Senior Technical Support Engineer - Complex Troubleshooting

Placements24

Mossel Bay

On-site

ZAR 300,000 - 420,000

Full time

5 days ago

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Benefits offered by this job

Competitive salary

Medical and retirement benefits

Professional development

Paid time off

Coastal location

Job summary

Placements24 in Mossel Bay is seeking a highly skilled Technical Support Specialist to join our client’s team, providing advanced technical assistance to customers and resolving complex issues. You will work closely with engineering and product teams to diagnose and troubleshoot problems, ensuring high customer satisfaction and product reliability.

You will collaborate with engineering, document solutions, and deliver remote or on-site training.

Qualifications

Proven experience as a Technical Support Specialist or similar role.
Strong troubleshooting for hardware, software and network issues.
Excellent written and verbal communication; able to explain technical concepts clearly.
Experience with CRM software and support ticketing systems.

Responsibilities

Provide advanced technical support and troubleshooting for customer issues via phone, email, and ticketing systems.
Diagnose, document, and resolve complex technical problems, escalating when necessary.
Collaborate with engineering and product teams to identify root causes and implement solutions.
Create and maintain technical documentation, knowledge base articles, and FAQs for customer reference.
Conduct remote or on-site training sessions for customers on product usage and troubleshooting.
Analyze support trends to identify product improvements and training needs.