FinTech SaaS Support Specialist — Remote EU

SupportYourApp; España; Remote; EUR 49.000 - 76.000; Vollzeit

Benefits dieser Stelle

Fixed schedule: Mon-Fri 9 AM-5 PM GMT+

Remote work within the EU

USD compensation

Referral rewards

No time-tracking

Zusammenfassung

SupportYourApp is seeking an Application Support Specialist to manage Zendesk tickets, provide first responses, collect issue details, and perform basic troubleshooting. You will escalate complex issues to L2, QA, and product teams while coordinating changes with internal stakeholders.

This role offers fully remote work within the EU, English-language communication, and USD compensation. A proactive mindset and FinTech familiarity will help you succeed in this fast-paced, customer-focused

Qualifikationen

• Excellent English communication skills (spoken and written).
• Experience in customer support, preferably B2B SaaS or software support.
• Strong practical knowledge of Zendesk.
• Familiarity with Fintech and financial software.
• Understanding of ticket management, SLAs, escalation procedures, and support workflows.

Aufgaben

• Monitor and manage incoming tickets in Zendesk.
• Provide first responses within agreed SLAs.
• Collect issue details (screenshots, versions, steps to reproduce).
• Perform basic troubleshooting and reproduce issues in testing environments.
• Answer common questions using documentation and user guides.
• Escalate complex issues to L2, QA, developers, or product teams and follow up.
• Coordinate change and feature requests with internal teams.
• Keep customers informed about progress of their requests.
• Create and track bug tickets in Azure DevOps.
• Suggest improvements to support workflows and Zendesk processes.

Kenntnisse

Excellent English

Zendesk

B2B SaaS support

Fintech familiarity

Ticket management & SLAs

Tools

Azure DevOps

Jobbeschreibung

SupportYourApp is seeking an Application Support Specialist to manage Zendesk tickets, provide first responses, collect issue details, and perform basic troubleshooting. You will escalate complex issues to L2, QA, and product teams while coordinating changes with internal stakeholders.

This role offers fully remote work within the EU, English-language communication, and USD compensation. A proactive mindset and FinTech familiarity will help you succeed in this fast-paced, customer-focused