[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.

*The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.