Job Description

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 Associate on a short-term basis, with the potential to continue into a long-term collaboration. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach.

Responsibilities:
  • Handle support requests by email and chat, and join occasional customer calls to review issues live
  • Provide Tier 1 and Tier 2 support: troubleshoot, reproduce issues, and escalate complex cases
  • Diagnose issues using internal tools, logs, configuration files, and databases
  • Escalate to engineering, delivery, sales, or customer service, and keep customers updated on escalated cases
  • Handle routine configuration maintenance and test customer configuration changes
  • Help customers understand the platform, its best practices, and its limits so they can solve issues on their own
  • Monitor chatbot workflows and suggest improvements
Required Qualifications:
  • Excellent English communication skills (at least C1 for both spoken and written)
  • 1–3 years of experience in customer support, ideally in SaaS or a technical environment
  • Excellent written and verbal communication skills, with a professional and empathetic approach
  • Strong organizational skills and attention to detail. You can juggle multiple tasks and priorities without losing track
  • An analytical mindset and a knack for recognizing patterns in support data
  • Hands-on experience with Zendesk and Jira
  • Confidence working with technical tools and admin interfaces
  • Practical experience using generative AI to improve operational workflows and customer-facing work
  • Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload)
Benefits:
  • Fixed schedule: Monday–Friday: 09 AM–5 PM CDT
  • Opportunity to cooperate fully remotely
  • Inclusive international environment
  • Compensation in USD
  • Balance between project workload and personal time
  • Responsive leadership interested in your development
  • Greenhouse conditions for self-development
  • A culture built on trust, with no time-tracking requirements
Nice To Have:
  • Background in software development, APIs, or another technical role
Skills:
  • Customer support
  • English communication
  • Analytical mindset
  • Problem solving
Technologies:
  • Zendesk
  • Jira
  • Generative AI
Note:

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