(English C1) Technical Support Associate (remotely)

remote work; United States; Remote; USD 25,000 - 34,000; Full time

Job summary

SupportYourApp is a global Intelligent Support-as-a-Service provider offering customer and technical support across multiple languages. This is a short-term Technical Support Associate role with potential to extend into a long-term collaboration, focusing on helping customers resolve issues and understand the platform.

In this fully remote position, you will handle email and chat requests, participate in live calls, and diagnose issues using internal tools.

Qualifications

• Excellent English communication skills (spoken and written, C1+).
• 1–3 years of customer support experience in SaaS or technical environments.
• Strong written and verbal communication with an empathetic approach.
• Strong organizational skills and attention to detail, with ability to juggle multiple tasks.
• Analytical mindset and ability to recognize patterns in support data.
• Hands-on experience with Zendesk and Jira.

Responsibilities

• Handle support requests by email and chat and participate in occasional live customer calls.
• Provide Tier 1 and Tier 2 technical support, troubleshoot, reproduce issues, and escalate as needed.
• Diagnose issues using internal tools, logs, configuration files, and databases.
• Escalate to engineering, delivery, sales, or customer service and keep customers updated.
• Perform routine configuration maintenance and test changes.
• Explain platform best practices and limits to help customers resolve issues independently.

Skills

Communication

Empathy

Analytical thinking

Tools

Zendesk

Jira

Job description

About the role

SupportYourApp is a global Intelligent Support-as-a-Service provider offering customer and technical support across multiple languages. This is a short-term Technical Support Associate role with potential to extend into a long-term collaboration, focusing on helping customers resolve issues and understand the platform.

What you'll do

• Handle support requests by email and chat and participate in occasional live customer calls
• Provide Tier 1 and Tier 2 technical support, troubleshoot, reproduce issues, and escalat as needed
• Diagnose issues using internal tools, logs, configuration files, and databases
• Escalate to engineering, delivery, sales, or customer service and keep customers updated
• Perform routine configuration maintenance and test changes
• Explain platform best practices and limits to help customers resolve issues independently

What they're looking for

• Excellent English communication skills, both spoken and written (C1 or higher)
• 1-3 years of customer support experience, ideally in SaaS or a technical environment
• Strong written and verbal communication with a professional and empathetic approach
• Strong organizational skills and attention to detail with ability to juggle multiple tasks
• Analytical mindset and ability to recognize patterns in support data
• Hands-on experience with Zendesk and Jira

For applicants in Nigeria

• Pay currency and country of work are listed as USD; confirm if this aligns with your location and expectations
• The listing states fully remote cooperation; no on-site requirement is specified
• The listing mentions a fixed schedule in CDT time; confirm timezone alignment for Nigeria before interviewing
• Role appears to be remote from anywhere; visa or work-authorization notes are not specified