Technical Support Engineer - Enterprise Software

Placements24; Stellenbosch; Hybrid; ZAR 700,000 - 1,000,000; Full time

Benefits offered by this job

Competitive salary

Bonus structure

Health insurance

Paid time off

Certifications

Retirement plan

Stock options

Relocation assistance

Collaborative environment

Job summary

Placements24 in Stellenbosch, Western Cape, seeks a seasoned Technical Support Engineer to join our client’s enterprise software team. The role blends on-site collaboration in Stellenbosch with remote flexibility in a hybrid model, delivering expert technical assistance to enterprise clients.

You will diagnose complex issues, collaborate with development and product teams, create troubleshooting guides, and contribute to product improvements.

Qualifications

• Bachelor's degree or equivalent in a technical field.
• Minimum 5 years in technical support or software engineering for enterprise software.
• Strong OS (Windows, Linux), networking, and SQL knowledge.
• Experience with scripting or programming languages (Python, Java, Shell).
• Excellent analytical and debugging abilities.
• Clear, effective communication with technical and non-technical audiences.
• Experience with log analysis tools and debugging utilities.

Responsibilities

• Provide advanced technical support for enterprise software to a global client base.
• Diagnose, troubleshoot, and resolve complex software issues, including bugs and performance problems.
• Reproduce customer issues in a lab, develop workarounds or fixes.
• Collaborate with development, QA, and product teams to resolve escalated issues.
• Create and maintain knowledge base articles and troubleshooting guides.
• Conduct technical training sessions for clients and internal staff.
• Analyze support trends and feed insights to improve products.
• Manage customer expectations and communicate solutions clearly.
• Participate in on-call rotation for urgent support needs.

Skills

Analytical

Problem solving

Debugging

Communication

Customer focus

Education

Bachelor's degree in Computer Science, Engineering, or related technical field

Job description

Our client, a leader in enterprise software solutions, is seeking a highly skilled Technical Support Engineer to join their growing team in Stellenbosch, Western Cape . This role is critical in providing expert-level technical assistance to our enterprise clients, troubleshooting complex issues, and ensuring the smooth operation of our software. You will work closely with clients to diagnose intricate problems, offer effective solutions, and contribute to product improvements. The ideal candidate possesses deep technical expertise, exceptional problem-solving skills, and a strong customer-centric approach. This is an excellent opportunity for a seasoned professional to make a significant impact and advance their career within a dynamic technology company. The position offers a Hybrid work model, balancing on-site collaboration in Stellenbosch with remote flexibility.

Key Responsibilities

• Provide advanced technical support for enterprise software products to a global client base.
• Diagnose, troubleshoot, and resolve complex software issues, including bugs, performance problems, and integration challenges.
• Reproduce customer issues in a lab environment and develop workarounds or fixes.
• Collaborate with development, QA, and product management teams to resolve escalated issues and improve product stability.
• Create and maintain technical documentation, including knowledge base articles, troubleshooting guides, and technical notes.
• Conduct technical training sessions for clients and internal support staff.
• Analyze support trends and provide feedback to improve product design and documentation.
• Manage customer expectations and communicate technical solutions effectively to both technical and non-technical audiences.
• Participate in on-call rotation for urgent support needs.

Requirements

• Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.
• Minimum of 5 years of experience in a technical support or software engineering role, focusing on enterprise software.
• Strong understanding of operating systems (Windows, Linux), networking concepts, and database technologies (SQL).
• Proficiency in scripting or programming languages (e.g., Python, Java, Shell scripting) is highly desirable.
• Excellent analytical, problem-solving, and debugging skills.
• Exceptional communication and interpersonal skills, with the ability to explain complex technical issues clearly.
• Experience with log analysis tools and debugging utilities.Ability to work effectively in a Hybrid environment, balancing remote work with required on-site presence in Stellenbosch, Western Cape .
• Experience with cloud platforms (AWS, Azure, GCP) is a plus.
• Strong customer focus and dedication to client satisfaction.

Benefits

• Competitive salary and bonus structure.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and holidays.
• Opportunities for professional certifications and ongoing training.
• Retirement savings plan with company matching.
• Collaborative and innovative work environment.
• Stock options or equity.
• Relocation assistance may be available.