Technical Support Associate (Remote, English C1)

About the role

SupportYourApp is a global Intelligent Support-as-a-Service provider partnering with companies such as MasterCard, Calm and MacPaw in 30+ countries. It is looking for a Technical Support Associate to work remotely on a short-term basis, with the possibility of continuing into a long-term collaboration. The role is fixed schedule, Monday to Friday, 09:00-17:00 CDT.

Key responsibilities

• Handle support requests by email and chat, and occasionally join 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
• Maintain routine configurations and test customer configuration changes
• Help customers understand the platform, its best practices and its limits
• Monitor chatbot workflows and suggest improvements

Required profile

• Excellent English at C1 level, spoken and written
• 1-3 years of customer support experience, ideally in SaaS or a technical environment
• Analytical mindset and attention to detail, able to handle several tasks at once
• Personal computer with at least 8 GB of RAM and a stable internet connection (minimum 50 Mbps download, 40 Mbps upload)
• A plus: background in software development, APIs or another technical role

Required skills

• Hands-on experience with Zendesk and Jira
• Confidence with technical tools and admin interfaces
• Practical experience using generative AI to improve workflows and customer-facing work

What we offer

• Full remote work and a fixed schedule
• Compensation in USD and an inclusive international environment
• Work-life balance, responsive leadership and development opportunities
• No time tracking required