Technical support consultant for SaaS

SupportYourApp; United States; Remote; USD 70,000 - 110,000; Full time

Benefits offered by this job

Полностью удалённая работа

Международная команда

Job summary

SupportYourApp ищет опытного технического специалиста для управления внедрением клиентов, диагностики и устранения проблем с безопасной передачей данных в облачных и локальных средах. Кандидат будет работать над настройкой сетевых путей, доступов и взаимодействовать с клиентами и внутренней командой инженеров, обеспечивая высокий уровень поддержки для глобальных корпоративных клиентов.

Требуется высокий уровень владения английским языком, способность объяснять сложные идеи простыми словами,

Qualifications

• Опыт работы в технической поддержке B2B и управлении инцидентами.
• Понимание хранения, защиты и доступа к данным в облаке и локальных средах.
• Знание основ сетевых архитектур и контроля доступа.

Responsibilities

• Ведущий техник для onboarding клиентов, сканирования данных и диагностики окружения.
• Диагностика и устранение сетевых проблем и обеспечения безопасной передачи данных.
• Разбор ошибок обнаружения и сопровождение IT- команд клиентов по исправлениям.
• Аудит логов, паттернов ошибок и поведения системы для выявления багов.
• Перевод технических результатов в понятные рекомендации для админов и инженеров.
• Настройка безопасных сетевых путей и разрешений доступа для развёртывания платформы.
• Документация и эскалация нерешённых проблем в инженерный отдел.
• Анализ повторяющихся проблем и предложение улучшений продукта.

Skills

Английский (C1)

Техническая поддержка B2B

Облачная архитектура

Сетевые топологии

SQL-запросы

Linux

Kubernetes

Active Directory / LDAP

Tools

M365

Google Workspace

AWS

Azure

Kubernetes

Job description

Описание:

SupportYourApp is a global Intelligent Support-as-a-Service leader, collaborating with top-tier tech companies like Mastercard, Calm, and MacPaw since 2010. We operate in 30+ countries and from 90+ countries, and support customers in 60 languages, helping SaaS, software, and hardware brands deliver secure, world-class customer and technical support.

Задачи:

• Act as the main technical lead for client onboarding, data scanning, and environment discovery troubleshooting
• Diagnose and resolve deep-seated connectivity issues to ensure secure metadata collection across client data systems
• Resolve discovery errors, like raw Security Identifiers (SIDs) appearing instead of readable data, and guide client IT teams on directory fixes
• Audit service logs, error patterns, and system behaviors to isolate software bugs, misconfigurations, and access restrictions
• Translate raw telemetry and findings into clear, actionable guidance for client IT admins and internal engineering teams
• Assist IT teams in configuring secure network paths and access permissions required for platform deployment
• Efficiently document, package, and elevate unresolved core product issues to internal engineering for rapid resolution
• Track recurring technical issues across enterprise environments to recommend product improvements and prevent client downtime
• Provide high-touch, multi-channel technical support (email, tickets, and occasional live sessions) to resolve complex issues for corporate enterprise clients

Требования:

• Excellent English communication skills (at least C1 for both spoken and written)
• At least 2 years of experience in a Technical Support, Application Support, or Technical Account Management role handling B2B software environments
• Strong understanding of how data is stored, secured, and accessed across cloud and on-premises platforms, including M365, Google Workspace, AWS, and Azure
• Solid understanding of basic cloud architecture (SaaS/IaaS), network topologies, and standard enterprise access controls
• Proven ability to navigate centralized logging platforms to trace data flows, investigate ingestions, and isolate connectivity or permission failures
• Highly tech-savvy with a sharp aptitude for mastering sophisticated, AI-driven data security platforms and security compliance frameworks quickly
• Excellent troubleshooting and problem-solving abilities
• Customer-oriented and responsible attitude
• Excellent interpersonal skills
• Будет плюсом: Hands-on experience with LDAP and Active Directory (PowerShell, ADUC) to perform tree traversals, inspect scopes, and validate service account permissions
• Practical understanding of SMB/CIFS protocols, Windows File Servers, and SID-to-ACL permission mapping
• Experience troubleshooting security settings, API integrations, and access hierarchies in M365, Google Drive, Box, Azure, and cloud storage
• Familiarity with data-in-transit security, including SSH keys, SSL/TLS certificates, DNS routing, and SSH tunneling
• Basic proficiency with Linux (Ubuntu) and Kubernetes (k8s/k3s), using kubectl and shell commands for environment inspection
• Ability to write and interpret basic SQL queries to analyze data schemas and verify database states

Условия:

• Fixed schedule: Monday to Friday, from 11PM to 7AM at EDT, or Monday to Friday, from 4PM to 12AM at EDT
• Opportunity to cooperate fully remote
• 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