(English C1) L1 Technical Support Consultant (remote, Global)

Who we are?

SupportYourApp is a global Intelligent Support-as-a-Service leader, collaborating with top-tier tech companies like Mastercard, Calm, and MacPaw since 2010. We operate in 30+ countries and from 90+ countries, and support customers in 60 languages, helping SaaS, software, and hardware brands deliver secure, world-class customer and technical support.

What you will do:

• Troubleshoot access, configuration, and connectivity issues on a cloud-based, AI-driven data security platform;
• Investigate reported issues, document findings, and escalate unresolved cases to the relevant teams;
• Review system behavior and error patterns to help identify the cause of technical issues;
• Share clear, practical guidance with clients and internal teams based on your findings;
• Assist client IT teams with platform setup and access configuration;
• Keep clients informed about the status of their requests and manage expectations clearly;
• Manage your ticket queue in Zendesk, prioritizing by urgency and SLA;
• Track recurring issues and share insights that help improve the product and the client experience.
• Provide high-touch, multi-channel technical support (email, tickets, and occasional live sessions) to resolve complex issues for corporate enterprise clients.

What you need to succeed in this role:

• Excellent English communication skills (at least C1 for both spoken and written);
• Previous experience in a technical support role supporting a technical product (software, SaaS, app, or platform);
• Understanding of basic cloud concepts (SaaS, cloud-hosted vs. installed software, user access and permissions) and common issues in cloud-based products;
• Structured troubleshooting skills: confirming the scope of an issue, gathering details, reproducing the problem, and escalating with complete and clear information;
• Hands-on experience with ticketing systems, including managing queues, priorities, SLAs, and internal notes;
• Hands-on experience with Zendesk;
• Tech-savvy, with the ability to learn new products, tools, and processes quickly;
• Customer-oriented and responsible attitude;
• Excellent interpersonal skills.

Will be a great plus:

• 2+ years of experience in a Technical Support, Application Support, or Technical Account Management role handling B2B software environments;
• Familiarity with cloud platforms such as AWS, Azure, Microsoft 365, or Google Workspace;
• Understanding of cloud architecture (SaaS/IaaS), network basics, and enterprise access controls;
• Experience using centralized logging tools to investigate connectivity or permission issues.

Benefits:

• Fixed schedule: Sunday to Thursday, from 11PM to 7AM at EDT, or Monday to Friday, from 4PM to 12AM at EDT;
• Opportunity to cooperate fully remotely;
• Inclusive international environment;
• Compensation in USD;
• Rewards for referring friends;
• Balance between project workload and personal time, but also – internal health policy;
• Responsive leadership interested in your development and long-lasting cooperation;
• Greenhouse conditions for self-development;
• A culture built on trust, with no time-tracking requirements.

*The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.

Internal job code: 4GH