Senior Technical Support Engineer

Placements24; South Africa; On-site; ZAR 700,000 - 1,000,000; Full time

Benefits offered by this job

Medical coverage

Professional certifications

Relocation assistance

Bonuses

Retirement plan

Team events

Job summary

Placements24 in Richards Bay, KwaZulu-Natal, South Africa, seeks a Senior Technical Support Engineer to join our on-site team. You will provide advanced technical assistance for enterprise software, mentor junior engineers, and help enhance support infrastructure.

You will diagnose complex issues, analyze logs, coordinate with engineering, document procedures, and deliver demonstrations to clients while staying current with product updates and best practices.

Qualifications

• Bachelor’s degree in Computer Science, Engineering, or related field.
• 5+ years in technical support or engineering for enterprise software.
• Strong troubleshooting, communication, and mentoring skills.

Responsibilities

• Provide in-depth technical support for complex enterprise software issues.
• Analyze logs and diagnostics to identify root causes.
• Develop and implement solutions with minimal client impact.
• Collaborate with engineering to report bugs and suggest improvements.
• Create and maintain detailed troubleshooting guides.
• Train and mentor junior support engineers.
• Manage client escalations to ensure timely resolutions.
• Conduct product demonstrations and client trainings.
• Stay current with product updates and best practices.
• Log all activities accurately in the ticketing system.

Skills

Server administration

Networking concepts

Database management

Scripting (Python, Bash)

English fluency

Leadership mentoring

Education

Bachelor's degree in Computer Science, Engineering, or related field

Job description

Our client, a rapidly expanding enterprise software company, is looking for a seasoned Senior Technical Support Engineer to join their dedicated support team in Richards Bay, KwaZulu-Natal, ZA . In this critical role, you will be instrumental in providing advanced technical assistance to our corporate clients, tackling intricate issues that require deep system knowledge and problem-solving expertise. You will act as a mentor to junior team members and contribute to enhancing our support infrastructure. This is an on-site position, offering the chance to be fully immersed in our collaborative and energetic office environment located in the heart of Richards Bay . We are passionate about delivering top-tier support and are seeking individuals who share this commitment. If you are an experienced support professional with a strong technical background and a desire to make a significant impact, we encourage you to apply. This role offers substantial growth potential within a company that values innovation and employee development.

Key Responsibilities

• Provide in-depth technical support and troubleshooting for complex client issues related to our enterprise software suite.
• Analyze system logs, error messages, and diagnostic information to identify root causes of problems.
• Develop and implement effective solutions for reported technical challenges, ensuring minimal disruption to client operations.
• Collaborate with engineering and product teams to report bugs and suggest product improvements.
• Create and maintain detailed technical documentation, including troubleshooting guides and best practices.
• Train and mentor junior support engineers, sharing knowledge and expertise.
• Manage client escalations, ensuring timely and satisfactory resolution.
• Conduct product demonstrations and training sessions for clients as needed.
• Stay current with product updates, new features, and industry best practices.
• Ensure all support activities are logged accurately and efficiently in the ticketing system.

Requirements

• Minimum of 5 years of experience in a technical support or engineering role, with a focus on enterprise software.
• In-depth knowledge of server administration (Windows/Linux), networking concepts, and database management.
• Proven ability to diagnose and resolve complex technical problems under pressure.
• Experience with scripting languages (e.g., Python, Bash) is a significant advantage.
• Excellent communication, presentation, and customer-facing skills.
• Bachelor\'s degree in Computer Science, Engineering, or a related technical field.
• Demonstrated leadership qualities and the ability to mentor junior staff.
• Strong analytical and problem-solving capabilities.
• Familiarity with cloud platforms (AWS, Azure, GCP) is a plus.
• Must be fluent in English with excellent written and verbal communication abilities.
• Willingness to work on-site in Richards Bay, KwaZulu-Natal, ZA .

Benefits

• Attractive salary package commensurate with experience.
• Comprehensive medical and dental coverage.
• Opportunities for advanced technical certifications.
• Dedicated on-site work environment with modern facilities.
• Retirement savings plan with company contributions.
• Performance-based bonuses.
• Relocation assistance available for qualified candidates.
• Regular professional development workshops.
• Dynamic and team-oriented workplace culture.
• Company-sponsored social events and team-building activities.