Product Support Specialist - Mining Technology/Technical Services

Product Support Specialist – Mining Technology

Technical Services | Regional & International Travel

Are you a technically strong problem-solver who enjoys getting under the hood of software, diagnosing complex issues and working directly with customers to keep mission-critical technology running?

We are recruiting a Product Support Specialist for a global technology business serving the mining sector. This is a hands-on technical role at the intersection of software support, coding, troubleshooting, systems administration and customer service.

You will support sophisticated technology deployed across mining operations, helping customers diagnose and resolve technical issues, implement upgrades and new functionality, and maintain the stability and performance of their systems.

This is not a traditional IT helpdesk role. We are looking for someone who can investigate problems at root-cause level, work comfortably with code, databases and technical infrastructure, and communicate confidently with both technical and non-technical customers.

What You’ll Be Doing

• Act as a key point of contact for complex customer support issues.
• Troubleshoot, diagnose and resolve software, application, database and system-related problems.
• Make or support code changes, updates, testing and quality assurance to restore or improve functionality.
• Use structured root-cause analysis to resolve recurring or technically complex issues.
• Support the installation, configuration, validation and upgrade of software solutions across servers, office environments and field equipment.
• Work with SQL and databases to investigate system and application issues.
• Use scripting and programming skills to support troubleshooting, configuration and solution development.
• Support server, cloud, virtualisation and network-related environments where required.
• Maintain accurate technical documentation, ticket updates, escalation notes and resolution records.
• Work collaboratively with regional and international technical teams.
• Guide and support less experienced technical colleagues where appropriate.
• Participate in after-hours / emergency support as required.

What We’re Looking For

• At least 4–5 years’ relevant experience in product support, application support, technical support engineering, software support or a similar technical environment.
• Degree in Computer Science, Engineering or a related technical discipline.
• Strong practical capability in technical troubleshooting, testing and root-cause analysis.
• Exposure to SQL or similar relational databases.
• Proficiency in at least one high-level programming language such as C, C#, .NET, Java or similar.
• Exposure to Linux/Unix environments and scripting is highly advantageous.
• Experience supporting server, cloud or virtualised environments. Microsoft Azure exposure would be beneficial.
• Working knowledge of networking concepts and the ability to troubleshoot connectivity-related issues would be advantageous.
• Strong customer-facing experience, with the ability to explain technical issues clearly to both technical and non-technical audiences.
• Excellent written communication, documentation and time-management skills.
• Willingness to travel to customer sites within South Africa and internationally.

Mining Technology Experience

Previous exposure to mining technology is most preferred, but experience supportinig complex, business-critical technical systems in industrial automation, fleet management, telemetry, OEM equipment technology, control systems, enterprise software, or technically demanding SaaS/product support environments will be considered.

We are particularly interested in candidates with the right underlying technical foundation. Strong application support, coding, database, troubleshooting and customer-facing capability is more important than prior experience on a particular mining platform. Product-specific training can be provided to the right individual.

The Person We’re Looking For

You are naturally curious and do not stop at the first answer. You want to understand why something failed and how to prevent it happening again.

You take ownership of customer issues, remain calm under pressure and know when to solve independently and when to escalate. You are equally comfortable investigating a technical problem, speaking with a customer and documenting a sustainable solution.

Most importantly, you are someone who learns quickly. The environment is technically complex and constantly evolving, so learning agility, ownership and sound technical judgement will be critical to success.

Why Consider This Opportunity?

This is an opportunity to combine software, data, infrastructure and customer support in a technology environment where the solutions you support have a direct impact on large-scale mining operations.

You will gain exposure to complex systems, international technical teams, customer sites and some of the technologies shaping the future of digitally enabled mining.

Interested?

If your background sits somewhere between Application Support, Software Support, Technical Support Engineering and Systems/Application Engineering, we would particularly like to hear from you.

Send your CV to [email protected] quoting reference “Product Support Specialist – Mining Technology”.