Senior Technical Support Engineer - Enterprise Cloud (Cape Town)

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

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.