Senior Technical Support Specialist - Fully Remote

Placements24; Gauteng; Hybrid; ZAR 900,000 - 1,300,000; Full time

Benefits offered by this job

Fully remote work arrangement

Health insurance

Career development opportunities

Stock options

Job summary

Placements24 partners with a cloud-based software innovator to recruit a Senior Technical Support Specialist for a fully remote team. You will diagnose and resolve complex issues across software applications and cloud infrastructure for a global client base.

The role requires deep IT infrastructure knowledge, strong problem-solving, and the ability to work independently in a fast-paced remote environment. A Bachelor's degree in CS/Engineering or equivalent experience is preferred, with SaaS

Qualifications

• Minimum 5 years in a senior tech support, systems administration, or IT engineering role.
• Extensive knowledge of Windows Server, Linux, cloud platforms (AWS/Azure/GCP).
• Experience troubleshooting complex distributed systems and microservices.
• Strong communication, problem-solving, and analytical skills.
• SaaS industry experience is a plus.

Responsibilities

• Provide expert-level technical support for complex software applications and cloud infrastructure.
• Diagnose, troubleshoot, and resolve advanced hardware, software, and network issues for enterprise clients.
• Serve as a technical escalation point for the customer support team.
• Analyze system performance data and identify potential issues before they impact users.
• Develop and maintain technical documentation and knowledge base articles.
• Collaborate with engineering to identify root causes of bugs and advocate fixes.
• Manage customer technical issues from initiation to resolution.
• Conduct in-depth system analysis and performance tuning.
• Stay abreast of emerging technologies to provide proactive support.
• Participate in on-call rotation for 24/7 support.

Skills

Cloud platforms

Distributed systems

SaaS support

Automation scripting

Education

Bachelor in CS/Engineering

Tools

Python

PowerShell

AWS

Job description

About the Role

Our client, a leading innovator in cloud-based software solutions, is actively seeking experienced Senior Technical Support Specialists to join their completely remote team. This role is designed for highly skilled professionals who excel at diagnosing and resolving complex technical issues for a global clientele. You will be instrumental in ensuring the reliability and performance of our client's cutting‑edge platforms, providing advanced support and acting as a subject matter expert. As a remote‑first organization, we foster a collaborative and supportive virtual environment, equipped with the latest tools and technologies. The ideal candidate possesses a deep understanding of IT infrastructure, exceptional problem‑solving acumen, and a proven ability to manage intricate technical challenges independently. This is a prime opportunity for seasoned professionals to leverage their expertise and contribute significantly to a forward‑thinking tech company from anywhere.

Key Responsibilities

• Provide expert‑level technical support for complex software applications and cloud infrastructure.
• Diagnose, troubleshoot, and resolve advanced hardware, software, and network issues for enterprise clients.
• Serve as a technical escalation point for the customer support team, providing guidance and mentorship.
• Analyze system performance data and identify potential issues before they impact users.
• Develop and maintain comprehensive technical documentation, knowledge base articles, and best practice guides.
• Collaborate with engineering and product development teams to identify root causes of bugs and advocate for fixes.
• Manage customer technical issues from initiation to resolution, ensuring timely and satisfactory outcomes.
• Conduct in‑depth system analysis and performance tuning for optimal client experience.
• Stay abreast of emerging technologies and industry trends to provide proactive support and recommendations.
• Participate in on‑call rotation to provide 24/7 support for critical incidents.

Requirements

• Minimum of 5 years of experience in a senior technical support, systems administration, or IT engineering role, with a strong focus on software applications.
• Extensive knowledge of operating systems (Windows Server, Linux), cloud platforms (AWS, Azure, GCP), and networking concepts.
• Proven experience with troubleshooting complex distributed systems and microservices architectures.
• Exceptional analytical, problem‑solving, and critical thinking skills.
• Excellent written and verbal communication skills, with the ability to effectively communicate technical information to diverse audiences.
• Experience with scripting languages (e.g., Python, PowerShell) for automation is highly desirable.
• Ability to work independently, manage multiple priorities, and thrive in a fast‑paced, remote environment.
• A relevant Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
• Strong customer advocacy skills and a commitment to delivering outstanding technical support.
• Experience in the software‑as‑a‑service (SaaS) industry is a significant advantage.

Benefits

• Highly competitive annual salary commensurate with extensive experience.
• Fully remote work arrangement offering unparalleled flexibility.
• Comprehensive health, dental, and vision insurance plans.
• Significant opportunities for career advancement and professional development.
• Generous stock options or equity participation for eligible employees.
• Generous allowance for home office setup and ongoing professional development.
• Access to state‑of‑the‑art remote collaboration tools.
• Paid time off, including vacation, sick leave, and public holidays.
• Employee assistance program for confidential support and counseling.
• Contribution to a retirement savings plan.