(Fluent English) Technical Support Consultant (remote)

SupportYourApp; United States; Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Flexible schedule

Fully remote cooperation

USD compensation

Referral bonuses

Job summary

SupportYourApp in the United States seeks a Technical Support Consultant to deliver secure, multilingual support for SaaS, software, and hardware clients. You will troubleshoot access solutions, MFA, and VPN issues while keeping client satisfaction high.

This role offers fully remote work, USD compensation, and a collaborative, people-first culture. You will join a global team supporting customers in 60 languages, with opportunities to grow technical and customer-service skills.

Qualifications

• Solid networking knowledge: IPsec, DNS, packet tracing, ports, firewall basics
• Understanding of VPNs, routing, split tunneling, WireGuard connectors
• Familiarity with OpenVPN, IKEv2, WireGuard protocols
• Ability to read and analyze log files for troubleshooting
• Experience across Windows, Linux, macOS, iOS, Android
• Strong analytical mindset and proactive attitude

Responsibilities

• Assist clients with setting up and troubleshooting secure private access solutions and internal resource access
• Configure and troubleshoot MFA for VPN and private access solutions
• Analyze network traffic to identify bottlenecks and propose performance improvements without compromising security
• Advise on bandwidth allocation and prioritization for VPN users
• Analyze log files to investigate issues and determine root causes
• Provide technical guidance and troubleshooting across operating systems
• Collaborate with clients and technical teams to resolve issues and ensure a 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?

Join our community as a Technical Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. Excited? Let’s see what it takes.

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.

You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn.

So if you’re a proactive Support Specialist who thrives on solving problems, ensuring customer satisfaction, and delivering outstanding service, don’t miss this opportunity.

Over 1500+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp.

Know someone perfect for the role? Refer them and get rewarded!

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.