Customer Support Agent - Tier 2

Our client, a rapidly expanding technology company specializing in cloud solutions, is seeking a highly skilled Tier 2 Customer Support Agent for their office in Midrand
. This role is critical for resolving complex technical issues that require in-depth knowledge and troubleshooting expertise. You will work closely with Tier 1 support and engineering teams to ensure swift and effective solutions for our enterprise clients. This is a demanding but rewarding position for a technically adept individual who thrives on problem-solving. This position requires you to be based in Midrand
, Gauteng, offering a hands-on, in-office experience.

• Provide advanced technical support for complex customer issues escalated from Tier 1 support.
• Diagnose and troubleshoot software, hardware, and network problems related to our cloud services.
• Analyze system logs and error messages to identify root causes of issues.
• Communicate technical solutions clearly and effectively to customers via phone, email, and chat.
• Collaborate with engineering and product development teams to resolve bugs and implement fixes.
• Document troubleshooting steps, solutions, and technical knowledge in the knowledge base.
• Assist in developing and updating support documentation and procedures.
• Identify trends in customer issues and provide feedback to improve product stability and user experience.
• Participate in on‑call rotation as required for urgent support needs.

• Minimum of 3 years of experience in a Tier 2 or higher technical support role, preferably in SaaS or cloud computing.
• Strong technical aptitude and in-depth knowledge of operating systems (Windows Server, Linux), networking concepts, and cloud technologies (AWS, Azure, GCP).
• Proven ability to troubleshoot complex technical problems efficiently.
• Excellent problem-solving, analytical, and critical thinking skills.
• Strong written and verbal communication skills, with the ability to explain technical concepts to a non-technical audience.
• Experience with ticketing systems (e.g., Jira Service Desk, Zendesk) and remote support tools.
• Ability to work independently and manage time effectively in a fast-paced environment.
• A relevant technical certification is highly desirable.
• Must be willing to work onsite in Midrand
  , Gauteng.

Our client offers a competitive salary, comprehensive medical and dental insurance, a retirement annuity, and performance bonuses.

You will have the opportunity to work with cutting-edge technology and gain valuable experience in the cloud sector. This role provides a challenging yet supportive work environment within our Midrand office. Join our client and be part of a team that is at the forefront of cloud innovation.

We are committed to fostering a culture of learning and provide ample opportunities for professional development.