Software Support Engineer (Remote)

A founder-led, boutique software engineering studio based in Cape Town works with businesses globally to expand access, accelerate learning and save lives with bespoke software products.

Role Overview

The business needs a proactive, enthusiastic Full-Stack Support Engineer to join their team. This is a dynamic role designed for individuals who thrive on solving complex and diverse technical challenges, enjoy direct client interaction, and possess an enthusiasm for continuous learning, particularly in software development. The successful candidate will play a crucial role in ensuring client satisfaction by building and enhancing features, providing timely support, troubleshooting complex issues, and actively contributing to process improvements and documentation. This position is ideal for someone looking to grow their technical AND client-facing skills within a fast-paced development environment.

Key Responsibilities:

Technical Support and Engineering

• Build new features and enhance existing features across several projects.
• Diagnose and resolve technical issues and bugs across various projects, ensuring timely resolution.
• Write clean, efficient, and well-documented code.
• Participate in code reviews and contribute to improving overall code quality.
• Ensure that software dependencies are regularly reviewed and kept up to date.
  
  
  

Cross-Functional Team Collaboration

• Collaborate with other members of the engineering team to address recurring technical problems and improve product quality.
• Collaborate with the design team to assess the technical feasibility of UI/UX designs, ensuring that designs are practical and align with system capabilities.
  
  
  

Client Engagement

• Serve as a primary technical contact for clients, efficiently managing inquiries and support requests.
• Provide technical guidance during client onboarding and setup, ensuring smooth transitions.
• Translate complex technical information for non-technical stakeholders and convert business requirements to technical specifcations.
  
  
  

Process Documentation and Improvement

• Develop and maintain technical documentation (FAQs, troubleshooting guides, knowledge base articles).
• Contribute to defining and refining technical support procedures and best practices.
  
  
  

Required Skills and Qualifications:

• Minimum of 2 years of software engineering experience
• Proven problem-solving and analytical skills with an ability to dissect complex issues
• Foundational understanding of software development principles and methodologies
• Familiarity with modern technologies. The business builds and maintains in TypeScript, React and Node.js, but are open to candidates from different stacks if they are keen and willing to upskill.
• Demonstrated enthusiasm for continuous learning of new technologies, programming languages, and software development concepts
• Strong verbal and written communication skills, with the ability to articulate technical details clearly to both technical and non-technical audiences
• Customer-centric mindset and a service-oriented attitude
• Comfort in engaging directly with clients to understand their challenges and provide solutions
• Proven experience and comfort with remote work and virtual collaboration environments
• Self-motivated with excellent time management skills and the ability to work independently while prioritising multiple tasks
  
  
  

Performance Measures

• Support ticket resolution based on cycle time and customer satisfaction.
• Contribution to support documentation based on quality and completeness.
• Adherence to code quality standards based on code review feedback loops.
• Demonstrated growth in technical skills over time