Technical Support Engineer - SaaS Solutions

Placements24; Durban; Hybrid; ZAR 700,000 - 1,000,000; Full time

Benefits offered by this job

Generous remote work stipend

Comprehensive medical, dental, and eye

Paid time off and holidays

Professional certifications and培训

Job summary

Placements24 in South Africa is seeking a Technical Support Engineer for a fully remote role. You will diagnose and resolve complex SaaS issues, guide customers via email, phone, chat, and remote sessions, and collaborate with engineering to improve products.

The ideal candidate has at least 4 years in tech support, strong troubleshooting skills, experience with cloud platforms (AWS/Azure/GCP), and familiarity with Zendesk or Jira Service Desk. Remote-friendly with onboarding in Durban possible.

Qualifications

• 4+ years in a technical support or similar engineering role, preferably within a SaaS environment.
• Strong proficiency in troubleshooting software applications, databases, and network connectivity issues.
• Experience with cloud platforms (AWS, Azure, GCP) and common SaaS architecture.
• Excellent analytical and problem-solving skills.
• superb written and verbal communication, with ability to explain technical concepts to non-technical users.
• Experience with ticketing systems (Zendesk, Jira Service Desk) and remote support tools.
• Experience with scripting languages (Python, Bash) is a plus.
• Bachelor's degree in Computer Science, Engineering, or related technical field, or equivalent practical experience.
• Ability to work independently and manage time effectively in a remote setting.
• Must be legally authorized to work in South Africa.

Responsibilities

• Diagnose and resolve complex technical issues reported by customers regarding our SaaS applications.
• Provide clear and concise technical guidance to users through email, phone, chat, and remote sessions.
• Document technical issues, resolutions, and workarounds in the knowledge base and ticketing system.
• Collaborate with engineering and product teams to identify root causes and provide feedback for product improvements.
• Develop and maintain technical documentation including troubleshooting guides and API documentation.
• Assist in testing and implementation of new software releases and updates.
• Manage customer expectations by providing timely updates on issue resolution progress.
• Contribute to the development and maintenance of the customer support knowledge base.
• Ensure high levels of customer satisfaction through expert technical support.
• Participate in on-call rotations for 24/7 support as needed.

Skills

Troubleshooting

Remote support

Technical communication

Cloud platforms

Education

Bachelor's degree in Computer Science, Engineering, or related technical field

Tools

Zendesk

Jira Service Desk

Job description

Our client, a rapidly expanding Software as a Service (SaaS) provider, is seeking a skilled Technical Support Engineer to join their dedicated support team. This role is vital for providing in-depth technical assistance to clients utilizing their cutting-edge SaaS products. The ideal candidate will have a strong technical aptitude, excellent troubleshooting skills, and a passion for helping users overcome technical challenges. This is an excellent remote opportunity for experienced professionals looking to contribute to a growing tech company from the comfort of their own home. You will play a key role in ensuring client success and satisfaction by resolving complex technical issues promptly and effectively. The position is based remotely, allowing you to work from anywhere within South Africa, though an initial onboarding in **Durban, KwaZulu-Natal** may be required for acclimatization.

Key Responsibilities

• Diagnose and resolve complex technical issues reported by customers regarding our client's SaaS applications.
• Provide clear and concise technical guidance and support to users through various communication channels (email, phone, chat, remote sessions).
• Document technical issues, resolutions, and workarounds meticulously in the knowledge base and ticketing system.
• Collaborate with engineering and product development teams to identify root causes of recurring issues and provide feedback for product improvements.
• Develop and maintain technical documentation, including troubleshooting guides and API documentation.
• Assist in the testing and implementation of new software releases and updates.
• Manage customer expectations by providing timely updates on issue resolution progress.
• Contribute to the development and maintenance of the customer support knowledge base.
• Ensure high levels of customer satisfaction through expert technical support.
• Participate in on-call rotations to provide 24/7 support coverage as needed.

Requirements

• A minimum of 4 years of experience in a technical support or similar engineering role, preferably within a SaaS environment.
• Strong proficiency in troubleshooting software applications, databases, and network connectivity issues.
• Experience with cloud platforms (AWS, Azure, GCP) and common SaaS architecture is highly desirable.
• Excellent analytical and problem-solving skills.
• Superb written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Proficiency in using ticketing systems (e.g., Zendesk, Jira Service Desk) and remote support tools.
• Experience with scripting languages (e.g., Python, Bash) is a plus.
• Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.
• Ability to work independently and manage time effectively in a remote setting.
• Must be legally authorized to work in South Africa.

Benefits

• Competitive salary and potential for performance bonuses.
• Generous remote work stipend.
• Comprehensive medical, dental, and vision insurance.
• Paid time off and company holidays.
• Opportunities for continuous learning and professional certifications.Access to cutting-edge technology and training resources.
• Flexible working hours.
• A supportive and collaborative remote team culture.