(Fluent English) Technical Support Consultant

Responsibilities

• Troubleshoot access, configuration, and connectivity issues on a cloud-based, AI-driven data security platform
• Investigate reported issues, document findings, and escalate unresolved cases
• Review system behavior and error patterns to identify causes of technical issues
• Share clear, practical guidance with clients and internal teams
• Assist client IT teams with platform setup and access configuration
• Keep clients informed and manage expectations on request status
• Manage ticket queue in Zendesk by urgency and SLA
• Track recurring issues and share product improvement insights
• Provide multi-channel technical support (email, tickets, live sessions) to enterprise clients

Requirements

• Excellent English communication skills (C1 spoken and written)
• Previous technical support experience with software, SaaS, app or platform products
• Understanding of basic cloud concepts and common cloud product issues
• Structured troubleshooting and clear escalation skills
• Hands-on experience with ticketing systems and SLAs
• Hands-on experience with Zendesk
• Tech-savvy, quick learner, customer-oriented

Preferred Qualifications

• 2+ years in technical support, application support or technical account management for B2B software
• Familiarity with AWS, Azure, Microsoft 365 or Google Workspace
• Understanding of SaaS/IaaS architecture, network basics and enterprise access controls
• Experience with centralized logging tools

Benefits

• Fixed schedule: Sunday to Thursday 11PM-7AM EDT, or Monday to Friday 4PM-12AM EDT
• Fully remote work
• Compensation in USD
• Referral rewards
• Internal health policy and no time-tracking requirements

About the Company

SupportYourApp is a global Intelligent Support-as-a-Service provider serving tech companies since 2010, supporting customers in 60 languages.