Senior Technical Support Specialist - Remote

Our client, a leading software development firm, is seeking a highly experienced Senior Technical Support Specialist to join their dedicated, remote-first team. This fully remote position allows you to leverage your advanced technical skills from anywhere, contributing to a collaborative and innovative environment. You will be instrumental in providing high-level support to our clients, resolving complex technical issues, and ensuring the smooth operation of our software products.

This role demands a deep understanding of our client's technology stack, exceptional problem-solving abilities, and a commitment to delivering outstanding customer experiences. As a Senior Specialist, you will also mentor junior team members, contribute to knowledge base development, and collaborate closely with engineering and product teams to drive product improvements. The ideal candidate is a self-starter, possesses excellent communication skills, and thrives in an independent work setting.

This is a unique opportunity to advance your career in technical support with a company that values expertise, innovation, and employee growth, all while enjoying the flexibility of a remote role based out of the beautiful region of Stellenbosch, Western Cape, ZA .

• Provide expert-level technical support for complex software and system issues.
• Diagnose, troubleshoot, and resolve customer technical problems efficiently.
• Document technical solutions and create comprehensive knowledge base articles.
• Mentor and guide junior technical support staff.
• Collaborate with engineering and product management teams on bug fixes and feature enhancements.
• Analyze support trends to identify systemic issues and recommend solutions.
• Manage customer escalations and ensure prompt resolution.
• Develop and maintain technical documentation and user guides.
• Stay current with new technologies and product updates.
• Contribute to the continuous improvement of support processes and tools.

• Minimum of 7 years of experience in technical support or a related IT role.
• Proven expertise in diagnosing and resolving complex software and hardware issues.
• Strong understanding of operating systems (Windows, macOS, Linux) and network protocols.
• Proficiency in scripting languages (e.g., Python, Bash) is a significant plus.
• Excellent analytical and problem-solving skills.
• Exceptional written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Experience mentoring or leading technical teams.
• Ability to work independently and manage priorities effectively in a remote environment.
• Bachelor's degree in Computer Science, IT, or a related field, or equivalent experience.
• Familiarity with cloud platforms (AWS, Azure, GCP) is advantageous.

• Highly competitive salary package.
• Fully remote work arrangement with flexible hours.
• Comprehensive health, dental, and vision insurance.
• Generous annual leave and paid holidays.
• Professional development budget for training and certifications.
• Opportunities for career advancement within a growing tech company.
• Stock options or performance-based bonuses.
• State-of-the-art remote work tools and resources.
• Collaborative and inclusive company culture.
• Retirement savings plan with company matching.