(Fluent English) Technical Support Consultant (Remotely)

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 emails and chats;
• Take ownership of technical issues reported by customers and triage them as needed;
• Participate in weekly or bi-weekly engineering planning sessions to share customer insights;
• Run recurring support retrospectives to surface themes and inform engineering priorities;
• Review and improve AI chatbot responses by refining rules and behavior;
• Maintain and improve knowledge base content;
• Optimize support tooling and workflows across Zendesk and Linear;

What you need to succeed in this role:

• Excellent English communication skills (C1 for both spoken and written);
• At least 1 year of proven experience in a Technical Support position;
• Strong ability to translate between technical engineering context and non-technical customer communication;
• Tech-savvy with hands-on experience triaging issues, creating well-structured tickets, and tracking themes across support volume;
• Hands-on experience with Zendesk or similar customer support platforms;
• AI-savvy and proactive in using AI tools to improve support efficiency and automate repetitive workflows;
• Strong troubleshooting and problem-solving abilities;
• Customer-oriented and responsible attitude;
• Excellent interpersonal skills;
• 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 Linear (or equivalent issue trackers);
• Ability to interpret logs or structured data (e.g., JSON) and support basic troubleshooting using tools like Grafana or similar;
• Experience or familiarity with ecommerce/reselling platforms;

Benefits:

• Fixed Schedule: Mon–Fri: 8 AM - 4 PM (MDT time zone);
• 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 1300+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp.

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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.;