Technical Support Consultant (Fluent English, Remote)

About the Role

SupportYourApp is an international leader in Intelligent Support-as-a-Service, providing technical and customer support to major technology firms and market leaders such as MasterCard, Calm, and MacPaw in over 30 countries since 2010. Operating across 60 languages and diverse industries, this role offers the opportunity to work remotely with cutting-edge SaaS, software, or hardware solutions in a multicultural setting.

Primary Responsibilities

• Provide high-quality technical support through chat and email communication channels.
• Ensure timely management of customer support tickets meeting a 24-hour response service level agreement (SLA).
• Participate in regular engineering planning meetings to stay current on product updates, releases, and migrations.
• Lead and prepare recurring support review sessions to analyze customer feedback, identify trends, and assist Engineering teams in prioritizing improvements.
• Evaluate AI chatbot conversations and enhance automated workflows and responses to boost support effectiveness.
• Maintain and update customer-facing documentation and self-service materials via GitBook.
• Contribute to enhancements of support systems and procedures including workflows, automations in Zendesk, and ticket management in Linear.
• Continuously update knowledge on new support tools and technologies.
• Handle sensitive customer data responsibly following security standards.
• Implement advanced customer satisfaction practices.
• Develop and maintain a strong understanding of client products and consistently achieve key performance indicators (KPIs).

Required Qualifications

• Proficiency in English at a minimum C1 level for both written and verbal communication.
• At least 1 to 2 years of substantial experience in a technical support capacity.
• Capability to interpret technical problems clearly for non-technical customers, demonstrating high emotional intelligence.
• Skilled in diagnosing and troubleshooting complex technical issues using browser tools, logs, and change documentation.
• Good comprehension of engineering processes including software releases, migrations, and user impact analysis.
• Able to differentiate between product bugs, environmental user issues, and third-party software limitations.
• Experience in escalating incidents with well-structured reports detailing impact, timeline, and steps to reproduce.
• Familiarity with log analysis (e.g., JSON format) using tools such as Grafana.
• Knowledge of marketplace or reselling platforms is a plus.
• Adopts an AI-first approach utilizing AI tools to reduce repetitive tasks and enhance efficiency.
• Practical experience working with Zendesk, Linear, or equivalent ticket-tracking software.
• Strong organizational capabilities to track issues, conduct retrospectives, and transform insights into actionable feedback.
• Access to a personal computer with a minimum of 8GB RAM and a reliable internet connection (at least 50 Mbps download and 40 Mbps upload speeds).

Additional Desirable Skills

• Experience working with customer relationship management (CRM) systems.
• Further familiarity with reselling or marketplace platforms.

Benefits and Work Conditions

• Fixed working schedule: Monday and Tuesday, Friday from 9 AM to 5 PM, and Wednesday and Thursday from 12 PM to 8 PM Eastern Daylight Time.
• Fully remote work option.
• Diverse and inclusive international work environment.
• Compensation paid in US Dollars.
• Referral bonuses for successfully recommending candidates.
• Balance between workload and personal life supported by an internal health policy.
• Supportive leadership focused on professional growth and sustained collaboration.
• Opportunities for personal development in a nurturing environment.
• Culture based on trust with no mandatory time-tracking.
• Note: Certain benefits and conditions may differ for independent contractors compared to employees, with specific terms clarified in engagement agreements.

Equality and Privacy

SupportYourApp is committed to equal treatment of all candidates and prohibits discrimination on any legally protected grounds. Candidates' personal information will be handled in accordance with the company's Candidate Privacy Notice.