[Hiring] Technical Support Associate @SupportYourApp

Role Description

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.

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.
• 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).

Requirements

• Background in software development, APIs, or another technical role (will be a great plus).

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.