Remote Cloud Technical Support Specialist (SaaS)

Supportyourapp-1; Cape Town; À distance; ZAR 658 000 - 1 152 000; Plein temps

Avantages offerts par ce poste

Remote work

International environment

USD compensation

Referral rewards

Flexible schedule

Work-life balance

Professional development

Résumé du poste

SupportYourApp is seeking a Technical Support Consultant to deliver high-touch, multi-channel support for corporate enterprise clients. This fully remote role emphasizes clear communication, robust troubleshooting, and collaboration with client IT teams to optimize access and configuration.

Join a global, multilingual environment and help resolve complex issues through email, tickets, and occasional live sessions. Experience with cloud-based SaaS products and Zendesk is highly valued.

Qualifications

• Proven experience in a technical support role for software/SaaS products.
• Excellent English communication, both spoken and written.
• Experience with Zendesk and ticketing workflows.

Responsabilités

• Troubleshoot access, configuration, and connectivity issues on a cloud-based, AI-driven data security platform.
• Investigate reported issues, document findings, and escalate unresolved cases to relevant teams.
• Review system behavior and error patterns to identify causes of technical issues.
• Provide clear, practical guidance to clients and internal teams based on findings.
• Assist client IT teams with platform setup and access configuration.
• Keep clients informed about the status of requests and manage expectations.
• Manage ticket queues in Zendesk, prioritizing by urgency and SLA.
• Track recurring issues and share insights to improve product and client experience.

Connaissances

English proficiency (C1)

Technical support experience

Cloud concepts understanding

Structured troubleshooting

Customer-oriented mindset

Outils

Zendesk

Ticketing systems

Description du poste

SupportYourApp is seeking a Technical Support Consultant to deliver high-touch, multi-channel support for corporate enterprise clients. This fully remote role emphasizes clear communication, robust troubleshooting, and collaboration with client IT teams to optimize access and configuration.

Join a global, multilingual environment and help resolve complex issues through email, tickets, and occasional live sessions. Experience with cloud-based SaaS products and Zendesk is highly valued.