Senior Technical Support Engineer

Placements24; Randburg; Hybrid; ZAR 900,000 - 1,200,000; Full time

Benefits offered by this job

Fully remote position with flexibility

Health, dental, and vision insurance (

Annual performance bonuses

Stock options

Professional development opportunities

Job summary

WhatJobs Direct is seeking a highly experienced Senior Technical Support Engineer for a fully remote role based from Randburg, Gauteng. You will resolve complex technical challenges, mentor junior team members, and contribute to improving our support infrastructure.

The ideal candidate has deep technical expertise in Windows Server, Linux, networking, cloud platforms, and demonstrates strong communication with technical and non-technical stakeholders.

Qualifications

• 7+ years in technical support or engineering role.
• Advanced troubleshooting in complex IT environments.
• Deep knowledge of Windows Server, Linux, networking and cloud platforms.
• Experience mentoring or leading technical teams.
• Excellent communication and problem-solving skills.
• Scripting experience (Python, PowerShell) desirable.
• Bachelor's degree in CS/Engineering or equivalent.
• Demonstrated remote-work experience and ability to manage multiple high-priority issues.

Responsibilities

• Provide expert-level technical support for complex hardware, software, and network issues.
• Diagnose, troubleshoot, and resolve critical incidents impacting user experience.
• Serve as an escalation point for challenging technical problems identified by the support team.
• Develop and maintain comprehensive technical documentation, including troubleshooting guides and knowledge base articles.
• Mentor and train junior technical support staff, fostering skill development.
• Analyze support trends and provide insights for product improvement and proactive issue prevention.
• Collaborate with engineering and product teams to address root causes of issues.
• Contribute to design and implementation of support tools and processes.
• Ensure adherence to SLAs and quality standards.
• Participate in on-call rotation for urgent support needs.

Skills

Advanced troubleshooting

Mentoring/leadership

Strong communication

Remote work experience

Multitasking

Education

Bachelor's degree in Computer Science or Engineering

Tools

Python

PowerShell

Job description

About the Role

Our client, WhatJobs Direct, is actively seeking a highly experienced and technically skilled Senior Technical Support Engineer to join their elite, fully remote team. This pivotal role is designed for an individual with a proven history of resolving complex technical challenges and a passion for driving exceptional customer satisfaction. You will be instrumental in providing advanced support, mentoring junior team members, and contributing to the enhancement of our technical support infrastructure. The ideal candidate possesses deep technical expertise, exceptional analytical skills, and the ability to communicate effectively with both technical and non-technical stakeholders. Working in a remote-first environment, you will be a key player in ensuring the seamless operation and continuous improvement of our user-facing systems. This position, based within the Randburg, Gauteng, ZA region, offers the ultimate flexibility of a fully remote setup, allowing you to work from anywhere while making a significant impact. We champion a culture of innovation, collaboration, and continuous learning in our remote operations.

Key Responsibilities

• Provide expert-level technical support for complex hardware, software, and network issues.
• Diagnose, troubleshoot, and resolve critical incidents impacting user experience.
• Serve as an escalation point for challenging technical problems identified by the support team.
• Develop and maintain comprehensive technical documentation, including troubleshooting guides and knowledge base articles.
• Mentor and train junior technical support staff, fostering skill development.
• Analyze support trends and provide insights for product improvement and proactive issue prevention.
• Collaborate closely with engineering and product development teams to address root causes of issues.
• Contribute to the design and implementation of support tools and processes.
• Ensure adherence to service level agreements (SLAs) and quality standards.
• Participate in on-call rotation for urgent support needs as required.

Requirements

• Minimum of 7 years of experience in technical support or a similar engineering role.
• Advanced troubleshooting skills for complex IT environments.
• In-depth knowledge of operating systems (Windows Server, Linux), networking protocols, and cloud platforms.
• Proven experience mentoring or leading technical teams.
• Exceptional communication, interpersonal, and problem-solving abilities.
• Experience with scripting languages (e.g., Python, PowerShell) is highly desirable.
• Proficiency in using advanced diagnostic and ticketing tools.
• Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent experience.
• Demonstrated success in a fully remote work environment.
• Strong ability to manage multiple high-priority issues simultaneously.

Benefits

• Highly competitive annual salary of ZAR.
• Fully remote position with unparalleled flexibility.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off and company holidays.
• 401(k) retirement plan with company match.
• Opportunities for advanced training, certifications, and professional development.
• Access to state-of-the-art remote work tools and technologies.
• Collaborative and supportive virtual team culture.
• Annual performance bonuses.
• Employee stock options.