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

SupportYourApp; Cape Town; A distancia; ZAR 1.004.000 - 1.506.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible schedule

Fully remote work

Inclusive international environment

Compensation in USD

Referral rewards

Work–life balance

Support for professional development

Trust-based culture

Descripción de la vacante

SupportYourApp is seeking a Technical Support Consultant to assist clients with secure access solutions, configure MFA for VPNs, and troubleshoot network performance while maintaining security.

You will analyze logs and support across Windows, Linux, macOS, Android and iOS, collaborating with client teams to ensure a smooth user experience from a fully remote setup. A globally inclusive culture and USD compensation are offered.

Formación

• Solid knowledge of networking concepts including IPsec tunnels, DNS, packet tracing, ports and firewall functionality.
• Understanding of VPNs, routing, split tunneling, and WireGuard tunnels.
• Basic understanding of OpenVPN, IKEv2 and WireGuard protocols.
• Ability to read and analyse log files to troubleshoot issues.
• Confidence working with Windows, Linux, macOS, Android and iOS.
• Strong analytical thinking and research skills.
• Positive, proactive and responsible attitude.
• PC 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.
• Help clients configure and troubleshoot MFA for VPN and private access.
• Analyze network traffic to identify bottlenecks and suggest performance improvements.
• Advise on bandwidth allocation and prioritization for VPN users.
• Analyze logs to investigate issues and identify root causes.
• Provide technical guidance and troubleshooting across operating systems.
• Collaborate with clients and technical teams to resolve issues and ensure smooth user experience.

Conocimientos

Networking concepts

IPsec VPN

MFA configuration

Log analysis

Cross-OS support

Windows

Linux

macOS

Android

iOS

Analytical thinking

Communication skills

Herramientas

AWS

Azure

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\u2019s 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 analyse 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

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