(English C1) Technical Support Associate (remotely)

SupportYourApp

2d•Remote

About The Position

SupportYourApp is a global Intelligent Support-as-a-Service provider that has partnered with technology companies and industry leaders in more than 30 countries since 2010. The company provides secure customer and technical support across diverse industries and in 60 languages. The Technical Support Associate will provide Tier 1 and Tier 2 support to customers using a client platform. The role handles customer issues through email and chat, with occasional calls, and includes troubleshooting, reproducing and escalating issues; diagnosing problems with internal tools and technical records; maintaining configurations; and helping customers understand the platform. The engagement is described as short-term, with the potential for a long-term collaboration. The role is fully remote, with a fixed Monday–Friday schedule from 9 AM to 5 PM CDT. Specific compensation, benefits, and work conditions will be defined in the agreement if selected, and may vary according to engagement terms.

Requirements

English communication skills at C1 level or higher for both spoken and written communication.
1–3 years of experience in customer support; SaaS or technical-environment experience is preferred.
Excellent written and verbal communication skills, with a professional and empathetic approach.
Strong organizational skills and attention to detail, including the ability to manage multiple tasks and priorities.
Analytical mindset and ability to recognize patterns in support data.
Hands-on experience with Zendesk and Jira.
Confidence working with technical tools and administrative interfaces.
Practical experience using generative AI to improve operational workflows and customer-facing work.
Personal computer with at least 8 GB of RAM and a stable internet connection of at least 50 Mbps download and 40 Mbps upload.

Nice To Haves

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

Responsibilities

Handle support requests by email and chat, and occasionally join customer calls to review issues live.
Provide Tier 1 and Tier 2 support by troubleshooting, reproducing issues, and escalating complex cases.
Diagnose issues using internal tools, logs, configuration files, and databases.
Escalate cases to engineering, delivery, sales, or customer service, and keep customers updated on escalated cases.
Perform routine configuration maintenance and test customer configuration changes.
Help customers understand the platform, its best practices, and its limitations so they can resolve issues independently.
Monitor chatbot workflows and suggest improvements.