1 Remote Support jobs in South Africa
Technical Support Analyst (Remote)
Posted 5 days ago
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Job Description
Are you the type of person who enjoys cracking complex technical puzzles and thrives on helping customers get back on track? Do you love diving into databases, scripts, and logs to uncover the “aha!” moment? If so, we’re looking for you to join our team as a Technical Support Analyst.
In this role, you’ll be the go-to problem solver for escalated customer issues. Think of yourself as part detective, part engineer, and part hero, working closely with product and support teams to make sure our customers’ systems run smoothly. You’ll roll up your sleeves, dive into SQL queries, troubleshoot across platforms, and work directly with teams to get to the root cause of issues.
RequirementsGain a comprehensive understanding of customer-deployed products, including their core operational functionalityHandle customer escalations from customer support to investigate and troubleshoot challenging product issues such as product interoperability with the customer operationsCommunicate effectively with customer support to ensure that the proper analysis and investigation materials for the escalated issue are diligently compiledIsolate issues and work with product teams on root cause analysis and resolutionIdentify viable workarounds, if applicable, for high-priority issues affecting customer serviceIdentify root causes and implement urgent fixes for field-impacting product issuesQualifications:
3+ years of experience in a similar roleSolid SQL, shell scripting, and XML skillsSolid business analysis, database, and OS skills with good documentation skillsAbility to read, troubleshoot and debug codeDemonstrable technical problem-solving and troubleshooting skillsWindows technology skills helpful but not requiredBS or MS in Computer Science or equivalent work experienceAdditional notes
5+ years of experience in a similar support roleDemonstrable analytical and technical problem-solving and troubleshooting skills2+ years of experience with SQL Server and Oracle within a Windows server environment on enterprise level applicationsWorking knowledge of designing, writing, and debugging SQL statements a MUSTExcellent understanding of database table structuresCommand of the English language – verbal and written communicationAbility to prioritize and manage time efficientlyNotice problems from a systemic perspectiveRecognizes when action needs to be taken and does so without direction knowledge of other billing platforms a plusBe The First To Know
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