Senior Technical Support Analyst

Our client, a leading provider of enterprise software solutions, is actively seeking a highly skilled and experienced Senior Technical Support Analyst to join their globally distributed team. This is a
** fully remote
** position, offering the flexibility to work from anywhere in
** South Africa**. You will be responsible for providing expert-level technical support, troubleshooting complex issues, and driving customer satisfaction for our enterprise clients. This role requires a deep understanding of our client's software suite and the ability to diagnose and resolve intricate technical challenges. We foster a remote-first culture that emphasizes collaboration, continuous learning, and employee empowerment. If you are a seasoned support professional looking for a challenging and rewarding remote opportunity, this is the role for you.

• Provide advanced technical support and troubleshooting for complex software issues escalated from lower support tiers.
• Diagnose and resolve intricate technical problems, including performance issues, bugs, and integration challenges.
• Serve as a technical resource for Tier 1 and Tier 2 support teams, providing guidance and training.
• Analyze system logs, error messages, and performance data to identify root causes of issues.
• Document solutions, workarounds, and best practices in the company knowledge base.
• Collaborate closely with engineering, product management, and quality assurance teams to report and resolve software defects.
• Proactively identify trends in support issues and recommend product improvements or training materials.
• Manage client expectations and communicate effectively regarding issue status and resolution timelines.
• Participate in on-call rotation to provide after-hours support as needed.

• Minimum of 5 years of experience in a senior technical support, systems engineering, or similar role.
• Proven expertise in troubleshooting complex software applications, databases, and network environments.
• Strong understanding of operating systems (Windows, Linux), scripting languages (e.g., Python, Power Shell), and cloud technologies (AWS, Azure).
• Excellent analytical, problem-solving, and debugging skills.
• Exceptional communication and interpersonal skills, with the ability to clearly articulate technical information to both technical and non-technical audiences.
• Experience with enterprise-level CRM and ticketing systems (e.g., Salesforce, Service Now).
• Ability to work autonomously and manage time effectively in a
  ** fully remote
  ** environment.
• A bachelor's degree in Computer Science, Engineering, or a related field is highly preferred.
• Previous experience in a remote-first or distributed team is a significant advantage.

• Our client offers a competitive salary of
  ** R per annum**, along with performance-based bonuses and stock options.
• This
  ** fully remote
  ** position provides ultimate flexibility and work-life balance.
• We offer a comprehensive benefits package including health insurance, retirement contributions, and generous paid time off.
• Opportunities for continuous learning, professional certifications, and career advancement within a leading global software company are extensive.
• Join a team that values innovation, collaboration, and employee well-being, and make a significant impact from
  ** Rustenburg, North West, ZA
  ** or any location in South Africa.