Technical Support Engineer - SaaS Solutions

Placements24; Centurion; Hybrid; ZAR 420,000 - 680,000; Full time

Benefits offered by this job

Health and dental insurance

Hybrid work arrangement

Professional development opportunities

Access to latest tools

Retirement savings plan

Job summary

Placements24 in Centurion, Gauteng, is seeking a Technical Support Engineer to provide advanced SaaS support. You will diagnose complex software and network issues, write and maintain technical docs, and collaborate with engineering for fixes and features.

The role demands a Bachelor's degree in CS/IT or equivalent experience, at least 4 years in SaaS support, and strong customer-focused problem-solving abilities. This is a hybrid role offering opportunities to work with cutting-edge software.

Qualifications

• Bachelor's degree in CS/IT or related field or equivalent practical experience.
• Minimum 4 years in technical support, preferably SaaS.
• Strong understanding of cloud computing and SaaS architectures.
• Proficient in diagnosing software, network and system issues.
• Excellent problem-solving, analytical and communication skills.

Responsibilities

• Provide in-depth technical support for SaaS products via phone, email, and remote sessions.
• Analyze and diagnose complex software and system issues to identify root causes.
• Escalate unresolved issues to engineering with detailed information.
• Develop and maintain FAQs, knowledge base articles, and troubleshooting guides.
• Assist customers with configurations, integrations, and best practices.
• Monitor system performance and pre-emptively identify issues.
• Collaborate with product management on feature enhancements and bug fixes.
• Conduct technical training sessions for customers and staff.
• Manage support queues and ensure timely resolutions.

Skills

Cloud SaaS troubleshooting

Troubleshooting

Python

APIs

Data integration

Customer focus

Analytical thinking

Education

Bachelor's degree in Computer Science / Information Technology or related field

Tools

Scripting (Python/Bash)

Job description

About the Role

Our client, a leading innovator in Software as a Service (SaaS) solutions, is seeking a skilled Technical Support Engineer to join their growing team in Centurion, Gauteng . This role is essential for providing advanced technical assistance to our clients, ensuring they can fully leverage our sophisticated software platforms. You will be at the forefront of troubleshooting complex technical issues, collaborating with engineering teams, and driving customer success. We are looking for individuals with a strong technical aptitude, a passion for problem-solving, and a commitment to delivering outstanding support. This is a unique opportunity to work with cutting-edge technology in a collaborative and forward-thinking company, contributing to its ongoing success and expansion. The ideal candidate possesses excellent analytical skills and a customer-centered approach.

Key Responsibilities

• Provide in-depth technical support and troubleshooting for SaaS products via phone, email, and remote sessions.
• Analyze and diagnose complex software and system issues, identifying root causes and implementing solutions.
• Escalate unresolved issues to the engineering or development teams, providing detailed technical information.
• Develop and maintain technical documentation, including FAQs, knowledge base articles, and troubleshooting guides.
• Assist customers with product configurations, integrations, and best practices.
• Monitor system performance and identify potential issues before they impact clients.
• Collaborate with product management and development teams on feature enhancements and bug fixes.
• Conduct technical training sessions for customers and internal support staff.
• Manage support queues and ensure timely resolution of all technical requests.

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, preferably for SaaS products.
• Strong understanding of cloud computing concepts and common SaaS architectures.
• Proficiency in diagnosing software, network, and system issues.
• Excellent problem-solving, analytical, and troubleshooting skills.
• Strong written and verbal communication skills, with the ability to articulate technical details.
• Experience with scripting languages (e.g., Python, Bash) is a plus.
• Familiarity with APIs and data integration is desirable.
• Customer-focused with a proactive approach to problem resolution.

Benefits

• Attractive annual salary and potential for bonuses.
• Comprehensive health, vision, and dental insurance plans.
• Generous annual leave and paid public holidays.
• Significant opportunities for professional development and skill enhancement.
• A collaborative and innovative work environment.
• Access to the latest software and development tools.
• Flexible hybrid work arrangement.
• Retirement savings plan contribution.