Technical Support Engineer - Level 2

Placements24; Bellville; Hybrid; ZAR 420,000 - 620,000; Full time

Job summary

Placements24 is seeking a Technical Support Engineer - Level 2 for a fully remote role serving a global customer base. The role requires extensive troubleshooting across software, hardware, and cloud platforms, with strong written and verbal communication and the ability to work autonomously in a remote-first environment.

You will diagnose complex issues, document solutions, and collaborate with cross-functional teams to ensure timely resolution and adherence to SLAs while staying up to date

Qualifications

• Bachelor’s degree in Computer Science, IT, or related field, or equivalent practical experience.
• Minimum of 4 years in technical support, systems administration, or a similar role.
• Strong knowledge of Windows and Linux operating systems, networking (TCP/IP, DNS, HTTP), and cloud platforms (AWS, Azure, GCP).
• Experience troubleshooting complex software, databases, and integrations.
• Excellent analytical, diagnostic, and problem-solving skills.
• Strong written and verbal communication; able to explain technical concepts to varied audiences.
• Scripting experience (Python, Bash) is a plus.
• Ability to work independently and thrive in remote work settings.
• Certifications such as CompTIA Network+, Security+ or cloud-specific certs desirable.

Responsibilities

• Provide Tier 2 tech support for complex software and hardware issues.
• Diagnose, troubleshoot, and resolve system, application, and network problems.
• Analyze support trends and recurring issues to identify root causes and preventive solutions.
• Document technical solutions, procedures, and troubleshooting guides.
• Escalate unresolved issues to Tier 3 with detailed diagnostic information.
• Collaborate with cross-functional teams to address product defects and enhancements.
• Participate in on-call rotation to provide after-hours support.
• Manage and prioritize a queue of support tickets, ensuring SLAs are met.
• Mentor and assist Tier 1 support engineers, sharing best practices.
• Stay current with product updates and new technologies.

Skills

Technical troubleshooting

Communication skills

Remote collaboration

Scripting (Python, Bash)

Education

Bachelor’s degree in Computer Science / IT or related field

Tools

Windows

Linux

AWS

Azure

GCP

Job description

About the Role

Our client, a leading provider of enterprise cloud solutions, is seeking a skilled and experienced Technical Support Engineer - Level 2 to join their distributed support team. This role is crucial for providing advanced technical assistance to our client's diverse customer base, ensuring seamless operation and rapid resolution of complex issues. While this position is fully remote, it requires a high degree of self-discipline, proactive communication, and the ability to collaborate effectively across virtual teams. The ideal candidate will possess deep technical knowledge, a passion for troubleshooting intricate problems, and a commitment to delivering exceptional service. You will be working with cutting-edge cloud technologies, contributing directly to the stability and success of our client's platform. This is an exciting opportunity for a technically adept professional looking to advance their career in a remote-first environment, leveraging their expertise from anywhere. We are particularly interested in candidates who demonstrate initiative and a strong drive for continuous learning in the fast-evolving tech landscape, contributing to our client's innovative spirit.

Key Responsibilities

• Provide Tier 2 technical support for complex software and hardware issues reported by customers.
• Diagnose, troubleshoot, and resolve system, application, and network problems in a timely manner.
• Analyze support trends and recurring issues to identify root causes and recommend preventative solutions.
• Document technical solutions, procedures, and troubleshooting guides for internal and external knowledge bases.
• Escalate unresolved issues to Tier 3 support or engineering teams with detailed diagnostic information.
• Collaborate with cross-functional teams (e.g., development, QA, product management) to address product defects and enhancement requests.
• Participate in on-call rotation to provide after-hours support as needed.
• Manage and prioritize a queue of support tickets, ensuring all SLAs are met.
• Mentor and assist Tier 1 support engineers, sharing technical expertise and best practices.
• Stay current with product updates, industry trends, and new technologies relevant to our client's offerings.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 4 years of experience in technical support, systems administration, or a similar role.
• In-depth knowledge of operating systems (Windows, Linux), networking protocols (TCP/IP, DNS, HTTP), and cloud platforms (AWS, Azure, GCP).
• Proven experience troubleshooting complex software applications, databases, and integrations.
• Excellent analytical, diagnostic, and problem-solving skills.
• Strong written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
• Experience with scripting languages (e.g., Python, Bash) is a strong plus.
• Ability to work independently, manage time effectively, and thrive in a remote work setting.
• Certifications such as CompTIA Network+, Security+, or cloud-specific certifications are highly desirable.
• Demonstrated ability to adapt to new technologies and learn quickly.

Benefits

• Fully remote work arrangement with flexible working hours.
• Competitive salary and performance-based incentives.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and company holidays.
• Opportunities for advanced technical training and certifications.
• 401(k) or equivalent retirement savings plan with company match.
• Allowance for home office setup and ongoing internet costs.
• Engage with a global team and cutting-edge technologies.