Technical Support Engineer

Exceed HR and Recruitment; Stellenbosch; On-site; ZAR 550,000 - 850,000; Full time

Job summary

Exceed HR and Recruitment is seeking a Technical Support Engineer to be based in Stellenbosch. You will deliver first-line post-sales technical support to international customers, diagnose and resolve complex issues, and manage cases through to resolution.

You should hold an engineering degree, have 2+ years in a customer-facing technical role, and possess knowledge of RF and digital communications, FPGA firmware, embedded C, and lab equipment. Expect international travel when required.

Qualifications

• Formal engineering degree or equivalent is required.
• Minimum 2 years in a customer-facing technical role.
• Strong understanding of RF and digital communications.
• Ability to read schematics and analyze test reports.
• Experience with lab equipment such as spectrum analyzers and power meters.
• Familiarity with FPGA firmware and embedded C.

Responsibilities

• Provide first-line post-sales technical support to international customers.
• Diagnose and resolve technical queries; escalate complex issues as needed.
• Manage customer issues through to resolution and follow-up.
• Develop and maintain support platforms, ticketing systems, FAQs and knowledge bases.
• Assist with customer onboarding and create training materials.
• Maintain accurate customer hardware, firmware and configuration records.
• Create technical documentation and troubleshooting resources.
• Collaborate with engineering on product improvements and issue trends.
• Monitor support performance and look for process improvements.

Skills

Engineering degree

Customer-facing

RF fundamentals

Digital communications

Schematics interpretation

Lab equipment

FPGA firmware

Embedded C

Git/Jira/Confluence/Slack

Satellite/RF experience

Python scripting

English communication

Education

Engineering degree or equivalent

Tools

Git

Jira

Confluence

Slack

Job description

Technical Support Engineer job vacancy in Stellenbosch.

Duties and Responsibilities:

• Provide first-line post-sales technical support to international customers.
• Diagnose and resolve technical queries and escape complex issues when required.
• Manage customer issues through to resolution.
• Develop and maintain support platforms, ticketing systems, FAQs and knowledge bases.
• Manage customer onboarding and create training materials.
• Maintain accurate customer hardware, firmware and configuration records.
• Create technical documentation, user guides and troubleshooting resources.
• Analyse recurring issues and work with engineering teams on product improvements.
• Monitor support performance and improve customer support processes.

Requirements:

• BEng, BSc Eng, BTech or National Diploma in Electronic, Electrical, Computer or Mechatronic Engineering, or equivalent.
• 2+ Years’ experience in a customer-facing technical role.
• Understanding of RF and digital communication fundamentals.
• Ability to interpret schematics, technical documents, test reports and telemetry logs.
• Experience with laboratory equipment such as spectrum analysers, signal generators and power meters.
• Understanding of FPGA firmware and embedded C.
• Experience with Git, Jira, Confluence, Slack or similar tools.
• Satellite, aerospace, RF/communications or embedded systems experience advantageous.
• Python scripting and satellite communication knowledge advantageous.
• Excellent English communication and technical writing skills.
• Strong organisation, problem-solving and customer service skills.
• Valid passport and willingness to travel internationally when required.
• South African citizenship or valid work permit.