Remote Technical Support Engineer - Installation & Maintenance

About the Role

Our client is seeking an experienced Remote Technical Support Engineer specializing in installation and maintenance to join their global support team. This position offers the flexibility to work from home while providing advanced technical assistance to customers and field teams. You will be instrumental in guiding clients through complex installations, troubleshooting intricate issues, and ensuring the optimal performance of sophisticated equipment. This role requires a deep technical understanding, exceptional problem-solving skills, and the ability to communicate complex solutions clearly in a remote setting , supporting clients across various time zones.

Key Responsibilities

• Provide Tier 3 technical support for installation and maintenance issues via remote channels (phone, email, video conference).
• Conduct in-depth remote diagnostics and troubleshooting for complex hardware and software problems.
• Develop and update comprehensive technical documentation, including installation guides and maintenance procedures.
• Collaborate with R&D and product management teams to address recurring issues and improve product design for easier installation and maintenance.
• Train and mentor junior support staff and field technicians on advanced troubleshooting techniques.
• Analyze performance metrics and customer feedback to identify trends and propose solutions for product enhancement in the Stellenbosch region and beyond.

Requirements

• Bachelor's degree in Computer Science, Engineering, or a related technical field.
• Minimum of 6 years of experience in technical support engineering, with a focus on installation and maintenance.
• Expertise in diagnosing and resolving complex technical issues across diverse systems.
• Strong understanding of networking, operating systems, and database technologies.
• Excellent communication, presentation, and customer-facing skills, particularly in a virtual environment.
• Experience with remote diagnostic tools and advanced troubleshooting methodologies.

Benefits

• Highly competitive salary and performance-based bonuses.
• Full remote work flexibility with a dedicated home office stipend.
• Comprehensive medical, dental, and vision insurance plans.
• Significant opportunities for career advancement and specialized technical training.

Join a collaborative and innovative team that values technical expertise and work-life balance, supporting professionals from Stellenbosch and worldwide.