Technical Support Engineer - Software Solutions

Placements24; Klerksdorp; Hybrid; ZAR 420,000 - 660,000; Full time

Benefits offered by this job

Competitive salary package

Comprehensive health coverage

Retirement savings options

Paid time off

Remote-first, flexible work

Job summary

Placements24 is seeking a highly skilled Technical Support Engineer for a fully remote role to support clients globally. You will diagnose complex software issues, guide advanced troubleshooting, and ensure optimal performance of our industrial automation software.

Responsibilities include expert-level support via remote channels, collaboration with development/QA, documentation, and on-call coverage. A strong background in software support, analytics, and customer focus is essential.

Qualifications

• Bachelor's degree in Computer Science, Engineering, or related field or equivalent practical experience.
• 4+ years in technical software support or similar engineering role.
• Knowledge of software troubleshooting methodologies and tools.
• Proficiency in at least one scripting or programming language (Python, Java, C++).
• Understanding of Windows and Linux operating systems and network protocols.

Responsibilities

• Provide advanced technical support for software products via remote channels (phone, email, video).
• Diagnose, troubleshoot, and resolve complex defects and performance issues.
• Analyze logs and diagnostic data to pinpoint root causes.
• Collaborate with development and QA to reproduce and fix bugs.
• Create and maintain technical documentation and knowledge bases.
• Assist customers with installation, configuration and upgrades.
• Educate customers on best practices for using our software.
• Manage multiple support requests with timely resolution and customer satisfaction.
• Relay customer feedback to the development team for product improvement.
• Participate in on-call rotation for urgent escalations.

Skills

Scripting languages

Operating systems

Remote support

Analytical thinking

Customer focus

Education

Bachelor's degree (CS/Engineering/related)

Job description

About the Role

Our client, a leader in developing cutting-edge software solutions for the industrial automation sector, is seeking a highly skilled Technical Support Engineer. This is a critical remote role focused on providing expert-level technical assistance to our global client base. You will be responsible for diagnosing and resolving complex software issues, guiding clients through advanced troubleshooting, and ensuring the optimal performance of our products. The ideal candidate possesses a strong background in software support, excellent analytical skills, and a passion for helping customers succeed with our technology. This is an exceptional opportunity to join a forward-thinking company that is at the forefront of technological innovation. You will work collaboratively with development and product teams to enhance our offerings and provide unparalleled support. We are committed to empowering our clients with robust and reliable software, and this role is key to that mission.

Key Responsibilities

• Provide advanced technical support for our suite of software products via remote channels (phone, email, video conferencing).
• Diagnose, troubleshoot, and resolve complex software defects, performance issues, and integration challenges.
• Analyze system logs, error messages, and diagnostic data to pinpoint root causes of problems.
• Collaborate closely with software development and quality assurance teams to reproduce and resolve bugs.
• Develop and maintain detailed technical documentation, including knowledge base articles, how-to guides, and troubleshooting procedures.
• Assist customers with software installation, configuration and upgrades.
• Educate customers on best practices for utilizing our software effectively.
• Manage and prioritize multiple support requests, ensuring timely resolution and customer satisfaction.
• Contribute to product improvement by relaying customer feedback and technical insights to the development team.
• Participate in on-call rotation for urgent support escalations as needed.

Requirements

• Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.
• Minimum of 4 years of experience in technical software support or a similar engineering role.
• In-depth knowledge of software troubleshooting methodologies and tools.
• Proficiency in at least one scripting or programming language (e.g., Python, Java, C++).
• Strong understanding of operating systems (Windows, Linux) and network protocols.
• Excellent analytical, problem-solving, and critical-thinking skills.
• Superior written and verbal communication skills, with the ability to explain technical issues clearly.
• Experience with remote support tools and technologies.
• Demonstrated ability to work independently and manage time effectively in a remote setting.
• Must be highly motivated and possess a strong customer-centric attitude.

Benefits

• Our client offers a highly competitive salary package and a comprehensive benefits program, including extensive health coverage, retirement savings options, and paid time off.
• We provide ample opportunities for professional development, including access to advanced training and certifications.
• As a remote-first organization, we prioritize work-life balance and offer the flexibility to work from anywhere.
• This role is specifically designed to be a fully remote position, providing maximum autonomy and convenience for our talented team members.