(Fluent English) Technical Support Consultant (VPN & Networking)

SupportYourApp; United States; A distancia; USD 45.000 - 75.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible schedule

Remote work

USD pay

Referral rewards

Work-life balance

No time tracking

Global environment

Descripción de la vacante

SupportYourApp is seeking a Technical Support Consultant to assist clients with secure access solutions, MFA configuration, and troubleshooting across Windows, Linux, macOS, Android and iOS. You will analyze network traffic, diagnose issues from log files, and collaborate with client teams to ensure a smooth user experience in a fully remote setup.

The role emphasizes strong networking knowledge, VPN/WireGuard/IPsec expertise, and a proactive attitude for delivering secure, high-quality support.

Formación

• Solid knowledge of networking concepts, including IPsec tunnels, DNS, packet tracing, network ports and firewall functionality.
• Understanding of 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 RAM and stable internet (≥50 Mbps down / ≥40 Mbps up).

Responsabilidades

• Assist clients with setting up and troubleshooting secure private access solutions, ensuring access to internal resources.
• Help clients configure and troubleshoot MFA for VPN and private access solutions.
• Analyze network traffic to identify bottlenecks and recommend performance improvements without compromising security.
• Advise on bandwidth allocation and prioritization for VPN users for reliable connections.
• Analyze log files to investigate issues and identify root causes.
• Provide technical guidance and troubleshooting across Windows, Linux, macOS, Android and iOS.
• Collaborate with clients and technical teams to resolve issues and ensure a smooth user experience.

Conocimientos

Networking basics

VPN knowledge

Log analysis

Cross-platform support

Analytical thinking

Proactive attitude

Herramientas

OpenVPN

IKEv2

WireGuard

IPsec

DNS

Packet tracing

Descripción del empleo

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.

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

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.

Internal job code:4IM