Remote L2 Tech Support Engineer – Enterprise SaaS

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

Benefits offered by this job

Fully remote work

USD compensation

Flexible scheduling

International environment

Referral rewards

Work-life balance culture

No time-tracking

Job summary

SupportYourApp is seeking a Technical Support Consultant to assist enterprise clients with a cloud-based security platform. You will manage tickets in Zendesk, document findings, and share actionable guidance with clients and teams.

Ideal candidates have strong English communication, SaaS support experience, and solid cloud concept knowledge. This fully remote role offers USD compensation and a People First culture.

Qualifications

• Excellent English communication skills (C1 level for spoken and written).
• Experience in a technical support role supporting a technical product (SaaS, software, app, or platform).
• Understanding of basic cloud concepts (SaaS, cloud-hosted vs installed) and common cloud issues.
• Structured troubleshooting: scope, gather details, reproduce, and escalate with clear info.
• Hands-on ticketing systems experience, including queues, priorities, SLAs, and notes.
• Familiarity with Zendesk as a support tool.

Responsibilities

• Troubleshoot access, configuration, and connectivity issues on a cloud-based security platform.
• Investigate issues, document findings, and escalate unresolved cases.
• Review system behavior and error patterns to identify root causes.
• Provide clear, practical guidance to clients and internal teams.

Skills

English communication

Technical support

Cloud concepts

Troubleshooting

Ticketing systems

Interpersonal skills

Tools

Zendesk

Job description

SupportYourApp is seeking a Technical Support Consultant to assist enterprise clients with a cloud-based security platform. You will manage tickets in Zendesk, document findings, and share actionable guidance with clients and teams.

Ideal candidates have strong English communication, SaaS support experience, and solid cloud concept knowledge. This fully remote role offers USD compensation and a People First culture.