Technical Support Consultant

SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm, and MacPaw in 30+ countries since 2010. They deliver secure customer and technical support across 60 languages and diverse industries.

Join their community as a Technical Support Consultant today and thrive in a multicultural and multilingual environment while enjoying a home office setup. Unlock your potential by mastering new skills and achieving challenging goals under their People First management approach.

What You Will Do:

• Deliver outstanding customer support and service requests via emails and calls, occasionally joining remote calls to address customer needs or observe issues live;
• Provide Tier 1 and Tier 2 support, troubleshooting common product behaviors, reproducing reported issues, and escalating complex ones to Tier 3 and beyond;
• Analyze internal tooling, automated logs, customer configuration files, and databases to triage and diagnose issues;
• Escalate issues to the appropriate team and remain the customer’s main point of contact, providing updates on progress, impact, and fixes or workarounds;
• Perform routine, low-complexity configuration maintenance within pre-approved scopes and assist with testing customer configuration changes;
• Act as the product expert, explaining platform functionality, capabilities, and self-service solutions;
• Monitor automated chatbot workflows and suggest improvements to enhance customer interactions;
• Collaborate with other teams to investigate complex issues and improve overall customer experience.

What You Need to Succeed:

• Excellent English skills (C1 level for both spoken and written communication);
• 1-3 years of experience in a customer support role within a SaaS, software, or technical environment;
• Experience using ticketing systems such as Zendesk, Jira, or similar support platforms;
• Comfort navigating technical tools or admin interfaces;
• Experience applying AI to enhance internal operational workflows and elevate customer-facing deliverables;
• Strong troubleshooting and problem-solving skills;
• Analytical mindset with proficiency in pattern recognition and trends across customer support data;
• The ability to manage multiple tasks and priorities simultaneously;
• Commitment to delivering high-quality customer service and meeting performance targets;
• Personal laptop or computer (minimum 8GB of RAM) and a stable internet connection (minimum 50 Mbps download and 40 Mbps upload).

Nice to Have:

• Experience in software development, APIs, or other technical roles.

Benefits:

• Full-time position: Monday–Friday, from 10 AM to 6 PM (GMT+2);
• Opportunity to work fully remotely;
• Inclusive international environment;
• Compensation in USD;
• Rewards for referring friends;
• Balance between project workload and personal time, with an internal health policy;
• Responsive leadership focused on your growth and long-term cooperation;
• Greenhouse conditions for self-development;
• A culture built on trust, with no time-tracking requirements.