Technical support associate for SaaS

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. 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.

• 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

• 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)
• Будет плюсом: Background in software development, APIs, or another technical role

• 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