Technical Support Engineer (Remote)

Placements24; Stellenbosch; Hybrid; ZAR 600,000 - 1,000,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off

Learning opportunities

Home office stipend

Remote-first culture

Job summary

Placements24 is seeking a highly skilled Technical Support Engineer to join a fully remote engineering team. You will diagnose and resolve advanced software issues for a global client base, collaborate with developers and product teams, and contribute to knowledge resources.

Ideal candidates have strong problem-solving abilities, experience with Windows/Linux, SQL, and scripting languages, and comfort working in a remote, fast-paced environment.

Qualifications

• Bachelor's degree or equivalent experience in CS/Engineering or related field.
• 5+ years in technical support or related roles handling complex software.
• Strong OS (Windows/Linux), networking, and SQL knowledge.

Responsibilities

• Provide Tier 2 and Tier 3 technical support for our client's software products to enterprise customers.
• Diagnose, troubleshoot, and resolve complex software defects and system issues reported by customers.
• Replicate customer environments and issues to aid in debugging and problem-solving.
• Collaborate closely with development, QA, and product management teams to identify root causes and implement solutions.
• Develop and maintain technical documentation, including knowledge base articles, FAQs, and troubleshooting guides.
• Contribute to product improvement by providing detailed feedback on bugs and customer pain points.
• Participate in on-call rotation to provide 24/7 support as needed.
• Mentor and provide guidance to junior support staff on technical matters.
• Manage customer expectations and provide timely updates on issue resolution status.

Skills

Windows & Linux

Networking basics

SQL databases

Python/JS/Java

Problem solving

Cloud platforms

Remote collaboration

Education

Bachelor's degree in CS/Engineering or related field

Job description

About the Role

Our client, a leading provider of SaaS solutions, is seeking a highly skilled Technical Support Engineer to join their fully remote engineering team. This role is perfect for a technically adept individual passionate about troubleshooting complex software issues and delivering exceptional support to a global client base. You will be responsible for diagnosing and resolving advanced technical problems, collaborating with development teams, and contributing to the improvement of our client's products and support resources. The ideal candidate thrives in an independent, remote work environment and possesses deep technical knowledge coupled with excellent communication skills.

Key Responsibilities

• Provide Tier 2 and Tier 3 technical support for our client's software products to enterprise customers.
• Diagnose, troubleshoot, and resolve complex software defects and system issues reported by customers.
• Replicate customer environments and issues to aid in debugging and problem-solving.
• Collaborate closely with the development, QA, and product management teams to identify root causes and implement solutions.
• Develop and maintain technical documentation, including knowledge base articles, FAQs, and troubleshooting guides.
• Contribute to product improvement by providing detailed feedback on bugs and customer pain points.
• Participate in on-call rotation to provide 24/7 support as needed.
• Mentor and provide guidance to junior support staff on technical matters.
• Manage customer expectations and provide timely updates on issue resolution status.

Requirements

• A Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.
• Minimum of 5 years of experience in technical support, software engineering, or a related role, supporting complex software applications.
• Strong understanding of operating systems (Windows, Linux), networking concepts, and databases (SQL).
• Proficiency in at least one scripting or programming language (e.g., Python, JavaScript, Java).
• Excellent problem-solving, analytical, and troubleshooting skills.
• Superb written and verbal communication skills, with the ability to articulate technical issues clearly.
• Proven ability to work effectively in a fully remote, collaborative team environment.
• Experience with cloud platforms (AWS, Azure, GCP) is a strong plus.
• Customer-focused mindset and a passion for resolving technical challenges.

Benefits

• Our client offers a highly competitive salary, benchmarked against industry standards for remote technical roles, along with performance-based bonuses.
• Comprehensive health, dental, and vision insurance plans are provided.
• Enjoy significant paid time off, including annual leave, sick leave, and public holidays, to ensure work-life balance.
• Access to continuous learning opportunities, including professional development courses, certifications, and conferences, is encouraged and supported.
• As a remote-first company, we provide resources and stipends for home office setup to ensure optimal productivity.
• Our client fosters a strong culture of collaboration and innovation, with regular virtual team events and engaging online forums.
• This role offers the freedom and flexibility inherent in a fully remote position.