(Fluent English) Technical Support Consultant (remote)

Who are we?

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. So what if you had a chance to be a part of the world’s leading SaaS, software, or hardware solutions?

Join our community as a Technical Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. Excited? Let’s see what it takes.

What you will do:

• 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.

What you need to succeed in this role:

• Excellent English communication skills (at least C1 for both spoken and written);
• At least 1–2 years of proven experience in a Technical Support role;
• Experience translating technical issues for non-technical users (high EQ);
• Experience reproducing and troubleshooting complex technical issues using browser tools, logs, and changelogs;
• Solid understanding of engineering workflows, including releases, migrations, and potential user impact;
• Ability to clearly distinguish product bugs from user environment issues and third-party limitations;
• Experience escalating incidents with structured documentation (impact, timeline, reproduction steps);
• Experience reading logs (e.g, Jason) in tools like Grafana;
• Familiarity with marketplace or reselling platforms
• AI-first mindset, using AI tools to reduce repetitive work and improve support efficiency
• Hands-on experience with Zendesk and Linear (or similar ticket-tracking systems);
• Strong organizational skills, including tracking patterns, running retrospectives, and turning insights into actionable feedback;
• Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload).

Will be a great plus:

• Experience with CRM systems;
• Familiarity with reselling/marketplace platforms.

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, but also – 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.

*The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.

You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn.

So if you're a proactive Support Specialist who thrives on solving problems, ensuring customer satisfaction, and delivering outstanding service, don't miss this opportunity and send us your CV in English to collaborate with us!

Over 1500+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp.

Know someone perfect for the role? Refer them and get rewarded!

We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.

Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice.

Internal job code: 3G3