Technical Support Engineer

Our client is seeking an experienced and highly motivated Technical Support Engineer to join their innovative team. This role is based remotely, offering flexibility to candidates with a proven ability to provide exceptional technical assistance. The ideal candidate will be adept at diagnosing and resolving complex technical issues across a range of software and hardware platforms. You will be a critical point of contact for clients requiring advanced support, ensuring minimal disruption to their operations.

This position demands a strong technical aptitude, excellent problem-solving skills, and a commitment to delivering outstanding customer service. If you thrive in a challenging, remote‑first environment and are passionate about technology, this opportunity in Nelspruit, Mpumalanga is for you.

• Provide Tier 2 and Tier 3 technical support to customers via remote channels (phone, email, chat, remote desktop).
• Diagnose, troubleshoot, and resolve complex hardware, software, and network issues.
• Analyze technical problems, identify root causes, and implement permanent solutions.
• Escalate unresolved issues to appropriate engineering or development teams with detailed documentation.
• Develop and maintain technical documentation, including user guides, FAQs, and knowledge base articles.
• Collaborate with product development teams to provide feedback on product performance and identify areas for improvement.
• Assist in the development and delivery of technical training sessions for clients and internal staff.
• Manage and prioritize support tickets to ensure timely resolution of customer issues.
• Contribute to the continuous improvement of support processes and tools.
• Stay current with technological advancements and our client's product updates.

• Minimum of 3 years of experience in a technical support or IT support role.
• Strong understanding of operating systems (Windows, macOS, Linux), networking concepts (TCP/IP, DNS, DHCP), and common software applications.
• Proficiency in diagnosing and resolving hardware and software issues.
• Excellent analytical and problem-solving skills with the ability to think critically under pressure.
• Exceptional communication and interpersonal skills, with the ability to explain technical information clearly to non-technical users.
• Experience with remote support tools and ticketing systems.
• Relevant technical certifications (e.g., CompTIA A+, Network+, CCNA) are a plus.
• Ability to work independently and manage time effectively in a remote setting.
• A Bachelor's degree in Computer Science, Information Technology, or a related field is advantageous.
• Must be eligible to work remotely and reside within a feasible time zone for collaboration with Nelspruit, Mpumalanga based teams.

• Competitive salary and remote work allowance.
• Flexible working hours, supporting a healthy work‑life balance.
• Opportunity to work with a leading technology company and its innovative products.
• Access to continuous learning and professional development resources.
• A dynamic and collaborative remote team environment.
• Direct impact on customer satisfaction and product success.