Technical Support Consultant (English C1, Remote)

About the role

SupportYourApp is a global Intelligent Support-as-a-Service provider working with companies such as Mastercard, Calm and MacPaw, operating in 30+ countries and supporting customers in 60 languages. It is looking for a Technical Support Consultant to provide high-touch, multi-channel support for corporate enterprise clients on a cloud-based, AI-driven data security platform, working from home.

Key responsibilities

• Troubleshoot access, configuration and connectivity issues on the cloud-based data security platform
• Investigate reported issues, document findings and escalate unresolved cases to the relevant teams
• Review system behaviour and error patterns to help identify the root cause of technical issues
• Share clear, practical guidance with clients and internal teams
• Help client IT teams set up the platform and configure access
• Keep clients informed about request status and manage expectations
• Manage the ticket queue in Zendesk by urgency and SLA, track recurring issues and share improvement insights
• Provide high-touch support via email, tickets and occasional live sessions

Required profile

• Excellent English at C1 level, spoken and written
• Previous technical support experience for a technical product (software, SaaS, app or platform)
• 2+ years of hands-on experience with Zendesk
• Plus: 2+ years in a technical support, application support or technical account management role in B2B software environments

Required skills

• Basic understanding of cloud concepts (SaaS, cloud-hosted vs installed software, user access and permissions)
• Structured troubleshooting and escalation
• Hands-on experience with ticketing systems, queues, priorities and SLAs
• Plus: familiarity with AWS, Azure, Microsoft 365 or Google Workspace, and centralized logging tools

What we offer

• Fixed schedule: Sunday to Thursday 11PM-7AM EDT or Monday to Friday 4PM-12AM EDT
• Full remote work in an inclusive international environment
• Compensation in USD
• Rewards for referring friends
• Work-life balance, responsive leadership and a culture of trust with no time tracking