Senior Technical Support Engineer (Remote)

Placements24; Durban; Hybrid; ZAR 700,000 - 1,100,000; Full time

Benefits offered by this job

Health insurance

Remote work stipend

Career development & certifications

Job summary

Placements24 seeks a Senior Technical Support Engineer to join a fully remote team serving a global client base. You will diagnose complex issues across networks, OS, and cloud services, and drive permanent fixes with cross-functional teams.

You will mentor juniors, document solutions, and help evolve support processes while staying current on technologies and industry trends. This role offers remote work with 24/7 on-call coverage as needed.

Qualifications

• Bachelor's degree or equivalent practical experience in CS/IT/Engineering.
• 5+ years in technical support, systems administration or related IT role.
• In-depth knowledge of Windows, Linux, macOS, TCP/IP, DNS, DHCP, and virtualization.
• Experience troubleshooting cloud-based services and applications.
• Scripting skills (Bash, Python) for automation are a plus.
• Excellent analytical and communication skills.
• Ability to work independently in a remote setting and manage time well.
• ITIL experience is desirable.

Responsibilities

• Provide advanced technical support to clients via phone, email and ticketing systems for hardware, software and network issues.
• Diagnose, troubleshoot and resolve complex technical problems efficiently.
• Document issues, solutions and workarounds in a knowledge base.
• Collaborate with development and QA to identify, reproduce and fix bugs.
• Develop and maintain technical documentation and user guides.
• Contribute to improving support processes and tools.
• Train and mentor junior engineers and manage escalations.
• Stay updated on new technologies and product updates.
• Participate in on-call rotation for 24/7 coverage.

Skills

Networking

Windows

Linux

macOS

Cloud troubleshooting

Automation scripting

ITIL (desirable)

Remote work

Education

Bachelor's degree in Computer Science/IT/Engineering or equivalent

Tools

Virtualization technologies

Bash

Python

Job description

About the Role

Our client, a leading innovator in cloud-based solutions, is seeking a highly skilled and experienced Senior Technical Support Engineer to join their fully remote team. This role is crucial for providing expert-level technical assistance to our global clientele, ensuring seamless operation and rapid resolution of complex technical issues. You will be the primary point of contact for challenging support tickets, diagnosing intricate problems, and delivering effective solutions across our product suite. The ideal candidate possesses a profound understanding of network infrastructure, operating systems, and software troubleshooting, coupled with outstanding communication skills. You will work collaboratively with engineering and product teams to identify root causes and implement permanent fixes, contributing significantly to customer satisfaction and product reliability. This is an unparalleled opportunity for a seasoned technical professional to contribute remotely to a cutting-edge technology company.

Key Responsibilities

• Provide advanced technical support to clients via phone, email, and ticketing systems, addressing complex hardware, software, and network issues.
• Diagnose, troubleshoot, and resolve intricate technical problems efficiently and effectively.
• Document technical issues, solutions, and workarounds in a comprehensive knowledge base.
• Collaborate closely with software development and quality assurance teams to identify, replicate, and resolve bugs.
• Develop and maintain technical documentation, user guides, and support resources.
• Contribute to the continuous improvement of support processes and tools.
• Train and mentor junior support engineers, sharing technical expertise and best practices.
• Manage critical support escalations, ensuring timely resolution and client satisfaction.
• Stay abreast of new technologies, product updates, and industry trends.
• Participate in on-call rotation to provide 24/7 support coverage as needed.

Requirements

• A Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
• 5+ years of experience in technical support, systems administration, or a related IT role.
• In-depth knowledge of operating systems (Windows, Linux, macOS), network protocols (TCP/IP, DNS, DHCP), and virtualization technologies.
• Proficiency in troubleshooting cloud-based services and applications.
• Experience with scripting languages (e.g., Bash, Python) for automation is a significant plus.
• Excellent analytical, problem‑solving, and diagnostic skills.
• Exceptional verbal and written communication skills, with the ability to explain complex technical concepts clearly.
• Proven ability to work independently and manage time effectively in a remote work environment.
• Experience with ITIL frameworks is desirable.
• A customer‑centric approach and a passion for delivering outstanding technical support.

Benefits

• Our client offers a highly competitive salary, commensurate with your advanced technical skills and experience.
• You’ll enjoy the flexibility and autonomy of working from anywhere.
• You’ll be part of a global team at the forefront of cloud technology innovation.
• We provide substantial opportunities for professional development, including certifications and training.
• comprehensive health insurance
• a generous retirement savings plan
• a remote work stipend
• Join a company that values expertise and empowers its employees to excel in a dynamic, technologically advanced field.