(Fluent English) Technical Support Consultant (remote, global)
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 position emphasizes unlocking potential through mastering new skills, achieving challenging goals, and a People First management approach.
Requirements
- Excellent English communication skills (at least C1 for both spoken and written)
- Experience with Zendesk, including workflow optimization, automations and support operations
- Troubleshooting skills, including the ability to distinguish between product bugs, user environment issues and third-party platform limitations
- Experience with Linear or similar modern ticketing and prioritization platforms
- Ability to translate technical concepts into clear, user-friendly language and communicate with both engineers and non-technical users
- Understanding of software releases, migrations and their potential impact on customers and product performance
- Organizational skills, including the ability to identify trends, run support retrospectives and turn insights into actionable feedback
- An AI-first approach, using AI tools to reduce repetitive work and improve chatbot/FAQ automation
- Ability to read and interpret logs (JSON) and troubleshoot issues using tools such as Grafana, browser developer tools and changelogs
- Experience managing incidents, identifying patterns during ticket surges and communicating proactively with customers and internal teams
- Understanding of cross-platform web applications, native applications and common data migration risks such as data loss, malformed records and parsing errors
- Ability to learn and follow precise procedures
- 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 CRM systems
- Familiarity with reselling/marketplace platforms
Responsibilities
- Deliver outstanding technical support via chats and emails
- Manage customer support tickets and maintain a 24-hour response SLA
- Attend regular engineering planning sessions to stay informed on upcoming releases, migrations and product changes
- Prepare and lead recurring support retrospectives, identifying customer trends and helping Engineering prioritize improvements
- Review AI chatbot conversations and optimize Inkeep rules, workflows and responses to improve support quality
- Maintain and improve customer-facing documentation and self-service resources in GitBook
- Improve support systems and processes, including Zendesk workflows, automations and Linear ticket management
- Keep up with evolving tools and technology
- Handle sensitive customer data with care and security
- Apply the latest and greatest customer happiness practices
- Maintain deep understanding of client solutions and meet KPI
Benefits
- Fixed schedule : Monday–Tuesday, Friday from 9 AM–5 PM, and Wednesday–Thursday 12 PM–8 PM, EDT
- 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
