(Fluent English) Technical Support Consultant

SupportYourApp; United States; Remote; USD 70,000 - 100,000; Full time

Benefits offered by this job

Flexible schedule

Fully remote work

USD compensation

Referral rewards

Career development

Trust-based culture

Job summary

SupportYourApp seeks a technically skilled individual to support clients with secure private access solutions, configure MFA for VPNs, and analyze network traffic for performance and security improvements. The role requires strong networking knowledge, VPN experience, and comfort across Windows, Linux, macOS, Android, and iOS.

You will analyze logs, advise on bandwidth, collaborate with clients, and provide troubleshooting across diverse environments, all while contributing to a fully remote,

Qualifications

• Strong networking knowledge including IPsec tunnels, DNS, packet tracing, ports, and firewall basics
• Experience with VPNs, routing, split tunneling, and WireGuard connectors
• Understanding of OpenVPN, IKEv2, WireGuard protocols
• Ability to read and analyze log files to troubleshoot issues
• Comfort working across Windows, Linux, macOS, Android, iOS
• Analytical thinker with proactive attitude
• Good research skills and reliability

Responsibilities

• Assist clients with setting up and troubleshooting secure private access solutions
• Help configure and troubleshoot MFA for VPN and private access solutions
• Analyze network traffic to identify bottlenecks and suggest improvements
• Advise on bandwidth allocation and prioritization for VPN users
• Analyze log files to investigate issues and identify root causes
• Provide technical guidance across multiple operating systems
• Collaborate with clients and technical teams to resolve issues and ensure smooth user experience

Job description

Who are we?

SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like Mastercard, Calm, and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. So what if you had a chance to be part of the world’s leading SaaS, software, or hardware solutions?

What you will do:

• Assist clients with setting up and troubleshooting secure private access solutions, ensuring proper access to internal resources;
• Help clients configure and troubleshoot multifactor authentication (MFA) for VPN and private access solutions;
• Analyze network traffic to identify potential bottlenecks and recommend performance improvements without compromising security;
• Advise on bandwidth allocation and prioritization for VPN users to ensure reliable and secure connections;
• Analyze log files to investigate technical issues and identify their root causes;
• Provide technical guidance and troubleshooting support across different operating systems;
• Collaborate with clients and technical teams to resolve issues and ensure a smooth user experience.

What you need to succeed in this role:

• Solid knowledge of networking concepts, including IPsec tunnels, DNS, packet tracing, network ports, and firewall functionality;
• Understanding of network infrastructure, including VPNs, routing, split tunneling, and connector-based WireGuard tunnels;
• Basic understanding of network protocols such as OpenVPN, IKEv2, and WireGuard;
• Ability to read and analyze log files to troubleshoot technical issues;
• Confidence in working with Windows, Linux, macOS, Android, and iOS;
• Strong analytical thinking and research skills;
• Positive, proactive, and responsible attitude;
• Personal computer with at least 8 GB of RAM and a stable internet connection (minimum 50 Mbps download and 40 Mbps upload).

Will be a great plus:

• Experience with cloud platforms such as AWS or Microsoft Azure;
• Understanding of Identity Providers (IdPs) and Single Sign-On (SSO) solutions, such as Google Workspace and Microsoft Entra ID (formerly Azure AD);
• Customer-facing experience.

Benefits:

• Flexible schedule;
• Opportunity to cooperate fully remotely;
• Inclusive international environment;
• Compensation in USD;
• Rewards for referring friends;
• Balance between project workload and personal time, but also – internal health policy;
• Responsive leadership interested in your development and long-lasting cooperation;
• Greenhouse conditions for self-development;
• A culture built on trust, with no time-tracking requirements.

The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.

We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.

Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice.