Description
We are seeking a Technical Support Consultant to join our community and thrive in a multicultural and multilingual environment while enjoying your home office. As a Technical Support Consultant, you will troubleshoot access, configuration, and connectivity issues on a cloud-based, AI-driven data security platform; investigate reported issues, document findings, and escalate unresolved cases to the relevant teams; review system behavior and error patterns to help identify the cause of technical issues; share clear, practical guidance with clients and internal teams based on your findings; assist client IT teams with platform setup and access configuration; keep clients informed about the status of their requests and manage expectations clearly; manage your ticket queue in Zendesk, prioritizing by urgency and SLA; track recurring issues and share insights that help improve the product and the client experience; provide high-touch, multi-channel technical support (email, tickets, and occasional live sessions) to resolve complex issues for corporate enterprise clients.
To succeed in this role, you will need excellent English communication skills (at least C1 for both spoken and written); previous experience in a technical support role supporting a technical product (software, SaaS, app, or platform); understanding of basic cloud concepts (SaaS, cloud-hosted vs. installed software, user access and permissions) and common issues in cloud-based products; structured troubleshooting skills; hands-on experience with ticketing systems, including managing queues, priorities, SLAs, and internal notes; hands-on experience with Zendesk; tech-savvy, with the ability to learn new products, tools, and processes quickly; customer-oriented and responsible attitude; excellent interpersonal skills.
Benefits include a fixed schedule, opportunity to cooperate fully remotely, inclusive international environment, compensation in USD, rewards for referring friends, balance between project workload and personal time, responsive leadership interested in your development and long-lasting cooperation, greenhouse conditions for self-development, and a culture built on trust, with no time-tracking requirements.