Technical Support Consultant, SaaS
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Technical Support Consultant delivering Tier 1 and Tier 2 SaaS support for SupportYourApp’s global technology clients. Troubleshooting issues, managing escalations, and improving customer experience remotely.
Responsibilities:
- Deliver customer support and service requests via email and calls, including occasional remote calls
- Provide Tier 1 and Tier 2 support, troubleshoot product behaviors, reproduce reported issues, and escalate complex issues
- Investigate internal tooling, automated logs, customer configuration files, and databases to triage and diagnose issues
- Escalate issues to the appropriate team and remain the customer's main point of contact with progress, impact, and resolution updates
- Perform routine, low-complexity configuration maintenance within pre-approved scopes
- Support delivery tasks such as testing customer configuration changes
- Act as a product expert and explain platform capabilities, limitations, and self-service solutions
- Monitor automated chatbot workflows and suggest improvements
- Collaborate with other teams to investigate complex issues and improve customer experience
Requirements:
- Excellent English skills (C1 for both spoken and written)
- 1–3 years of experience in a customer support role within a SaaS, software or technical environment
- Experience using ticketing systems such as Zendesk, Jira or similar support platforms
- Comfortable navigating technical tools or admin interfaces
- Experience applying AI to enhance internal operational workflows and elevate customer-facing deliverables
- Strong troubleshooting and problem-solving skills
- Analytical mindset, proficiency in pattern-recognition and trends across customer support data
- Ability to manage multiple tasks and priorities simultaneously
- Commitment to delivering high-quality customer service and meeting performance targets
- Personal laptop or computer with at least 8GB of RAM
- Stable internet connection with minimum 50 Mbps download and 40 Mbps upload
- Experience in software development, APIs or other technical roles is a plus
Benefits:
- This is a full-time position: Monday–Friday, from 10AM to 6PM (GMT+2)
- 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 growth and long-lasting cooperation
- Greenhouse conditions for self-development
- A culture built on trust, with no time-tracking requirements
- Specific benefits and work conditions defined in the agreement; eligibility may vary for independent contractors
Similar Jobs
Support Engineer
Support Engineer keeping Kyivstar's Big Data platform and data products reliable. Managing incidents, monitoring, Kubernetes, AWS, and on-premises environments.
Technical Support Advisor, Polish
Technical Support Advisor providing Polish-language technical support for medical devices at an international healthcare company. Troubleshooting issues and coordinating repairs or replacements remotely from Bulgaria.
Okta Support Engineer
Okta Support Engineer administering secure Okta ICAM solutions for Koniag Government Services. Supporting federal government identity systems, integrations, compliance, and escalated IAM issues.
SailPoint Support Engineer
SailPoint support engineer administering identity governance systems for federal agencies. Supporting secure ICAM operations, integrations, compliance, and escalated SailPoint issues.
Customer Support Analyst, Legal Accounting
Customer Support Analyst supporting Actionstep’s legal practice management and accounting SaaS platform. Resolving user tickets, chats, and emails while escalating complex issues and meeting service targets.
1st Line Support Engineer – Shifts including nights & weekends
1st Line Support Engineer supporting Openprovider’s domain registrar platform and related digital services. Resolving customer issues across rotating 24/7 shifts using phone, chat, tickets, and technical tools.
Senior Technical Support Engineer – Customer Support
Senior Technical Support Engineer troubleshooting SCAYLE’s enterprise commerce platform. Diagnosing distributed-service issues, supporting enterprise customers, and driving systemic improvements.
Technical Support Engineer – Customer Support
Technical Support Engineer diagnosing distributed-system issues for SCAYLE, an enterprise commerce platform. Investigating customer incidents, tracing code and data, and coordinating engineering escalations.
Expert Technical Support Engineer
Technical Support Engineer resolving complex escalations across enterprise healthcare applications and secure messaging solutions. Troubleshooting Windows, SQL Server, HL7, IIS, and integration issues.
Junior Technical Support Engineer
Junior Technical Support Engineer coordinating enterprise IT and contact center incident response for Miratech, a global IT services and consulting company. Monitoring systems, managing outages, and coordinating technical teams and vendors.
Enterprise Apps Support Analyst
Enterprise Apps Support Analyst supporting Signode’s transit-packaging enterprise software users. Troubleshooting applications, resolving incidents, and supporting Microsoft Dynamics 365 and ERP systems.
Senior Product Support Engineer
Senior Product Support Engineer supporting HistoSonics’ Edison System, a non-invasive histotripsy medical device. Troubleshooting customer procedures, product launches, and clinical field operations.
VMS Technical Analyst
VMS Technical Analyst configuring and supporting SAP Fieldglass, Beeline, and VNDLY platforms. Managing client data, integrations, troubleshooting, and technical operations for MSP programs.
RPA Support Engineer
RPA Support Engineer supporting Verisma’s UiPath and Power Automate bots in production. Maintaining HIPAA-compliant workflows and AI-powered intelligent automation systems.
T3 Support Engineer, Fluent English
T3 Support Engineer troubleshooting backend, database, and integration issues for SupportYourApp, a global Intelligent Support-as-a-Service provider. Investigating incidents, reproducing bugs, and implementing low-risk fixes remotely across the EU.
T3 Support Engineer, Fluent English
T3 Support Engineer troubleshooting backend, database, API, and integration issues for SupportYourApp’s global technical-support clients. Investigating incidents, implementing low-risk fixes, and escalating complex problems to Engineering.
T3 Support Engineer, Fluent English
T3 Support Engineer troubleshooting backend, database, and integration issues for SupportYourApp, a global Intelligent Support-as-a-Service provider. Reproducing bugs, analyzing logs, and resolving escalated technical incidents remotely across the EU.
Technical Support Consultant, French & English
Technical Support Consultant providing French- and English-language technical support for SupportYourApp’s global customer-support services. Troubleshooting customer issues across phone, email, and chat.
Decision Support Analyst
Decision Support Analyst improving financial performance for Mosaic Life Care, a northwest Missouri healthcare system. Analyzing operations, profitability, costing, and cost-saving opportunities.
Customer Support Engineer
Customer Support Engineer troubleshooting RelationalAI’s enterprise AI platform, databases, and customer environments. Supporting global customers and collaborating with engineering teams to improve product reliability and experience.