Sr. Technical Support Representative (Remote)
Somewhere
Hirezar Summary for South African Applicants
This fully remote full time position at Somewhere explicitly welcomes applicants based in South Africa. As a remote position, you can work from anywhere in South Africa — whether you're based in Johannesburg, Cape Town, Durban, or a smaller town.
Job Description
Location:Remote (LATAM, SA or PH)Contract:Independent ContractorSchedule:Full-Time, Monday-Friday, 8am-5pm CSTAbout Us
We are a growing SaaS (Software-as-a-Service) company that provides critical compliance solutions for the local government water industry. Our platform helps municipalities and public utilities manage complex regulatory requirements with greater efficiency and accuracy. We are a dedicated team focused on delivering exceptional service and building a next-generation solution for a stable and important industry.
The Opportunity
We are seeking a highly skilled and communicativeSenior Technical Support Representativeto serve as a Level 2-3 support person for our platform. This is a hybrid role that demands a strong technical background and exceptional customer-facing communication skills. You will handle deeper customer escalations, perform advanced troubleshooting, and work closely with our implementation team to execute key configuration tasks.
This is a fantastic opportunity for a proactive and experienced professional with a strong technical foundation who is also patient and empathetic. You will be the crucial bridge between our clients and our professional services team, ensuring a seamless and reliable experience for everyone.
Key Responsibilities
* Technical Support & Escalations:Serve as the primary point of contact for deeper customer escalations, diagnosing and resolving complex technical issues.Provide scripting assistance and advanced troubleshooting to support clients and internal teams.Handle both phone and email support, providing clear, concise, and understandable solutions.
Technical Support & Escalations:
* Serve as the primary point of contact for deeper customer escalations, diagnosing and resolving complex technical issues.
Serve as the primary point of contact for deeper customer escalations, diagnosing and resolving complex technical issues.
* Provide scripting assistance and advanced troubleshooting to support clients and internal teams.
Provide scripting assistance and advanced troubleshooting to support clients and internal teams.
* Handle both phone and email support, providing clear, concise, and understandable solutions.
Handle both phone and email support, providing clear, concise, and understandable solutions.
* Implementation & Systems Support:Support our professional services team with repeatable configuration tasks, including scraping and interpreting information from client documents.Build and customize drag-and-drop forms and perform data entry and Excel-based work with a high degree of accuracy.Collaborate with implementation and development teams to ensure a smooth transition from client data to product configurations.
Implementation & Systems Support:
* Support our professional services team with repeatable configuration tasks, including scraping and interpreting information from client documents.
Support our professional services team with repeatable configuration tasks, including scraping and interpreting information from client documents.
* Build and customize drag-and-drop forms and perform data entry and Excel-based work with a high degree of accuracy.
Build and customize drag-and-drop forms and perform data entry and Excel-based work with a high degree of accuracy.
* Collaborate with implementation and development teams to ensure a smooth transition from client data to product configurations.
Collaborate with implementation and development teams to ensure a smooth transition from client data to product configurations.
* Communication & Client Interaction:Communicate clearly and patiently with local government clients who may be less tech-savvy.Handle occasional client-facing interactions with a professional and empathetic demeanor.
Communication & Client Interaction:
* Communicate clearly and patiently with local government clients who may be less tech-savvy.
Communicate clearly and patiently with local government clients who may be less tech-savvy.
* Handle occasional client-facing interactions with a professional and empathetic demeanor.
Handle occasional client-facing interactions with a professional and empathetic demeanor.
Required Qualifications
* Experience:2+ years of experience in a technical support role, with a focus on escalated (Level 2-3) support.
Experience:2+ years of experience in a technical support role, with a focus on escalated (Level 2-3) support.
* Technical Skills:Proven experience withPython scripting language.Moderate to strong familiarity withSQL, Google Cloud architecture, and Go programming language.Strong technical troubleshooting and diagnostic skills in a SaaS environment.
Technical Skills:
* Proven experience withPython scripting language.
Proven experience withPython scripting language.
* Moderate to strong familiarity withSQL, Google Cloud architecture, and Go programming language.
Moderate to strong familiarity withSQL, Google Cloud architecture, and Go programming language.
* Strong technical troubleshoo
Tips for South African Applicants
Timezone Advantage
South Africa (SAST, UTC+2) overlaps well with European business hours and has a few hours of overlap with US East Coast. Mention your timezone flexibility in your application.
Salary in Context
Even without a listed salary, international remote roles typically pay 2-3x more than equivalent local positions in South Africa due to the exchange rate advantage.
Application Tips
Tailor your CV to international standards — use a clean format, highlight remote work experience, and include your English proficiency. Many SA applicants succeed by emphasising their strong work ethic and cultural adaptability.
Load Shedding Preparedness
If you're applying for a remote role, having a backup power solution (UPS, inverter, or generator) and mobile data as a backup internet connection shows employers you're prepared for South Africa's infrastructure challenges.
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About Somewhere
Somewhere is a company in the Recruitment & Staffing industry that hires remote workers from South Africa. They currently have 1819 open positions on Hirezar. View all Somewhere jobs →