Senior Technical Support Engineer

Placements24; Cape Town; On-site; ZAR 680,000 - 900,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Relocation assistance

Employee stock purchase plan

Modern office facilities

Job summary

Placements24 is seeking a Senior Technical Support Engineer to join our client’s growing team in Cape Town, Western Cape. You will handle high-priority client escalations, perform deep root-cause analysis, and work with engineering to drive fixes and product improvements.

You’ll mentor junior engineers, develop advanced documentation, and monitor systems to prevent outages. A strong background in cloud platforms, scripting, databases, and APIs is essential for success in this roles.

Qualifications

• 5+ years in technical support, with at least 2 years in a senior or lead role.
• Strong cloud technology and enterprise software knowledge.
• Proficiency in scripting for automation and troubleshooting.
• Experience with APIs and web services.
• Capable of client-facing engagement from Cape Town, Western Cape.

Responsibilities

• Lead escalated technical support cases for complex client issues.
• Perform root cause analysis and implement permanent fixes.
• Collaborate with engineering to report bugs, suggest product enhancements, and test fixes.
• Develop and maintain advanced technical documentation and troubleshooting guides.
• Mentor junior support engineers and share knowledge across teams.
• Monitor system health and performance, identifying issues before customers are affected.
• Engage directly with enterprise clients for expert-level support and consultation.
• Stay updated on new product features and technologies for ongoing learning.
• Contribute to development and implementation of support tools and processes.
• Participate in on-call rotation to provide 24/7 coverage.

Skills

Cloud platforms (AWS/Azure/GCP)

Scripting (Python, Bash)

Databases (SQL/NoSQL)

Log analysis tools

Customer communication

Issue triage & multitasking

Education

Bachelor's degree or equivalent

Job description

About the Role

About the Role Our client, a fast-growing SaaS provider, is looking for an experienced Senior Technical Support Engineer to join their established team in Cape Town, Western Cape . This critical role involves providing in-depth technical assistance to clients, resolving complex issues, and contributing to the overall improvement of our client's support infrastructure. You will be a key point of contact for high-priority customer escalations, collaborating closely with engineering and product teams to ensure swift and effective resolutions. The successful candidate will leverage their expertise to troubleshoot intricate software and system problems, acting as a subject matter expert for support inquiries. We offer a challenging yet rewarding career path for professionals passionate about technology and customer success in the beautiful city of Cape Town . Join a company that values innovation and employee growth.

Key Responsibilities

• Lead the resolution of escalated technical support cases, acting as a primary point of contact for complex client issues.
• Perform in-depth root cause analysis for technical problems and implement permanent solutions.
• Collaborate with the engineering team to report bugs, suggest product enhancements, and test fixes.
• Develop and maintain advanced technical documentation, including troubleshooting guides and best practice documents.
• Mentor and provide technical guidance to junior support engineers.
• Proactively monitor system health and performance, identifying potential issues before they impact customers.
• Engage directly with enterprise clients to provide expert-level technical support and consultation.
• Stay abreast of new product features and technologies, ensuring continuous learning and knowledge sharing.
• Contribute to the development and implementation of support tools and processes.
• Participate in on-call rotation as needed to provide 24/7 support coverage.

Requirements

• Minimum of 5 years of experience in technical support, with at least 2 years in a senior or lead role.
• Deep understanding of cloud technologies (AWS, Azure, GCP) and enterprise software.
• Proficiency in scripting languages (e.g., Python, Bash) for automation and troubleshooting.
• Strong knowledge of databases (SQL, NoSQL) and networking concepts (TCP/IP, DNS, HTTP).
• Experience with log analysis tools and performance monitoring software.
• Excellent communication, presentation, and customer relationship management skills.
• Proven ability to manage multiple high-priority issues simultaneously.
• Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
• Experience working with APIs and web services.
• Ability to work effectively in a client-facing role in Cape Town, Western Cape .

Benefits

• Highly competitive salary and performance-based bonuses.
• Comprehensive medical, dental, and vision insurance.
• Generous retirement savings plan contributions.
• Opportunities for advanced technical training and certifications.
• A vibrant and collaborative work culture in scenic Cape Town .
• Relocation assistance may be available for qualified candidates.
• Employee stock purchase plan.
• Modern office facilities with excellent amenities.
• Regular team outings and social events.