(English C1) L2 Technical Support Engineer (remote, Asia)

SupportYourApp

1d • Remote

About The Position

SupportYourApp is a global Intelligent Support-as-a-Service provider working with technology companies across more than 30 countries and supporting customers in 60 languages. The company offers a remote opportunity in a multicultural and multilingual environment, with a people-first approach and opportunities for learning and development.

The L2 Technical Support Engineer serves as the technical lead for client onboarding, data scanning, and environment discovery troubleshooting. The role supports corporate enterprise clients by investigating complex connectivity, access, configuration, and discovery issues; helping client IT teams configure secure deployment requirements; and translating technical findings into actionable guidance. The engineer also documents and escalates product issues to internal engineering and tracks recurring problems to inform product improvements.

Requirements

• Excellent spoken and written English at C1 level or higher.
• At least 2 years of experience in Technical Support, Application Support, or Technical Account Management handling B2B software environments.
• Strong understanding of how data is stored, secured, and accessed across cloud and on-premises platforms, including M365, Google Workspace, AWS, and Azure.
• Understanding of basic cloud architecture (SaaS/IaaS), network topologies, and standard enterprise access controls.
• Ability to use centralized logging platforms to trace data flows, investigate ingestions, and isolate connectivity or permission failures.
• Strong technical aptitude and ability to quickly learn sophisticated AI-driven data security platforms and security compliance frameworks.
• Excellent troubleshooting and problem-solving abilities.
• Customer-oriented and responsible attitude.
• Excellent interpersonal skills.

Nice To Haves

• Hands-on experience with LDAP and Active Directory, including PowerShell and ADUC, for tree traversals, scope inspection, and service account permission validation.
• Practical understanding of SMB/CIFS protocols, Windows File Servers, and SID-to-ACL permission mapping.
• Experience troubleshooting security settings, API integrations, and access hierarchies in M365, Google Drive, Box, Azure, and cloud storage.
• Familiarity with data-in-transit security, including SSH keys, SSL/TLS certificates, DNS routing, and SSH tunneling.
• Basic proficiency with Linux (Ubuntu) and Kubernetes (k8s/k3s), including kubectl and shell commands for environment inspection.
• Ability to write and interpret basic SQL queries to analyze data schemas and verify database states.

Responsibilities

• Lead technical troubleshooting for client onboarding, data scanning, and environment discovery.
• Diagnose and resolve connectivity issues to support secure metadata collection across client data systems.
• Resolve discovery errors, including cases where raw Security Identifiers (SIDs) appear instead of readable data, and advise client IT teams on directory fixes.
• Audit service logs, error patterns, and system behavior to identify software bugs, misconfigurations, and access restrictions.
• Translate telemetry and investigation findings into actionable guidance for client IT administrators and internal engineering teams.
• Help IT teams configure secure network paths and access permissions required for platform deployment.
• Document, package, and escalate unresolved core product issues to internal engineering.
• Track recurring technical issues across enterprise environments and recommend product improvements to help prevent client downtime.
• Provide high-touch, multichannel technical support through email, tickets, and occasional live sessions for corporate enterprise clients.

Benefits

• Opportunity to work fully remotely.
• Inclusive international environment.
• Compensation in USD.
• Rewards for referring friends.
• Internal health policy.
• Responsive leadership interested in employee development and long-term cooperation.
• Opportunities for self-development.
• A culture built on trust with no time-tracking requirements.
• Fixed schedule: Sunday to Thursday, 11 PM to 7 AM EDT, or Monday to Friday, 4 PM to 12 AM EDT; the applicable schedule depends on the engagement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed