Senior Technical Support Engineer - Remote

Placements24; Polokwane; Hybrid; ZAR 1,477,000 - 1,969,000; Full time

Benefits offered by this job

Premium health coverage

Generous paid time off

Professional development opportunities

Job summary

WhatJobs Direct is seeking a Senior Technical Support Engineer to join our fully remote team. You will deliver advanced technical assistance, diagnose complex issues, and contribute to robust support solutions from anywhere in the world.

Based remotely with a tie to Polokwane, Limpopo, ZA, you will mentor staff, manage high-priority tickets, and collaborate with engineering to drive product excellence while maintaining strict SLAs and continuous improvement in a remote-first environment.

Qualifications

• Minimum 5 years in technical support or a similar role with a proven record of resolving complex issues.
• Experience with CRM systems, ticketing software, and remote support tools.
• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.

Responsibilities

• Provide expert-level technical support and troubleshooting for advanced product issues across platforms.
• Analyze complex technical problems, identify root causes, and implement effective solutions.
• Develop and maintain technical documentation, knowledge base articles, and training materials.
• Collaborate with engineering and product teams to provide feedback on issues and enhancements.
• Mentor and guide junior technical support staff on best practices and troubleshooting techniques.

Skills

Five years experience

Education

Bachelor’s degree in Computer Science / IT

Tools

CRM systems

Ticketing software

Remote support tools

Job description

About the Role

Our client, WhatJobs Direct, is seeking a highly skilled and experienced Senior Technical Support Engineer to join their exclusively remote team. This pivotal role involves providing advanced technical assistance to clients, diagnosing complex issues, and contributing to the development of robust support solutions. As a fully remote organization, we foster a culture of autonomy, collaboration, and continuous improvement, empowering our engineers to excel from anywhere. If you possess a deep technical acumen, exceptional problem-solving skills, and thrive in a challenging, virtual environment, this opportunity based in Polokwane, Limpopo, ZA is for you. You will be instrumental in ensuring our clients receive top-tier technical support, driving satisfaction and loyalty.

Key Responsibilities

• Provide expert-level technical support and troubleshooting for advanced product issues across various platforms.
• Analyze complex technical problems, identify root causes, and implement effective solutions.
• Develop and maintain comprehensive technical documentation, knowledge base articles, and training materials.
• Collaborate closely with engineering and product development teams to provide feedback on product issues and enhancements.
• Mentor and guide junior technical support staff, sharing best practices and advanced troubleshooting techniques.
• Manage and prioritize a queue of high-priority support tickets, ensuring adherence to Service Level Agreements (SLAs).
• Proactively identify potential issues and develop preventative solutions to enhance system stability.
• Participate in on-call rotation and after-hours support as needed.
• Contribute to the continuous improvement of support processes, tools, and workflows within a remote-first framework.
• Stay up-to-date with the latest technological advancements relevant to our products and services.

Requirements

• Minimum of 5 years of experience in technical support, systems administration, or a similar role, with a proven track record in complex issue resolution.
• In-depth knowledge of (mention specific technologies relevant to the fictional company, e.g., networking protocols, operating systems, cloud platforms, specific software suites).
• Excellent analytical, diagnostic, and problem-solving skills.
• Superior verbal and written communication skills, with the ability to articulate technical information clearly to both technical and non-technical audiences.
• Experience with CRM systems, ticketing software, and remote support tools.
• Demonstrated ability to work independently, manage multiple priorities, and meet deadlines in a remote work environment.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• A stable, high-speed internet connection and a dedicated, ergonomic workspace are mandatory for this fully remote position.
• Must be based in or able to work remotely with an effective tie to Polokwane, Limpopo, ZA.

Benefits

Our client offers a highly competitive salary commensurate with experience, along with a comprehensive benefits package.

• Premium health coverage
• Generous paid time off
• Opportunities for professional development, including certifications and advanced training

We provide a collaborative virtual environment, access to cutting-edge tools, and the flexibility to work from home. Join our team and contribute your expertise to providing exceptional technical support globally.