Remote Technical Support Associate - Tier 1/2 (SaaS)

remote work; United States; Remote; USD 25,000 - 34,000; Full time

Job summary

SupportYourApp is a global Intelligent Support-as-a-Service provider offering customer and technical support across multiple languages. This is a short-term Technical Support Associate role with potential to extend into a long-term collaboration, focusing on helping customers resolve issues and understand the platform.

In this fully remote position, you will handle email and chat requests, participate in live calls, and diagnose issues using internal tools.

Qualifications

• Excellent English communication skills (spoken and written, C1+).
• 1–3 years of customer support experience in SaaS or technical environments.
• Strong written and verbal communication with an empathetic approach.
• Strong organizational skills and attention to detail, with ability to juggle multiple tasks.
• Analytical mindset and ability to recognize patterns in support data.
• Hands-on experience with Zendesk and Jira.

Responsibilities

• Handle support requests by email and chat and participate in occasional live customer calls.
• Provide Tier 1 and Tier 2 technical support, troubleshoot, reproduce issues, and escalate as needed.
• Diagnose issues using internal tools, logs, configuration files, and databases.
• Escalate to engineering, delivery, sales, or customer service and keep customers updated.
• Perform routine configuration maintenance and test changes.
• Explain platform best practices and limits to help customers resolve issues independently.

Skills

Communication

Empathy

Analytical thinking

Tools

Zendesk

Jira

Job description

SupportYourApp is a global Intelligent Support-as-a-Service provider offering customer and technical support across multiple languages. This is a short-term Technical Support Associate role with potential to extend into a long-term collaboration, focusing on helping customers resolve issues and understand the platform.

In this fully remote position, you will handle email and chat requests, participate in live calls, and diagnose issues using internal tools.