Remote L1 Cloud Support Consultant

Supportyourapp-1

South Africa

Remote

ZAR 595,000 - 991,000

Full time

9 days ago

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Benefits offered by this job

Fixed schedule

Remote work

USD compensation

Referral rewards

Work-life balance

Leadership development

Self-development

Trust-based culture

Job summary

SupportYourApp is hiring a Technical Support Consultant to join a global, multilingual team. You will troubleshoot a cloud-based, AI-driven data security platform and guide clients with platform setup and access.

Strong English skills and prior SaaS support are essential, with experience using Zendesk and managing SLA-driven tickets. The role offers remote cooperation, international exposure, and a compensation package in USD.

Qualifications

Excellent English communication at C1 level, both spoken and written.
Experience in a technical support role for software/SaaS platforms.
Understanding of cloud concepts (SaaS, cloud-hosted vs installed, user access).
Structured troubleshooting: define scope, gather details, reproduce, escalate clearly.
Experience with ticketing systems and SLA management, preferably Zendesk.

Responsibilities

Troubleshoot access, configuration, and connectivity on a cloud-based, AI-driven data security platform.
Investigate issues, document findings, and escalate unresolved cases appropriately.
Review system behavior and error patterns to identify root causes.
Share clear guidance with clients and internal teams based on findings.
Assist client IT teams with platform setup and access configuration.
Keep clients informed about status and manage expectations,
Manage ticket queues in Zendesk by priority and SLA; track recurring issues.
Provide high-touch, multi-channel technical support (email, tickets, occasional live sessions) for enterprise clients.