Job Description

SupportYourApp is a global Intelligent Support-as-a-Service leader, collaborating with top-tier tech companies like Mastercard, Calm, and MacPaw since 2010. We operate in 30+ countries and from 90+ countries, and support customers in 60 languages, helping SaaS, software, and hardware brands deliver secure, world-class customer and technical support. 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.

Responsibilities:
  • Act as the main technical lead for client onboarding, data scanning, and environment discovery troubleshooting
  • Diagnose and resolve deep-seated connectivity issues to ensure secure metadata collection across client data systems
  • Resolve discovery errors, like raw Security Identifiers (SIDs) appearing instead of readable data, and guide client IT teams on directory fixes
  • Audit service logs, error patterns, and system behaviors to isolate software bugs, misconfigurations, and access restrictions
  • Translate raw telemetry and findings into clear, actionable guidance for client IT admins and internal engineering teams
  • Assist IT teams in configuring secure network paths and access permissions required for platform deployment
  • Efficiently document, package, and escalate unresolved core product issues to internal engineering for rapid resolution
  • Track recurring technical issues across enterprise environments to recommend product improvements and prevent client downtime
  • Provide high-touch, multi-channel technical support (email, tickets, and occasional live sessions) to resolve complex issues for corporate enterprise clients
Required Qualifications:
  • Excellent English communication skills (at least C1 for both spoken and written)
  • At least 2 years of experience in a Technical Support, Application Support, or Technical Account Management role handling B2B software environments
  • Strong understanding of how data is stored, secured, and accessed across cloud and on-premises platforms, including M365, Google Workspace, AWS, and Azure
  • Solid understanding of basic cloud architecture (SaaS/IaaS), network topologies, and standard enterprise access controls
  • Proven ability to navigate centralized logging platforms to trace data flows, investigate ingestions, and isolate connectivity or permission failures
  • Highly tech-savvy with a sharp aptitude for mastering sophisticated, AI-driven data security platforms and security compliance frameworks quickly
  • Excellent troubleshooting and problem-solving abilities
  • Customer-oriented and responsible attitude
  • Excellent interpersonal skills
Benefits:
  • Fixed schedule: Monday to Friday, from 11PM to 7AM at EDT, or Monday to Friday, from 4PM to 12AM at 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
Nice To Have:
  • Hands-on experience with LDAP and Active Directory (PowerShell, ADUC) to perform tree traversals, inspect scopes, and validate service account permissions
  • Practical understanding of SMB/CIFS protocols, Windows File Servers, and SID-to-ACL permission mapping
  • Experience troubleshooting security settings, API integrations, and access hierarchies in M365, Google Drive, Box, Azure, and cloud storage
  • Familiarity with data-in-transit security, including SSH keys, SSL/TLS certificates, DNS routing, and SSH tunneling
  • Basic proficiency with Linux (Ubuntu) and Kubernetes (k8s/k3s), using kubectl and shell commands for environment inspection
  • Ability to write and interpret basic SQL queries to analyze data schemas and verify database states
Skills:
  • Troubleshooting
  • Problem-solving
  • Customer-oriented attitude
  • Interpersonal skills
  • English communication
Technologies:
  • M365
  • Google Workspace
  • AWS
  • Azure
  • LDAP
  • Active Directory
  • PowerShell
  • ADUC
  • SMB/CIFS
  • Windows File Servers
  • Google Drive
  • Box
  • SSH
  • SSL/TLS
  • DNS
  • Linux
  • Ubuntu
  • Kubernetes
  • k8s
  • k3s
  • kubectl
  • SQL
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