Remote Technical Support Engineer

About the Role

Our client is seeking an experienced Remote Technical Support Engineer to provide advanced technical assistance to users globally, supporting their operations from a remote-first perspective, serving clients in the Nelspruit region and beyond. You will be responsible for diagnosing complex technical issues, providing timely resolutions, and contributing to the knowledge base to improve support efficiency. This role requires strong technical acumen, excellent problem-solving skills, and the ability to communicate effectively in a virtual environment. You will be a key player in ensuring customer satisfaction with our client's technical products.

Key Responsibilities

• Provide Tier 2/3 technical support for software and hardware issues via remote channels.
• Analyze, troubleshoot, and resolve complex technical problems reported by customers.
• Document technical solutions and create knowledge base articles for recurring issues.
• Collaborate with engineering and product teams to identify and resolve product defects.
• Maintain clear and concise communication with customers throughout the support process.

Requirements

• Minimum of 4 years of experience in a technical support engineering role, with a strong emphasis on remote support.
• Proficiency in troubleshooting operating systems (Windows, Linux, macOS), networking, and common enterprise applications.
• Experience with scripting languages (e.g., Python, Bash) for automation is a plus.
• Excellent analytical and problem-solving skills, with a methodical approach.
• Strong written and verbal communication skills, essential for remote collaboration.

Benefits

• Highly competitive salary and performance-based incentives.
• Fully remote position offering maximum flexibility.
• Comprehensive medical, dental, and vision insurance.
• Generous allowance for home office equipment and professional development.
• Access to cutting-edge technology and a culture that fosters innovation.