Technical Support Engineer II

Placements24; South Africa; Remote; ZAR 420,000 - 700,000; Full time

Job summary

Placements24 is seeking a Technical Support Engineer II to join a remote-first team, supporting clients from Pretoria, Gauteng. You will diagnose and resolve complex software and hardware issues, while building knowledge bases to improve self-help resources.

The role requires 4+ years in technical support, experience with Jira/ServiceNow, and familiarity with cloud platforms like AWS or Azure. You will collaborate with engineering and product teams, test updates, and guide customers through

Qualifications

• Bachelor's degree in Computer Science, Engineering, or related field, or equivalent practical experience.
• Minimum of 4 years in technical support or helpdesk roles.
• Experience with Jira and ServiceNow ticketing systems and remote support tools.
• Proficient in diagnosing issues across operating systems, networking, and software applications.
• Ability to work independently in a remote setting from Pretoria, Gauteng.

Responsibilities

• Provide in-depth technical support to customers via remote channels (email, chat, phone).
• Troubleshoot, diagnose, and resolve complex software and hardware issues, escalating to Tier 3 when necessary.
• Analyze system logs and diagnostic data to identify root causes of problems.
• Document technical solutions and contribute to knowledge base articles and user guides.
• Assist in testing and deployment of software updates and patches.
• Collaborate with engineering and product teams to feedback on performance and issues.
• Manage and prioritize support tickets to ensure timely resolution.
• Guide customers through product features to enhance user experience.

Skills

Software troubleshooting

Analytical skills

Communication skills

Education

Bachelor's degree in Computer Science or related field

Tools

Jira

ServiceNow

Remote support tools

Job description

About the Role

Our client, a leading innovator in cloud-based solutions, is looking for a skilled Technical Support Engineer II to join their esteemed team, supporting clients remotely from Pretoria, Gauteng . This role is crucial for providing advanced technical assistance and ensuring the seamless operation of our client's complex software products for a diverse customer base. The successful candidate will diagnose and resolve intricate technical issues, contributing to high levels of customer satisfaction and product reliability. This is an excellent opportunity for a proactive and technically adept individual to grow their career in a remote-first environment, impacting a global client base from their base in Pretoria .

Key Responsibilities

• Provide in-depth technical support to customers via remote channels (email, chat, phone).


• Troubleshoot, diagnose, and resolve complex software and hardware issues, escalating to Tier 3 support when necessary.


• Analyze system logs and diagnostic data to identify root causes of technical problems.


• Document technical solutions, create knowledge base articles, and contribute to user guides.


• Assist in the testing and deployment of software updates and patches.


• Collaborate with engineering and product teams to provide feedback on product performance and user issues.


• Manage and prioritize support tickets to ensure timely resolution of customer issues.


• Guide customers through product features and functionalities to enhance their user experience.

Requirements

• Minimum of 4 years of experience in a technical support or helpdesk role, with a strong emphasis on software troubleshooting.


• Proficiency in diagnosing and resolving issues related to operating systems, networking, and application software.


• Excellent analytical and problem-solving skills, with a keen attention to detail.


• Strong verbal and written communication skills, enabling clear explanation of technical concepts.


• Experience with ticketing systems (e.g., Jira, ServiceNow) and remote support tools.


• Ability to work independently and manage time effectively in a Yes remote setting from Pretoria, Gauteng .


• Familiarity with cloud platforms (e.g., AWS, Azure) is a plus.


• Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.

Benefits

This role offers a competitive salary and a comprehensive benefits package, including private health insurance, a retirement annuity, and opportunities for continuous professional development. As a fully Yes remote position, you will enjoy the flexibility and work-life balance that comes with working from home. Our client provides all necessary equipment and support for a successful remote setup, allowing you to excel from your home office in or around Pretoria, Gauteng . We foster a culture of collaboration, innovation, and continuous learning, with access to online training resources and virtual team events.