Remote FinTech SaaS Support Specialist

SupportYourApp; United States; Remote; USD 45,000 - 65,000; Full time

Benefits offered by this job

Rewards for referring friends

Greenhouse/self-development culture

Culture of trust with no time-tracking

Fully remote within EU

Job summary

SupportYourApp is seeking an Application Support Specialist to join a global support team delivering high-quality customer and technical assistance for FinTech clients. You will handle Zendesk tickets, gather detailed issue data, and collaborate with internal teams to drive fixes and improvements.

The role offers fully remote work within the EU, fluent English communication expectations, and a focus on process optimization, documentation, and customer satisfaction.

Qualifications

• Excellent English communication (spoken and written).
• Experience in customer support, preferably B2B SaaS.
• Strong knowledge of Zendesk and ticket management.
• Familiarity with Fintech and financial software.
• Experience with Azure DevOps.
• Ability to document technical information clearly.
• Based in the EU and willing to undergo a criminal background check.
• Owns a PC with stable internet (min 50 Mbps down, 40 Mbps up).

Responsibilities

• Monitor and manage incoming tickets in Zendesk and provide first responses within SLAs.
• Collect issue details (screenshots, versions, repro steps, expected vs. actual).
• Perform basic troubleshooting and reproduce issues in testing environments.
• Answer common questions using docs and guides.
• Escalate to L2/QA/dev/product 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.

Skills

Excellent English communication

B2B SaaS support experience

Strong documentation

Independent and proactive

Tools

Zendesk

Azure DevOps

Job description

SupportYourApp is seeking an Application Support Specialist to join a global support team delivering high-quality customer and technical assistance for FinTech clients. You will handle Zendesk tickets, gather detailed issue data, and collaborate with internal teams to drive fixes and improvements.

The role offers fully remote work within the EU, fluent English communication expectations, and a focus on process optimization, documentation, and customer satisfaction.