(Fluent English) L2 Technical Support Agent (Remote)
About The Position
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 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. This role offers the opportunity to be part of the world’s leading SaaS, software, or hardware solutions, working in a multicultural and multilingual environment while enjoying the flexibility of a home office. The company emphasizes a People First management approach, encouraging employees to unlock their potential by mastering new skills and achieving challenging goals.
Requirements
- Excellent English communication skills (C1 for both spoken and written)
- At least 1–2 years of proven experience in a Technical Support Engineer or Product Support Engineer role
- Hands-on experience with Windows and Linux operating systems
- Tech-savvy with hands-on experience in hardware troubleshooting
- Solid understanding of hardware and software interactions
- Experience working with logs and performing data analysis
- Strong troubleshooting and problem-solving abilities
- Customer-oriented and responsible attitude
- Excellent interpersonal skills
- Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload)
Nice To Haves
- Experience with UAV/UAS systems
- Hands-on experience with network-related architecture and cloud-based systems
- Experience with and understanding of firewalls and port configuration
Responsibilities
- Deliver outstanding technical support via emails, phone calls and chats
- Take ownership of technical issues reported by customers and triage them as needed
- Analyze and resolve customer inquiries containing technical issues or feedback
- Follow procedures for proper escalation to relevant internal teams and key stakeholders
- Maintain accurate records of failures, maintenance activities, and bugs
- Contribute to and maintain the company’s support knowledge base and related documentation
- Ensure compliance with the company’s Service Level Agreements (SLAs)
Benefits
- Flexible schedule
- Opportunity to cooperate fully remotely
- Inclusive international environment
- Compensation in USD
- Rewards for referring friends
- Balance between project workload and personal time
- Internal health policy
- Responsive leadership interested in your development and long-lasting cooperation
- Greenhouse conditions for self-development
- A culture built on trust, with no time-tracking requirements
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
