Technical Support Engineer

About the Role Our client, What Jobs Direct, a leading innovator in the recruitment technology sector, is seeking a skilled and motivated Technical Support Engineer to join their operations in Upington, Northern Cape
. This critical role involves providing high-level technical assistance to users of the What Jobs Direct platform, diagnosing and resolving complex software and system issues, and ensuring a seamless user experience. You will be a key point of contact for technical queries, requiring a deep understanding of our client's technology stack and a passion for problem-solving. The ideal candidate will be adept at troubleshooting, possess excellent analytical skills, and be committed to delivering exceptional support.

This is an excellent opportunity to advance your career in a growing tech company, contributing directly to the stability and performance of our services in the Northern Cape region. We are looking for individuals who thrive in a challenging environment and are dedicated to finding effective solutions for our valued users. Your technical acumen will be vital in supporting our client's mission to connect talent with opportunity.

• Provide expert technical support to end-users regarding the What Jobs Direct platform, troubleshooting software, hardware, and network issues.
• Diagnose, troubleshoot, and resolve complex technical problems efficiently and effectively.
• Document all support interactions, resolutions, and recurring issues in the ticketing system.
• Escalate critical issues to senior engineers or development teams when necessary, providing detailed diagnostic information.
• Develop and maintain technical documentation, including FAQs, user guides, and troubleshooting articles.
• Collaborate with the product and engineering teams to identify and address software bugs and performance issues.
• Contribute to the continuous improvement of support processes and tools.
• Monitor system performance and proactively identify potential issues before they impact users.
• Assist in the training of junior support staff on technical aspects of the platform.
• Stay up-to-date with the latest technologies and industry best practices relevant to technical support.

• Bachelor's degree in Computer Science, Information Technology, or a related technical field, or equivalent practical experience.
• Proven experience as a Technical Support Engineer, IT Support Specialist, or a similar role, preferably in a SaaS environment.
• Strong knowledge of operating systems (Windows, macOS, Linux), network protocols, and common software applications.
• Experience with database technologies (SQL) and scripting languages (e.g., Python, Bash) is a plus.
• Excellent analytical, problem-solving, and troubleshooting skills.
• Strong communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
• Experience with helpdesk ticketing systems (e.g., Zendesk, Jira Service Management).
• Ability to work independently and manage time effectively in a hybrid work environment.
• Familiarity with cloud platforms (AWS, Azure, GCP) is advantageous.
• Residing in or near Upington, Northern Cape to facilitate the hybrid work model.

• Attractive salary package with performance bonuses.
• Comprehensive benefits including medical aid and retirement fund contributions.
• Excellent opportunities for professional growth and certifications.
• A collaborative and innovative work culture.
• Exposure to cutting-edge recruitment technology.
• Hybrid work arrangement offering a balance between office and remote work.