Senior Technical Support Engineer (Remote)

Placements24; South Africa; Remote; ZAR 1,482,000 - 2,141,000; Full time

Benefits offered by this job

Remote work

Career growth

Annual salary review

Home office stipend

International team

Cutting-edge cloud tech

Job summary

Placements24 is seeking a Senior Technical Support Engineer for a fully remote role. You will provide advanced technical assistance to enterprise customers, diagnose cloud and network issues, and drive product improvements.

The role emphasizes asynchronous communication, comprehensive documentation, and a proactive support mindset. The ideal candidate brings deep cloud knowledge (AWS/Azure/GCP), scripting skills, and experience in a SaaS environment, with strong problem-solving and communication

Qualifications

• Senior/lead experience in SaaS or enterprise software.
• Strong knowledge of cloud platforms (AWS/Azure/GCP) and networking.
• Proficiency in scripting (Python, Bash) for troubleshooting.
• Experience with databases (SQL/NoSQL) and server administration.
• Excellent analytical, problem-solving, and communication skills.
• Proactive customer-focused approach and ability to manage priorities.
• Experience with issue tracking, bug reporting, and knowledge bases.

Responsibilities

• Provide advanced technical support to enterprise customers for software and system issues.
• Diagnose and troubleshoot cloud environments and applications.
• Analyze support trends and identify root causes; propose preventative solutions.
• Collaborate with development and QA to report bugs and track fixes.
• Develop and maintain technical documentation and support guides.
• Mentor junior engineers and share best practices.
• Manage customer escalations and ensure timely resolutions.
• Improve support processes and tooling continuously.
• Communicate technical solutions to customers and stakeholders.
• Participate in on-call rotations as needed.

Skills

Cloud expertise

SaaS enterprise support

Python scripting

Networking concepts

Analytical skills

Documentation

Mentoring

Education

Bachelor's degree in Computer Science or related field

Tools

AWS/Azure/GCP

SQL/NoSQL

Linux/Windows server

Monitoring tools

Log analysis tools

Job description

About the Role

Our client, a global leader in cloud-based software solutions, is seeking an experienced Senior Technical Support Engineer to join their fully remote team. This role is integral to providing advanced technical assistance and resolving complex issues for our enterprise clients worldwide. You will leverage your deep technical expertise to diagnose challenging problems, develop effective solutions, and contribute to improving our support infrastructure and knowledge base. As a remote-first organization, we champion asynchronous communication, detailed documentation, and empowering our team members. The ideal candidate is a proactive problem-solver with excellent analytical skills and a strong background in enterprise-level technical support. You will work closely with engineering and product teams to advocate for customer needs and drive product enhancements. This is a unique opportunity to advance your career in technical support within a collaborative, innovative, and flexible remote work environment. Our client is committed to fostering a culture of continuous learning and professional growth, offering ample resources for skill development. This position is perfect for a seasoned engineer looking to make a significant impact without the constraints of a physical office.

Key Responsibilities

• Provide advanced technical support to enterprise customers, addressing complex software and system issues.
• Diagnose, troubleshoot, and resolve technical problems in cloud environments and associated applications.
• Analyze support trends, identify root causes of recurring issues, and recommend preventative solutions.
• Collaborate with development and QA teams to report bugs, track fixes, and influence product improvements.
• Develop and maintain comprehensive technical documentation, knowledge base articles, and support guides.
• Mentor and guide junior support engineers, sharing expertise and best practices.
• Manage customer escalations and ensure timely and effective resolution.
• Contribute to the continuous improvement of support processes and tools.
• Proactively communicate technical solutions and updates to customers and internal stakeholders.
• Participate in on-call rotations as needed.

Requirements

• Extensive experience as a Technical Support Engineer, preferably in a senior or lead capacity within a SaaS or enterprise software company.
• Deep technical knowledge of cloud computing platforms (AWS, Azure, GCP) and networking concepts.
• Proficiency in scripting languages (e.g., Python, Bash) for troubleshooting and automation.
• Strong experience with database technologies (SQL, NoSQL) and server administration (Linux/Windows).
• Excellent analytical, problem-solving, and debugging skills.
• Superior written and verbal communication skills, with the ability to clearly articulate complex technical information.
• Proven ability to manage and resolve high-priority customer issues independently.
• Experience with log analysis tools and monitoring systems.
• Bachelor's degree in Computer Science, Engineering, or a related technical field (or equivalent practical experience).
• Commitment to customer satisfaction and a proactive support approach.

Benefits

• Fully remote position offering maximum flexibility.
• Highly competitive salary and potential for performance bonuses.
• Significant opportunities for professional growth and advanced training.
• Collaborative and supportive international team environment.
• Work with cutting-edge cloud technologies.
• Contribution to critical support functions for a market-leading company.
• Home office setup stipend.
• Annual performance review and salary adjustment.