Senior Technical Support Engineer - Remote

Placements24; Randburg; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Health insurance

Retirement plan

Performance bonuses

Learning stipends

Remote work flexibility

Job summary

Placements24 is seeking a Senior Technical Support Engineer to join its fully remote team. You will provide advanced technical assistance, handle complex incidents, and mentor junior engineers from your home office.

The role emphasizes deep networking, Windows/Linux expertise, cloud platforms, scripting, and documenting best practices while collaborating with engineering to drive permanent fixes and process improvements.

Qualifications

• 6+ years in technical support, systems admin, or related engineering role.
• Deep knowledge of networking, Windows Server, Linux, virtualization, and cloud (AWS/Azure).
• Scripting for automation (Python, PowerShell) is highly desirable.
• Strong communication and ability to work autonomously in a remote setup.
• Bachelor's degree in CS/Engineering or equivalent experience.

Responsibilities

• Provide high-level remote technical support for complex product issues.
• Diagnose and resolve critical system and application problems through in-depth analysis.
• Create and maintain advanced technical docs and knowledge base articles.
• Serve as escalation point for Tier 2/3 support.
• Collaborate with engineering to identify root causes and permanent fixes.
• Mentor other support engineers and share best practices.
• Identify recurring issues and propose proactive solutions.
• Contribute to tools, processes, and workflows improvement.
• Manage customer expectations during critical incidents.
• Stay current with product updates and industry trends.

Skills

Technical support

System administration

Networking

Cloud platforms

Python scripting

PowerShell scripting

Remote work

Communication skills

Education

Bachelor's degree in CS/Engineering

Tools

Windows Server

Linux

AWS

Azure

VMware

Job description

About the Role

Our client, a prominent international technology provider, is seeking an experienced Senior Technical Support Engineer to join their dynamic, fully remote team. This senior position is crucial for providing advanced technical assistance and complex problem resolution to their global clientele. You will be responsible for tackling intricate technical challenges, mentoring junior engineers, and contributing to the improvement of support processes and tools. The ideal candidate possesses deep technical expertise, exceptional analytical skills, and a proven track record of delivering outstanding support in a remote-first environment. This is a significant opportunity to leverage your skills and experience in a challenging and rewarding role, working from the convenience of your home office and impacting the success of a leading technology firm.

Key Responsibilities

• Provide high-level technical support and troubleshooting for complex product issues via remote channels.
• Diagnose, analyze, and resolve critical system and application problems, often involving in-depth investigation.
• Develop and maintain advanced technical documentation, knowledge base articles, and best practice guides.
• Act as a technical escalation point for Tier 2 and Tier 3 support issues.
• Collaborate with engineering and product development teams to identify root causes and implement permanent solutions.
• Mentor and train other support engineers, sharing expertise and best practices.
• Identify recurring issues and propose proactive solutions to prevent future occurrences.
• Contribute to the continuous improvement of support tools, processes, and workflows.
• Manage customer expectations and communicate effectively during critical issue resolution.
• Stay current with product updates and industry advancements.

Requirements

• Minimum of 6 years of experience in technical support, system administration, or a related engineering role, with a focus on complex problem-solving.
• Deep understanding of networking protocols, operating systems (Windows Server, Linux), virtualization technologies, and cloud platforms (AWS, Azure).
• Proven experience with scripting languages (e.g., Python, PowerShell) for automation is highly desirable.
• Excellent analytical, troubleshooting, and diagnostic skills.
• Exceptional communication and interpersonal skills, with the ability to articulate technical information clearly to diverse audiences.
• Demonstrated ability to work autonomously and effectively in a fully remote work environment.
• A dedicated, quiet home office space with robust, high-speed internet connectivity is mandatory.
• Experience mentoring or leading a technical support team.
• Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
• Strong customer-centric mindset and a commitment to service excellence.

Benefits

Our client offers a highly competitive salary, comprehensive benefits package including health insurance and retirement contributions, and substantial opportunities for professional growth and advancement. As a fully remote employee, you will enjoy unparalleled flexibility and the autonomy to manage your workday effectively. Benefits include performance bonuses, continuous learning stipends, access to advanced technologies, and a collaborative, supportive remote culture. Join a team that is at the forefront of technological innovation and values your contribution. This remote position allows you to work from anywhere while making a significant impact.