Remote Technical Support Specialist – Cloud & SaaS

SupportYourApp; Johannesburg; Remote; ZAR 760,000 - 1,267,000; Full time

Benefits offered by this job

Remote work

USD compensation

Referral rewards

Flexible schedule

No time tracking

Job summary

SupportYourApp, a global Intelligent Support-as-a-Service leader, seeks a Technical Support Consultant to deliver high‑touch multi-channel support for enterprise clients from a home office. You’ll troubleshoot, guide, and closely collaborate with client IT teams, maintaining clear communication and SLA adherence.

You bring 2+ years in technical support for software/SaaS, strong English skills, and solid cloud concepts knowledge.

Qualifications

• Excellent English communication skills (C1+ in speaking and writing).
• 2+ years in a technical support role handling software/SaaS products.
• Solid understanding of cloud concepts (SaaS, cloud-hosted vs installed, access controls).
• Structured troubleshooting: scope, gather details, reproduce, escalate with clarity.
• Hands-on experience with ticketing systems (queues, priorities, SLAs, notes).
• Zendesk proficiency (2+ years).
• Tech-savvy with ability to learn new tools quickly.
• Customer-oriented and responsible attitude.
• Excellent interpersonal skills.

Responsibilities

• Troubleshoot access, configuration, and connectivity issues on a cloud-based security platform.
• Investigate issues, document findings, escalate unresolved cases.
• Review behavior and error patterns to identify causes of issues.
• Provide clear, practical 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 by urgency and SLA.
• Track recurring issues and share insights to improve product and experience.
• Provide high-touch, multi-channel support (email, tickets, occasional live sessions) for corporate clients.

Skills

English proficiency

Technical support experience

Cloud concepts

Troubleshooting skills

Zendesk

Customer focus

Interpersonal skills

Fast learner

Tools

Zendesk

Job description

SupportYourApp, a global Intelligent Support-as-a-Service leader, seeks a Technical Support Consultant to deliver high‑touch multi-channel support for enterprise clients from a home office. You’ll troubleshoot, guide, and closely collaborate with client IT teams, maintaining clear communication and SLA adherence.

You bring 2+ years in technical support for software/SaaS, strong English skills, and solid cloud concepts knowledge.