(English C1) Technical Support Associate (remotely)

Responsibilities

• Handle support requests by email and chat, and join occasional customer calls
• Provide Tier 1 and Tier 2 support: troubleshoot, reproduce issues, and escalate complex cases
• Diagnose issues using internal tools, logs, configuration files, and databases
• Escalate to engineering, delivery, sales, or customer service, and keep customers updated
• Handle routine configuration maintenance and test customer configuration changes
• Help customers understand the platform, its best practices, and its limits
• Monitor chatbot workflows and suggest improvements

Requirements

• Excellent English communication skills (at least C1, spoken and written)
• 1-3 years of experience in customer support, ideally in SaaS or a technical environment
• Strong organizational skills and attention to detail
• Analytical mindset and pattern recognition in support data
• Hands-on experience with Zendesk and Jira
• Confidence working with technical tools and admin interfaces
• Practical experience using generative AI in operational workflows
• Personal computer (at least 8GB RAM) with stable internet (50 Mbps download, 40 Mbps upload)

Preferred Qualifications

• Background in software development, APIs, or another technical role

Benefits

• Fixed schedule: Monday-Friday, 09:00-17:00 CDT
• Fully remote cooperation
• Compensation in USD
• Balance between project workload and personal time
• No time-tracking requirements

About the Company

SupportYourApp is a global Intelligent Support-as-a-Service provider working with tech companies in 30+ countries since 2010.