Senior Support Engineer

SUMMARY:
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POSITION INFO:

Our client is looking for Senior Support Engineer to join their team in Stellenbosch, Western Cape.

The Technical Customer Support Engineer will be working US support hours (17h00 – 02h00 Monday to Friday).

This is mostly a remote roll, with some in-office days.

Overview of the team:

This team takes care of our client’s US and UK customers. It’s a multifunctional team of Account Managers, Integration Developers, Project Managers, and level 2 Support Engineers dedicated to delivering a kick-ass customer experience to our growing international client base.

Key responsibilities include:

• Taking ownership of customer issues and seeing problems through to resolution.
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve issues.
• Following standard procedures for proper escalation of unresolved issues to the Account Managers and other support team members.
• Effectively handing over to the SA support team each day.
• Working with the US sales team to support pre-sales activity such as setting up demos and participating in information gathering conversations with clients.

The position will require someone who is adaptable and able to respond appropriately to the customers depending on their region, business role and type of problem.

The career path for this role is versatile and will depend on the personal goals of the successful candidate.

Responsibilities:

• Research and identify solutions to software and hardware issues.
• Diagnose and troubleshoot technical issues, including account setup and configuration.
• Ask customers targeted questions to quickly understand the root of the problem.
• Track system issues through to resolution, within agreed time limits.
• Talk clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue.
• Properly escalate unresolved issues to appropriate internal teams (Account Managers, Developers etc.)
• Provide prompt and accurate feedback to customers.
• Refer to internal database or external resources to provide accurate tech solutions.
• Ensure all issues are properly logged.
• Prioritise and manage several open issues at one time.
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
• Prepare accurate and timely reports.
• Document technical knowledge in the form of notes and manuals.
• Maintain positive relationships with clients.

Requirements:

• Degree in IT, Computer Science, or relevant field – or equivalent experience.
• Work experience as a Technical Support Engineer or similar role.
• Hands-on experience with mobile environments.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and troubleshoot technical issues.
• Familiarity with remote desktop applications and help desk software (e. Zendesk).
• Excellent problem-solving skills.
• Ability to provide step-by-step technical help, both written and verbal.
• Excellent written and spoken English.

What you can expect from our client:

• Competitive salary and benefits package.
• Being part of a team that has a measurable and direct impact on our client’s success across the globe.
• A challenging and fun working environment that prioritizes learning and development as well as action.
• Budget to set up a home office and monthly fiber costs covered.
• Vibrant work culture.

More about our client:

Our client’s mission is to change the sales conversation between Sales Managers and Reps from “Are you doing your job?” to “How can we improve sales performance?”

Over the years, our client has worked with hundreds of companies and thousands of field sales professionals to help create transparency within their sales environment that leads to trust, collaboration, and smarter sales decisions.

Our client has offices across SA as well as in the UK and US.

Area: Stellenbosch (this is mostly a remote roll, with some in-office days).

Market related salary offered.

Starting date: As soon as possible.

Please apply online if you meet the above-mentioned requirements.

Should you not hear from us within 4 weeks'' time, please consider your application as unsuccessful.