Technical Support Engineer - SaaS

Placements24; Durban; Hybrid; ZAR 400,000 - 700,000; Full time

Benefits offered by this job

Remote stipend

Health benefits

Paid time off

Learning & certifications

Stock options or equity participation

Flexible hours

Virtual team events

Job summary

Placements24 is seeking a technically skilled Technical Support Engineer for a rapidly expanding SaaS company. You will provide high-level support to customers via email, phone, and remote sessions, focusing on Durban and surrounding areas.

You will diagnose complex issues, collaborate with engineering, document solutions, and contribute to product improvement. This fully remote role offers a competitive salary, remote stipend, health benefits, and opportunities for certifications.

Qualifications

• 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, system administration, or a similar role, preferably with SaaS products.
• Strong understanding of web technologies, APIs, databases, and cloud computing (e.g., AWS, Azure).
• Proficiency in scripting languages (e.g., Python, JavaScript) is a significant advantage.
• Excellent analytical and problem-solving skills with a methodical approach to troubleshooting.
• Superb communication and interpersonal skills, with the ability to explain complex technical issues clearly.
• Experience with ticketing systems (e.g., Jira Service Desk, Zendesk) and remote support tools.
• Ability to work effectively in a remote, autonomous environment.
• Familiarity with network protocols and security concepts.
• A genuine passion for technology and helping users succeed in Durban, KwaZulu-Natal and globally.

Responsibilities

• Provide advanced technical support to customers experiencing issues with our SaaS platform via email, phone, and remote sessions.
• Diagnose, troubleshoot, and resolve complex technical problems, including software bugs, integration issues, and performance problems.
• Escalate critical issues to engineering, product management, and other relevant teams, ensuring clear documentation and timely follow-up.
• Create and maintain detailed technical documentation, including troubleshooting guides, knowledge base articles, and best practice documentation.
• Assist customers with product configuration, setup, and integration challenges.
• Monitor system performance and identify potential issues proactively.
• Contribute to product improvement by providing feedback on common issues and customer needs to the development team.
• Participate in on-call rotation to provide after-hours support as needed.
• Educate customers on product features and best practices to enhance their usage and satisfaction.
• Collaborate with the sales and implementation teams to ensure a smooth customer onboarding process.

Skills

Web technologies

APIs

Databases

Scripting: Python/JavaScript

Education

Bachelor's degree in Computer Science / IT or equivalent

Tools

Jira Service Desk

Zendesk

Remote support tools

Job description

About the Role

Our client, a rapidly expanding Software-as-a-Service (SaaS) company, is actively seeking a skilled Technical Support Engineer to join their remote team, with a primary focus on supporting clients in and around Durban, KwaZulu-Natal. This role is critical in providing high-level technical assistance and ensuring our clients can effectively utilize our cutting-edge software solutions. You will be the technical advocate for our customers, troubleshooting complex issues, and collaborating with engineering teams to resolve bugs and enhance product functionality. The ideal candidate possesses a strong technical aptitude, exceptional problem-solving skills, and a passion for delivering outstanding support in a remote setting. We are looking for someone who can thrive in a dynamic, fast-paced environment and contribute to our mission of delivering seamless digital experiences. This is a fantastic opportunity to grow your career with a forward-thinking organization, making a tangible impact on user success. Join our fully remote team and help us redefine technical support excellence from Durban, KwaZulu-Natal and beyond.

Key Responsibilities

• Provide advanced technical support to customers experiencing issues with our SaaS platform via email, phone, and remote sessions.
• Diagnose, troubleshoot, and resolve complex technical problems, including software bugs, integration issues, and performance problems.
• Escalate critical issues to engineering, product management, and other relevant teams, ensuring clear documentation and timely follow-up.
• Create and maintain detailed technical documentation, including troubleshooting guides, knowledge base articles, and best practice documentation.
• Assist customers with product configuration, setup, and integration challenges.
• Monitor system performance and identify potential issues proactively.
• Contribute to product improvement by providing feedback on common issues and customer needs to the development team.
• Participate in on-call rotation to provide after-hours support as needed.
• Educate customers on product features and best practices to enhance their usage and satisfaction.
• Collaborate with the sales and implementation teams to ensure a smooth customer onboarding process.

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, system administration, or a similar role, preferably with SaaS products.
• Strong understanding of web technologies, APIs, databases, and cloud computing (e.g., AWS, Azure).
• Proficiency in scripting languages (e.g., Python, JavaScript) is a significant advantage.
• Excellent analytical and problem-solving skills with a methodical approach to troubleshooting.
• Superb communication and interpersonal skills, with the ability to explain complex technical issues clearly.
• Experience with ticketing systems (e.g., Jira Service Desk, Zendesk) and remote support tools.
• Ability to work effectively in a remote, autonomous environment.
• Familiarity with network protocols and security concepts.
• A genuine passion for technology and helping users succeed in Durban, KwaZulu-Natal and globally.

Benefits

• Highly competitive salary package.
• Generous remote work stipend.
• Comprehensive health and wellness benefits.
• Paid time off and holidays.
• Opportunities for continuous learning and professional certifications.
• Stock options or equity participation.
• Flexible working hours.
• Regular virtual team-building events.