Senior Technical Support Engineer - Software Solutions

Our client, a rapidly growing technology firm specializing in enterprise software solutions, is looking for a highly skilled Senior Technical Support Engineer to join their dedicated team in Cape Town, Western Cape . This role is critical for providing advanced technical assistance and ensuring the seamless operation of our client's complex software products for their valued clientele. The ideal candidate will possess a deep understanding of software troubleshooting, system integrations, and client-facing support, coupled with a passion for problem-solving and client success.

You will be working with a diverse range of clients, from startups to large enterprises, and will be instrumental in maintaining our client's reputation for excellence. This is an exciting opportunity to contribute to a forward-thinking company and play a key part in its ongoing success.

• Provide expert-level technical support and troubleshooting for our client's software products to customers in Cape Town, Western Cape .
• Diagnose and resolve complex technical issues, including software defects, performance bottlenecks, and integration challenges.
• Act as a technical point of contact for key accounts, managing communication and ensuring client satisfaction throughout the support lifecycle.
• Collaborate with engineering and product management teams to identify bugs, propose solutions, and influence product roadmaps based on customer feedback.
• Develop and maintain comprehensive technical documentation, knowledge base articles, and best practice guides for both internal teams and external clients.
• Conduct in-depth technical training sessions for clients and internal support staff.
• Monitor system performance and proactively address potential issues before they impact clients.
• Contribute to the continuous improvement of support processes and tools.
• Mentor junior support engineers, sharing expertise and fostering a culture of learning.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in a technical support or engineering role, with a strong focus on software applications.
• In-depth knowledge of operating systems (Windows, Linux), networking protocols, and database technologies (SQL).
• Proven ability to troubleshoot complex software issues and perform root cause analysis.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
• Experience with scripting languages (e.g., Python, Bash) is highly desirable.
• Familiarity with cloud platforms (AWS, Azure, GCP) is a plus.
• Strong customer service orientation and a proven track record of building client trust.
• Must be based in or able to reliably commute to Cape Town, Western Cape for on-site support.

Our client offers a highly competitive salary commensurate with experience, along with performance-based incentives. Comprehensive benefits include top-tier medical aid, a generous pension fund, and significant opportunities for professional development and career advancement within a global organization. Employees enjoy a dynamic work environment in the heart of Cape Town, Western Cape , with access to state-of-the-art facilities. We provide ample paid time off, including annual leave, sick leave, and public holidays.

Additional perks include regular team events, ongoing training programs, and a supportive management structure focused on employee well-being and growth. Join a company that is at the forefront of technological innovation.