Remote Technical Support Engineer

Our client is seeking a skilled and dedicated Remote Technical Support Engineer to join their distributed team, providing expert assistance to users operating within the Durban region and beyond. This role is critical for maintaining client satisfaction by offering in-depth technical support and troubleshooting for complex issues. You will collaborate closely with engineering and product teams to identify root causes and implement lasting solutions, ensuring minimal disruption to user operations.

This is an excellent opportunity for an experienced technical support professional who thrives in a remote work environment and is passionate about solving challenging technical problems.

• Provide advanced technical support and troubleshooting for clients via phone, email, and remote desktop tools.
• Diagnose and resolve complex software, hardware, and network issues.
• Document technical solutions, create knowledge base articles, and contribute to support documentation.
• Collaborate with development teams to report bugs and suggest product enhancements based on customer feedback.
• Manage and prioritize support tickets, ensuring timely resolution within service level agreements (SLAs).
• Stay current with product updates and industry best practices in technical support.

• Proven experience as a Technical Support Engineer or in a similar advanced support role.
• Strong understanding of operating systems (Windows, macOS, Linux), network protocols, and common software applications.
• Experience with scripting languages (e.g., Python, Power Shell) is a plus.
• Excellent analytical and problem-solving skills, with a methodical approach to diagnostics.
• Exceptional communication skills, with the ability to explain technical concepts to non-technical users.
• Comfortable working independently and collaboratively in a fully remote setting.

• Competitive annual salary and potential bonuses.
• Comprehensive health, dental, and vision insurance.
• Fully remote position offering flexibility and work-life balance.
• Access to online learning platforms and professional development resources.
• A dynamic and supportive team environment focused on technical excellence.