Remote EU Application Support Specialist – FinTech SaaS

Supportyourapp-1

Kraków

Remote

PLN 194,000 - 330,000

Full time

3 days ago

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Benefits offered by this job

Fixed schedule

Fully remote within the EU

Compensation in USD

Rewards for referring friends

International environment

Job summary

SupportYourApp is seeking an Application Support Specialist to join our FinTech-focused team. You will bridge business clients and technical teams, log and track issues, and help shape support workflows from the ground up.

You will monitor tickets in Zendesk, drive first responses within SLAs, and escalate where needed. The role emphasizes proactive problem-solving, strong English communication, and the ability to operate remotely within the EU.

Qualifications

Excellent English communication (oral and written).
Experience in customer support, preferably B2B SaaS or software support.
Strong practical knowledge of Zendesk.
Familiarity with Fintech.
Understanding of ticket management, SLAs, escalation procedures, and support workflows.
Tech-savvy and quick learner navigating software platforms.

Responsibilities

Monitor and manage incoming tickets in Zendesk.
Provide first responses within agreed SLAs.
Collect issue details with screenshots, 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 progress of requests.
Create and track bug tickets in Azure DevOps.
Suggest improvements to support workflows and Zendesk processes.