Technical Support Consultant – SaaS (Remote)

About the role

Join SupportYourApp as a Technical Support Consultant and provide first‑ and second‑level assistance for SaaS customers worldwide. You will work remotely, handling inquiries via email, phone and occasional live calls while becoming the product expert for our platform.

Key responsibilities

• Deliver outstanding customer support through email and phone, and join remote calls when needed.
• Provide Tier 1 and Tier 2 troubleshooting, reproduce issues and escalate complex cases to Tier 3.
• Analyze internal tools, logs, configuration files and databases to diagnose problems.
• Maintain routine configuration tasks within approved scopes and assist with testing customer changes.
• Explain platform capabilities, guide customers toward self‑service solutions, and monitor chatbot workflows for improvement.
• Collaborate with cross‑functional teams to investigate complex issues and enhance the overall customer experience.

Required profile

• Excellent English (C1 spoken and written).
• 1‑3 years of experience in SaaS or technical customer support.
• Proficiency with ticketing systems such as Zendesk or Jira.
• Comfort with technical/admin interfaces and basic AI workflow tools.
• Strong analytical, troubleshooting and multitasking abilities.
• Personal laptop (≥8 GB RAM) and stable internet (≥50 Mbps down / 40 Mbps up).

Required skills

• Zendesk
• Jira
• Troubleshooting
• Log analysis
• Configuration management
• Chatbot workflow monitoring

What we offer

• Full‑time remote position (Monday‑Friday, 10 AM‑6 PM GMT+2).
• Inclusive international environment.
• People‑first management approach with opportunities for skill development.