Senior Technical Support Engineer - Hybrid

Placements24; Mtubatuba Local Municipality; Hybrid; ZAR 450,000 - 700,000; Full time

Benefits offered by this job

Competitive salary package

Medical aid

Provident fund

Job summary

Placements24 is seeking a skilled Customer Support Engineer to join the technical support division. The role involves troubleshooting complex hardware and software issues, providing solutions, and acting as a liaison between customers and engineering teams in a hybrid setup at Richards Bay, KwaZulu-Natal.

Ideal candidates have a strong technical aptitude, 4+ years in technical or customer support engineering, and excellent communication skills to clearly convey complex concepts.

Qualifications

• Bachelor's degree in CS, Engineering, or related field.
• At least 4 years in technical or customer support engineering.
• Strong analytical and problem-solving abilities.
• Experience with diagnostic tools and ticketing systems.
• Excellent verbal and written communication; able to explain technical concepts.

Responsibilities

• Provide advanced technical support to customers via multiple channels (phone, email, ticketing system).
• Diagnose, troubleshoot, and resolve complex hardware and software issues.
• Replicate customer issues in a test environment for analysis and resolution.
• Document all technical issues, troubleshooting steps, and resolutions accurately.
• Collaborate with R&D and engineering teams to identify product bugs and improvements.
• Develop and maintain technical documentation, including FAQs and troubleshooting guides.
• Assist in the training of junior support staff on technical aspects of products.
• Manage customer expectations and provide regular updates on issue status.
• Contribute to the continuous improvement of support processes and tools.
• Ensure timely and effective resolution of all assigned technical support tickets.

Skills

Analytical problem solving

Ticketing systems

Diagnostic tools

Communication skills

Hybrid work experience

Education

Bachelor's degree in Computer Science or Engineering

Tools

Ticketing systems

Diagnostic tools

Job description

Placements24 is seeking a skilled Customer Support Engineer to join the technical support division. The role involves troubleshooting complex hardware and software issues, providing solutions, and acting as a liaison between customers and engineering teams in a hybrid setup at Richards Bay, KwaZulu-Natal.

Ideal candidates have a strong technical aptitude, 4+ years in technical or customer support engineering, and excellent communication skills to clearly convey complex concepts.