Remote L1 SaaS Support Specialist (EU)

SupportYourApp; Málaga; Remote; EUR 33,000 - 54,000; Full time

Benefits offered by this job

Fully remote within the EU

USD compensation

Fixed schedule

Job summary

SupportYourApp is seeking a proactive L1 Customer Support Specialist to join our remote EU team. You will monitor Zendesk tickets, provide timely first responses, gather issue details, and reproduce problems for escalation, ensuring clear communication with business clients and tech teams.

The role requires strong English, B2B SaaS or software support experience, familiarity with FinTech concepts, and comfort navigating multiple software platforms.

Qualifications

• Excellent English communication skills (spoken and written).
• Experience in customer support, preferably B2B SaaS or software support, is a must.
• Strong practical knowledge of Zendesk.
• Familiarity with Fintech.
• Understanding of ticket management, SLAs, escalation procedures, and support workflows.
• Tech-savvy, confident navigating software platforms and learning new systems.
• Ability to collect and document technical information clearly.
• Proactive, independent, and persistent attitude with strong ownership of customer requests.
• Based in the EU and willing to complete a criminal background check
• Personal computer (at least 8Gb RAM) with stable internet connection (min 50 Mbps download and 40 Mbps upload).

Responsibilities

• Monitor and manage incoming tickets in Zendesk.
• Provide first responses within agreed SLAs.
• Collect issue details, including screenshots, software versions, steps to reproduce, and expected vs actual results.
• 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 until resolution.
• Coordinate change and feature requests with internal teams.
• Keep customers informed about the progress of their requests.
• Create and track bug tickets in Azure DevOps.
• Suggest improvements to support workflows and Zendesk processes

Skills

English fluency

Zendesk proficiency

Fintech awareness

Ticket management

Software troubleshooting

Customer support

Tools

Zendesk

Azure DevOps

Job description

SupportYourApp is seeking a proactive L1 Customer Support Specialist to join our remote EU team. You will monitor Zendesk tickets, provide timely first responses, gather issue details, and reproduce problems for escalation, ensuring clear communication with business clients and tech teams.

The role requires strong English, B2B SaaS or software support experience, familiarity with FinTech concepts, and comfort navigating multiple software platforms.