(Fluent English) Technical Support Consultant (remote)

SupportYourApp

6d • Remote

About The Position

SupportYourApp is a global Intelligent Support-as-a-Service company that has collaborated with technology companies since 2010. It operates in more than 30 countries, works from more than 90 countries, and supports customers in 60 languages. The Technical Support Consultant provides high-touch technical support to corporate enterprise clients, helping them onboard and deploy the platform and resolve complex issues involving data discovery, connectivity, permissions, and metadata collection. The role works with client IT teams and internal engineering to investigate findings, explain solutions, and escalate product issues. The position is remote and operates on one of two fixed Monday-to-Friday schedules: 11 PM to 7 AM EDT or 4 PM to 12 AM EDT. Engagement terms may vary, and the agreement defines the specific compensation, benefits, and working conditions.

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 in 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 learn sophisticated AI-driven data security platforms and security compliance frameworks quickly.
• 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), using 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 client onboarding, data scanning, and environment discovery troubleshooting.
• Diagnose and resolve connectivity issues to enable secure metadata collection across client data systems.
• Resolve discovery errors, including cases where raw Security Identifiers appear instead of readable data, and guide client IT teams on directory fixes.
• Review service logs, error patterns, and system behavior to identify software bugs, misconfigurations, and access restrictions.
• Translate telemetry and investigation findings into clear, actionable guidance for client IT administrators and internal engineering teams.
• Help IT teams configure secure network paths and access permissions needed 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 multi-channel technical support through email, tickets, and occasional live sessions to resolve complex enterprise client issues.

Benefits

• Opportunity to work fully remotely.
• Inclusive international environment.
• Compensation in USD.
• Rewards for referring friends.
• Balance between project workload and personal time, alongside an 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.

What This Job Offers

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