Technical Support Consultant (Remote)

About the role

We are looking for a fluent‑English Technical Support Consultant to join SupportYourApp’s remote team. You will provide high‑quality technical assistance to customers worldwide, helping them adopt and use our SaaS solutions while collaborating with engineering and product teams.

Key responsibilities

• Deliver technical support via chat and email, handling high‑volume inquiries.
• Lead customer onboarding sessions through video calls.
• Participate in engineering planning meetings to stay informed on releases and migrations.
• Run support retrospectives, identify trends and feed insights to product and engineering.
• Review and optimise AI‑chatbot (Inkeep) conversations, rules and workflows.
• Maintain and improve customer‑facing documentation in GitBook.
• Enhance support processes and Zendesk workflows, including automations and ticket management in Linear.

Required profile

• Excellent English communication skills (C1 level).
• 1‑2 years of proven experience in a technical support role.
• Ability to translate technical issues for non‑technical users and distinguish product bugs from user environment problems.
• Experience troubleshooting using browser tools, logs and changelogs.
• Strong organisational skills for tracking patterns and running retrospectives.

Required skills

• Hands‑on experience with Zendesk ticketing system.
• Familiarity with Linear (or similar) issue‑tracking tools.
• Experience editing documentation in GitBook.
• Knowledge of Inkeep AI‑chatbot configuration.
• Ability to read and interpret logs in Grafana.

What we offer

• Fully remote work with a flexible schedule.
• Home‑office setup support and a multicultural, multilingual environment.