Senior Technical Support Specialist - Remote

Placements24; Stellenbosch; Hybride; ZAR 700 000 - 950 000; Plein temps

Avantages offerts par ce poste

Fully remote

Flexible hours

Health, dental, vision insurance

Annual leave & holidays

Training & certifications budget

Career growth opportunities

Stock options/bonuses

Résumé du poste

Placements24 seeks a Senior Technical Support Specialist to join a remote-first team. You will provide high-level support for complex software, mentor juniors, and work with engineering to improve products. The role requires independent work, strong communication, and expertise across Windows, macOS, Linux, and cloud platforms.

The position offers a fully remote arrangement with flexible hours, competitive salary, and a focus on employee growth within a leading software development firm.

Qualifications

• 7+ years of experience in technical support or related IT role.
• Proven ability to diagnose and resolve complex software/hardware issues.
• Strong knowledge of Windows, macOS and Linux; networking basics.

Responsabilités

• Provide expert-level technical support for complex software and system issues.
• Diagnose, troubleshoot, and resolve customer technical problems.
• Document solutions and create knowledge base articles.
• Mentor junior technical support staff.
• Collaborate with engineering and product teams on bug fixes and feature enhancements.
• Analyze support trends to identify systemic issues and improvements.
• Manage customer escalations and ensure timely resolutions.
• Develop and maintain technical documentation and user guides.
• Stay current with new technologies and product updates.
• Contribute to continuous improvement of support processes and tools.

Connaissances

Technical support

Customer support

Analytical thinking

Documentation

Mentoring

Formation

Bachelor's degree in CS/IT

Outils

Python

Bash

AWS/Azure/GCP

Description du poste

About the Role

Our client, a leading software development firm, is seeking a highly experienced Senior Technical Support Specialist to join their dedicated, remote-first team. This fully remote position allows you to leverage your advanced technical skills from anywhere, contributing to a collaborative and innovative environment. You will be instrumental in providing high-level support to our clients, resolving complex technical issues, and ensuring the smooth operation of our software products. This role demands a deep understanding of our client's technology stack, exceptional problem-solving abilities, and a commitment to delivering outstanding customer experiences. As a Senior Specialist, you will also mentor junior team members, contribute to knowledge base development, and collaborate closely with engineering and product teams to drive product improvements. The ideal candidate is a self-starter, possesses excellent communication skills, and thrives in an independent work setting. This is a unique opportunity to advance your career in technical support with a company that values expertise, innovation, and employee growth, all while enjoying the flexibility of a remote role based out of the beautiful region of Stellenbosch, Western Cape, ZA .

Key Responsibilities

• Provide expert-level technical support for complex software and system issues.
• Diagnose, troubleshoot, and resolve customer technical problems efficiently.
• Document technical solutions and create comprehensive knowledge base articles.
• Mentor and guide junior technical support staff.
• Collaborate with engineering and product management teams on bug fixes and feature enhancements.
• Analyze support trends to identify systemic issues and recommend solutions.
• Manage customer escalations and ensure prompt resolution.
• Develop and maintain technical documentation and user guides.
• Stay current with new technologies and product updates.
• Contribute to the continuous improvement of support processes and tools.

Requirements

• Minimum of 7 years of experience in technical support or a related IT role.
• Proven expertise in diagnosing and resolving complex software and hardware issues.
• Strong understanding of operating systems (Windows, macOS, Linux) and network protocols.
• Proficiency in scripting languages (e.g., Python, Bash) is a significant plus.
• Excellent analytical and problem-solving skills.
• Exceptional written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Experience mentoring or leading technical teams.
• Ability to work independently and manage priorities effectively in a remote environment.
• Bachelor's degree in Computer Science, IT, or a related field, or equivalent experience.
• Familiarity with cloud platforms (AWS, Azure, GCP) is advantageous.

Benefits

• Highly competitive salary package.
• Fully remote work arrangement with flexible hours.
• Comprehensive health, dental, and vision insurance.
• Generous annual leave and paid holidays.
• Professional development budget for training and certifications.
• Opportunities for career advancement within a growing tech company.
• Stock options or performance-based bonuses.
• State-of-the-art remote work tools and resources.
• Collaborative and inclusive company culture.
• Retirement savings plan with company matching.