Description
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.
Join our community as a L2 Technical Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office.
What you will do:
- Deliver outstanding technical support via emails, phone calls and chats;
- Take ownership of technical issues reported by customers and triage them as needed;
- Analyze and resolve customer inquiries containing technical issues or feedback;
- Follow procedures for proper escalation to relevant internal teams and key stakeholders;
- Maintain accurate records of failures, maintenance activities, and bugs;
- Contribute to and maintain the company’s support knowledge base and related documentation;
- Ensure compliance with the company’s Service Level Agreements (SLAs);
What you need to succeed in this role:
- Excellent English communication skills (C1 for both spoken and written);
- At least 1–2 years of proven experience in a Technical Support Engineer, Systems Administrator, or Advanced Support Specialist role;
- Hands-on experience with Windows and Linux operating systems, with a strict emphasis on command-line interface (CLI) and terminal-based management;
- Hands-on experience in diagnosing, troubleshooting, and resolving hardware-related issues in technical environments;
- Solid understanding of hardware and software interactions, including how system components work together to ensure functionality and performance;
- Experience navigating and analyzing system logs, extracting relevant information, and interpreting data to identify and diagnose technical issues;
- Strong troubleshooting and analytical skills, with the ability to investigate complex technical issues, adapt to changing situations, and identify effective solutions;
- Customer-oriented and responsible attitude;
- Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload);
Will be a great plus:
- Experience with UAV/UAS systems, flight controllers, or embedded hardware;
- Hands-on experience with network-related architecture and cloud-based systems;
- Experience with and understanding of firewalls and port configuration;
- Experience with remote hardware debugging and low-level system diagnostic tools.
Benefits:
- Flexible schedule;
- Opportunity to cooperate fully remotely;
- Inclusive international environment;
- Compensation in USD;
- Rewards for referring friends;
- Balance between project workload and personal time, but also – internal health policy;
- Responsive leadership interested in your development and long-lasting cooperation;
- Greenhouse conditions for self-development;
- A culture built on trust, with no time-tracking requirements;