priority cases concurrently in a fast-paced environment.
• Engage directly with enterprise clients to provide technical guidance and support.

Requirements

• Bachelor's degree in Computer Science, Engineering, or a related technical field.
• Minimum of 5-7 years of experience in advanced technical support or systems engineering.
• Proven expertise in troubleshooting complex enterprise software and systems.
• Deep understanding of (Specific Technologies relevant to enterprise software, e.g., SQL, network protocols, operating systems).
• Experience with diagnostic tools and performance monitoring solutions.
• Excellent analytical, problem-solving, and critical thinking skills.
• Exceptional communication, presentation, and interpersonal skills, with the ability to communicate effectively with technical and non-technical stakeholders.
• Ability to work independently, manage time effectively, and thrive in a remote work environment.
• Experience with cloud environments (AWS, Azure) is highly desirable.
• Must be legally authorized to work in South Africa and possess a reliable internet connection and home office setup.

Benefits

• Top-tier compensation package including a competitive salary and bonuses.
• Comprehensive health insurance and retirement benefits.
• Generous paid time off and flexible working hours.
• Opportunities for advanced technical training and certifications.
• Work remotely with a globally recognized company.