Technical Support Engineer

Placements24; South Africa; Hybrid; ZAR 420,000 - 540,000; Full time

Benefits offered by this job

Medical aid and retirement fund

Hybrid work arrangement

Career development opportunities

Job summary

WhatJobs Direct is seeking a skilled Technical Support Engineer to join our Upington-based operations. You will provide expert technical assistance, diagnose complex software and system issues, and ensure an excellent user experience for the WhatJobs Direct platform.

The role requires troubleshooting across Windows/macOS/Linux, networking, databases (SQL), and scripting (Python). You will document interactions, escalate when needed, and contribute to knowledge bases.

Qualifications

• Bachelor's degree in Computer Science, IT, or related field.
• Experience as Technical Support Engineer in SaaS.
• Strong knowledge of Windows/macOS/Linux and networks.
• Excellent problem-solving and communication skills.
• Experience with Zendesk or Jira Service Management.

Responsibilities

• Provide expert technical support to end-users of the WhatJobs Direct platform.
• Diagnose, troubleshoot, and resolve complex technical problems.
• Document support interactions and resolutions in the ticketing system.
• Escalate critical issues to senior engineers when needed.
• Develop and maintain technical documentation and FAQs.
• Collaborate with product/engineering to address bugs and performance issues.
• Monitor system performance and identify potential issues.
• Assist in training junior support staff on platform tech.

Skills

SaaS support

Troubleshooting

SQL

Python

Communication

Education

Bachelor's degree in CS/IT

Tools

Zendesk

Jira Service Management

Job description

About the Role Our client, WhatJobs Direct, a leading innovator in the recruitment technology sector, is seeking a skilled and motivated Technical Support Engineer to join their operations in Upington, Northern Cape. This critical role involves providing high-level technical assistance to users of the WhatJobs Direct platform, diagnosing and resolving complex software and system issues, and ensuring a seamless user experience. You will be a key point of contact for technical queries, requiring a deep understanding of our client's technology stack and a passion for problem-solving. The ideal candidate will be adept at troubleshooting, possess excellent analytical skills, and be committed to delivering exceptional support. This is an excellent opportunity to advance your career in a growing tech company, contributing directly to the stability and performance of our services in the Northern Cape region. We are looking for individuals who thrive in a challenging environment and are dedicated to finding effective solutions for our valued users. Your technical acumen will be vital in supporting our client's mission to connect talent with opportunity.

Key Responsibilities

• Provide expert technical support to end-users regarding the WhatJobs Direct platform, troubleshooting software, hardware, and network issues.
• Diagnose, troubleshoot, and resolve complex technical problems efficiently and effectively.
• Document all support interactions, resolutions, and recurring issues in the ticketing system.
• Escalate critical issues to senior engineers or development teams when necessary, providing detailed diagnostic information.
• Develop and maintain technical documentation, including FAQs, user guides, and troubleshooting articles.
• Collaborate with the product and engineering teams to identify and address software bugs and performance issues.
• Contribute to the continuous improvement of support processes and tools.
• Monitor system performance and proactively identify potential issues before they impact users.
• Assist in the training of junior support staff on technical aspects of the platform.
• Stay up-to-date with the latest technologies and industry best practices relevant to technical support.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related technical field, or equivalent practical experience.
• Proven experience as a Technical Support Engineer, IT Support Specialist, or a similar role, preferably in a SaaS environment.
• Strong knowledge of operating systems (Windows, macOS, Linux), network protocols, and common software applications.
• Experience with database technologies (SQL) and scripting languages (e.g., Python, Bash) is a plus.
• Excellent analytical, problem-solving, and troubleshooting skills.
• Strong communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
• Experience with helpdesk ticketing systems (e.g., Zendesk, Jira Service Management).
• Ability to work independently and manage time effectively in a hybrid work environment.
• Familiarity with cloud platforms (AWS, Azure, GCP) is advantageous.
• Residing in or near Upington, Northern Cape to facilitate the hybrid work model.

Benefits

• Attractive salary package with performance bonuses.
• Comprehensive benefits including medical aid and retirement fund contributions.
• Excellent opportunities for professional growth and certifications.
• A collaborative and innovative work culture.
• Exposure to cutting-edge recruitment technology.
• Hybrid work arrangement offering a balance between office and remote work.