Remote Cloud Tech Support Consultant for Enterprise SaaS

SupportYourApp; Bogotá; Remote; COP 110,939,000 - 177,503,000; Full time

Benefits offered by this job

Remote work

USD compensation

International environment

Job summary

SupportYourApp is seeking a Technical Support Consultant to join a global, multilingual team delivering Intelligent Support-as-a-Service. You will address access, configuration, and connectivity issues on a cloud-driven platform, escalate when needed, and communicate clear guidance to enterprise clients.

Ideal candidates have 2+ years in technical support for software/SaaS, strong English skills, and experience with Zendesk.

Qualifications

• Excellent English communication at least C1 (spoken and written).
• Previous experience in a technical support role for software/SaaS/app platforms.
• Understanding of SaaS/cloud-hosted vs installed software and basic access controls.
• Structured troubleshooting: scope, gather details, reproduce, escalate clearly.
• Experience with ticketing systems including queue management and SLAs.
• Hands-on experience with Zendesk.
• Tech-savvy and quick to learn new tools and processes.
• Customer-oriented and responsible attitude.
• Excellent interpersonal skills.

Responsibilities

• Troubleshoot access, configuration, and connectivity issues on a cloud-based data security platform.
• Investigate, document findings, and escalate unresolved cases.
• Review system behavior to identify causes of issues.
• Provide clear, practical guidance to clients and internal teams.
• Assist client IT teams with platform setup and access configuration.
• Keep clients informed about the status of requests and manage expectations.
• Manage ticket queues in Zendesk by urgency and SLA.
• Track recurring issues and share insights to improve product and client experience.
• Provide high-touch, multi-channel technical support (email, tickets, live sessions) for enterprise clients.

Skills

English C1

Technical support

Cloud concepts

Structured troubleshooting

Zendesk

Customer-facing

Interpersonal skills

Ticketing systems

Tools

Zendesk

Job description

SupportYourApp is seeking a Technical Support Consultant to join a global, multilingual team delivering Intelligent Support-as-a-Service. You will address access, configuration, and connectivity issues on a cloud-driven platform, escalate when needed, and communicate clear guidance to enterprise clients.

Ideal candidates have 2+ years in technical support for software/SaaS, strong English skills, and experience with Zendesk.