Remote SaaS Tech Support Consultant

Supportyourapp-1; Johannesburg; Remote; ZAR 740,000 - 1,070,000; Full time

Benefits offered by this job

Remote work

USD compensation

No time-tracking

Competitive benefits

Job summary

SupportYourApp is seeking a Technical Support Consultant to join a global, multilingual team. You will troubleshoot access, configuration, and connectivity on a cloud-based AI-driven data security platform, while engaging with enterprise clients remotely.

You will document findings, escalate when needed, and provide practical guidance to clients and internal teams. Strong English skills, prior tech support and Zendesk experience are essential for success.

Qualifications

• Excellent English communication skills (C1)
• Previous experience in a technical support role
• Understanding of cloud concepts (SaaS, cloud-hosted vs installed)
• Structured troubleshooting and escalation process
• Ticketing systems experience including SLA management
• Experience with Zendesk

Responsibilities

• Troubleshoot access, configuration, and connectivity issues on a cloud-based data security platform.
• Investigate issues, document findings, escalate unresolved cases.
• Review system behavior to identify causes of issues.
• Provide clear guidance to clients and internal teams.
• Assist client IT with platform setup and access configuration.
• Keep clients informed about status and manage expectations.
• Manage ticket queue in Zendesk and prioritize by SLA.
• Track recurring issues and share insights to improve product and experience.
• Provide high-touch, multi-channel support (email, tickets, live sessions) to enterprise clients.

Skills

English (C1)

Technical support

Zendesk

Tools

Zendesk

Job description

SupportYourApp is seeking a Technical Support Consultant to join a global, multilingual team. You will troubleshoot access, configuration, and connectivity on a cloud-based AI-driven data security platform, while engaging with enterprise clients remotely.

You will document findings, escalate when needed, and provide practical guidance to clients and internal teams. Strong English skills, prior tech support and Zendesk experience are essential for success.