Technical Support Consultant – Remote (Global)

About the role

SupportYourApp is looking for a Technical Support Consultant to join its global Intelligent Support‑as‑a‑Service team. You will work remotely, providing high‑quality technical assistance to customers of SaaS, software and hardware solutions across more than 30 countries.

Key responsibilities

• Deliver technical support via chat and email while meeting a 24‑hour response SLA.
• Manage support tickets, conduct retrospectives and feed insights to engineering.
• Review and optimise AI chatbot conversations and Inkeep workflows.
• Maintain customer‑facing documentation in GitBook and improve self‑service resources.
• Enhance Zendesk and Linear ticket‑tracking processes, automations and workflows.
• Handle sensitive customer data securely and stay current with evolving tools.

Required profile

• Fluent English (C1) – both spoken and written.
• 1‑2 years of proven experience in a technical support role.
• Strong ability to translate technical issues for non‑technical users.
• Experience reproducing and troubleshooting complex issues using browser tools, logs and changelogs.
• Understanding of engineering release cycles, migrations and impact assessment.

Required skills

• Zendesk ticket‑management.
• Linear (or similar) issue tracking.
• GitBook documentation platform.
• Grafana for log monitoring (JSON logs).
• Inkeep AI chatbot configuration.
• AI‑first mindset – using AI tools to automate repetitive tasks.
• Familiarity with CRM or marketplace/reselling platforms (plus).

What we offer

• Fully remote work with a fixed schedule (Monday‑Tuesday …).
• Multicultural, multilingual environment and People‑First management.
• Opportunities to master new skills and achieve challenging goals.
• Access to modern support tools and continuous learning.