Remote Cloud SaaS Support Specialist

SupportYourApp; Buenos Aires; Remote; ARS 61,494,000 - 122,988,000; Full time

Benefits offered by this job

Fixed schedule (EDT)

Remote cooperation

International environment

USD compensation

Referral bonuses

No time tracking

Career development

Learning culture

Job summary

SupportYourApp is seeking a Technical Support Consultant to join our global team from a home office. You will deliver high-touch, multi-channel support to enterprise clients, troubleshoot cloud-based platforms, and collaborate with client IT teams across the globe.

Ideal candidates have strong English, cloud concepts, and Zendesk experience, with a focus on delivering clear guidance and maintaining SLA-driven ticket queues. This role offers remote work with international collaboration.

Qualifications

• Excellent English communication skills (C1 for spoken and written).
• 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).
• Structured troubleshooting: confirming scope, gathering details, reproducing the problem, and escalating with complete and clear information.
• 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.

Responsibilities

• Troubleshoot access, configuration, and connectivity issues on a cloud-based, AI-driven data security platform.
• Investigate reported issues, document findings, and escalation 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.

Skills

English C1

Technical support

Cloud concepts

Troubleshooting

Zendesk

Ticket management

Multi-channel support

Interpersonal skills

Tools

Zendesk

Job description

SupportYourApp is seeking a Technical Support Consultant to join our global team from a home office. You will deliver high-touch, multi-channel support to enterprise clients, troubleshoot cloud-based platforms, and collaborate with client IT teams across the globe.

Ideal candidates have strong English, cloud concepts, and Zendesk experience, with a focus on delivering clear guidance and maintaining SLA-driven ticket queues. This role offers remote work with international collaboration.