Technical Support Engineer

Trustonic; Johannesburg; On-site; USD 30,000 - 60,000; Full time

Job summary

Join a forward-thinking company as a Technical Support Engineer, where you'll tackle complex technical issues and enhance customer satisfaction. With a focus on collaboration and communication, you'll work within a dynamic team to support innovative products that make a global impact. This role offers the chance to develop your skills in a flexible environment while contributing to a culture that values diversity and teamwork. If you're passionate about technology and customer support, this is the perfect opportunity to grow your career and make a difference.

Qualifications

• 4+ years of related experience or a bachelor's degree with 2-4 years’ experience.
• Ability to communicate complex technical problems clearly.

Responsibilities

• Resolve complex technical support requests in production and non-production environments.
• Collaborate with teams to provide high-quality customer experiences.

Skills

Technical Support

Communication Skills

Problem Solving

SQL

Linux

Git

APIs

BASH

Python

AWS

Education

Engineering Degree

Bachelor's Degree

Tools

JIRA

Zendesk

Job description

Company Description

At Trustonic our products are making a difference across the world. One moment we’re ensuring low-income families worldwide can access the life-changing benefits of an internet-enabled smartphone. The next we’re protecting the safety and integrity of the vehicles we drive and the devices we care about.

Company Description

At Trustonic our products are making a difference across the world. One moment we’re ensuring low-income families worldwide can access the life-changing benefits of an internet-enabled smartphone. The next we’re protecting the safety and integrity of the vehicles we drive and the devices we care about.

We pride ourselves on living by the Trustonic culture code, a blueprint for our journey that recognises that great working environments don’t guarantee success, but bad ones almost always ensure failure.

Working here, you’ll find a company that celebrates its diversity and is looking to do the right thing: for each other, the community and the planet. We believe in equal opportunities and take to heart the old African proverb ’If you only want to go fast, go alone. If you want to go far, go together’.

We work flexibly when and where we’re at our best, but regardless of how you choose to work, we’ll make sure you feel like one of the team.

Clickhereif you would like to find out more about Trustonic's culture code.

If you would like to work in a fast-moving global technology company, with great ambition, then we’d love to hear from you!

Job Description

A bit about the team and what you'll deliver...

We are looking forTechnical Support Engineersto join our team in South Africa and India. Reporting to the Head of Technical Support you will be responsible for supporting customers by solving complex technical issues in both production and non-production environments for Trustonic products. Our Support Engineers are key contributors to the global product organisation. They play a pivotal role in solving complex issues within our customer base. Individuals in this role are passionate about working with customers and display that passion by making every interaction an exceptional experience. We look for individuals with a great personality, communication skills, and an ability to solve technical customer problems in a fast and efficient manner.

As aTechnical Support Engineeryou will be responsible for:

• Resolving complex technical support requests in both production and non-production environments.
• Collaborating with support & other teams to provide high-quality and effective customer experience, with exceptional communication skills.
• Accepting and troubleshooting customer cases submitted to a global queue.
• Leveraging the Knowledge Centred Support (KCS) methodology for solving and documenting case resolutions.
• Author, publish, and evolve KCS articles as a by-product of solving issues.
• Communicating technical details in a clear, concise manner.
• Continuously learns new skills, technologies & products, keeping up with Trustonic SaaS Platform.
• Participating in regular testing of the product, including new releases.
• Helping to improve all customer-facing documentation in areas of expertise (Wiki & Zendesk)
• Demonstrating the ability to work within support tools and manage work volume as communicated by the manager.
• Providing timely updates and manage customer expectations.
  
  

Who you are...

As aTechnical Support Engineeryou are/you have:

• 4+ years of related experience and/or bachelor's degree with 2-4 years’ experience
• Preferred Support experience in JIRA & Zendesk
• Skills inSQL DB,Linux SSH Keys and certificates,Git,APIs
• Basic knowledge of BASH scripts/Python and Knowledge of AWS
• Ability to read, write, and speak English fluently, communicating complex technical problems and solutions to customers of all skill levels while being personable.
• Exposure to mobile technologies (extremely advantageous)
• Fluency in English is required as it is the business language, globally
  
  

What make you, you...

As aTechnical Support Engineer you:

• Are receptive to change – flexible, seeks and adopts improved approaches and processes.
• Initiate action and are results-oriented, taking responsibility for actions and outcomes. Meets commitments and strives for high performance.
• Manage the workload - make timely decisions, prioritizes effectively, solves problems, monitors results and takes remedial action where necessary.
• Are technically proficient – knows role and has a solid familiarity with tasks and responsibilities.
• Take responsibility for your own learning - knows personal strengths and recognises development needs. Is open to feedback and always seek to learn.
• Communicate ideas – strong facilitation and written communication, proposes a way forward. Listens to views of colleagues and takes in diverse perspectives.
• Work collaboratively – shares information, fosters teamwork and contributes to positive work environment where people want to come to work.
• Display ethical character and competence - acts with integrity and intent, is accountable for own actions, behaves according to the Culture code and acts as a good citizen of Trustonic.
  
  

Qualifications

• Engineering degree, or relevant experience
  
  

Additional Information

Trustonic is an equal opportunity employer. We do not discriminate on any grounds.We empower, engage, enable and valuedifferences between people,including; different races, ethnicities, genders, ages, religions, disabilities and sexual orientations, with differences in education, backgrounds, skill sets, experiences and knowledge.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Technology, Information and Internet

Referrals increase your chances of interviewing at Trustonic by 2x

Get notified about new Technical Support Engineer jobs in Johannesburg, Gauteng, South Africa.

Johannesburg, Gauteng, South Africa 5 months ago

Johannesburg, Gauteng, South Africa 7 months ago

Johannesburg, Gauteng, South Africa 7 months ago

Technical Support Engineer, Trilogy (Remote) - $60,000/year USD

Johannesburg, Gauteng, South Africa $30 - $30 1 day ago

Rand West City, Gauteng, South Africa 2 weeks ago

Johannesburg, Gauteng, South Africa 6 days ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.