(fluent English) Technical Support Consultant, SaaS (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 customer support and service requests via emails and calls, while occasionally joining remote calls to talk through a customer's needs or watch their issue happen live;
• Provide Tier 1 and Tier 2 support, troubleshooting common product behaviors, reproducing reported issues, and escalating the complex ones to Tier 3 and beyond;
• Dig through internal tooling, automated logs, customer configuration files, and databases to triage and diagnose issues;
• Escalate issues to the right team and stay the customer's main point of contact with updates on progress, impact, and the fix or workaround;
• Run routine, low-complexity configuration maintenance within pre-approved scopes, and pitch in on delivery tasks like testing customer configuration changes;
• Be the product expert, explain how the platform works, what it can and can't do, and how they can solve things on their own;
• Monitor automated chatbot workflows and suggest updates that make those conversations work better;
• Collaborate with other teams to investigate complex issues and improve the overall customer experience.

What you need to succeed in this role:

• Excellent English skills (C1 for both spoken and written);
• 1-3 years of experience in a customer support role within a SaaS, software or technical environment is a must;
• Experience using ticketing systems such as Zendesk, Jira or similar support platforms;
• Comfortable navigating technical tools or admin interfaces;
• Experience applying AI to enhance internal operational workflows and elevate customer-facing deliverables;
• Strong troubleshooting and problem-solving skills;
• Analytical mindset, proficiency in pattern-recognition and trends across customer support data;
• The ability to manage multiple tasks and priorities simultaneously;
• Commitment to delivering high-quality customer service and meeting performance targets;
• Personal laptop or computer (at least 8Gb of RAM) and a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload).

Will be a great plus:

• Experience in software development, APIs or other technical roles is a plus.

Benefits:

• This is a full-time position: Monday–Friday, from 10AM to 6PM (GMT+2);
• 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 growth 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.