Technical Support Consultant, Fluent English

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SupportYourApp

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

📦 Logistics

📣 Marketing

💰 Venture Round on 2017-10

Consulting • Logistics • Marketing

SupportYourApp is an outsourced customer service company originally founded in Kyiv, Ukraine, and now operating globally in over 7 locations. With a decade of expertise, it specializes in providing 24/7/365 third-party customer service in more than 60 languages to over 250 businesses worldwide. SupportYourApp is dedicated to enhancing customer satisfaction by delivering empathetic and professional support across various communication channels. Their services are integrated into a custom-built QCRM system and compliant with security standards such as PCI/DSS & ISO/IEC 27001:2013. The company partners with tech giants like Calm, MacPaw, and SplitIt, offering scalable support solutions that include customer service, tech support, and back-office outsourcing.

📋 Description

• Deliver outstanding technical support via chats and emails; • Lead high-volume customer onboarding sessions via video calls; • Attend regular engineering planning sessions to stay informed on upcoming releases, migrations and product changes; • Prepare and lead recurring support retrospectives, identifying customer trends and helping Engineering prioritize improvements; • Review AI chatbot conversations and optimize Inkeep rules, workflows and responses to improve support quality; • Maintain and improve customer-facing documentation and self-service resources in GitBook; • Improve support systems and processes, including Zendesk workflows, automations and Linear ticket management; • Run recurring support retrospectives and surface trends for prioritization and improvement; • Create and maintain structured tickets and contribute to workflow improvements in Zendesk and Linear; • Review and optimize Inkeep (AI chatbot) conversations, adjusting rules, flows, and content to continuously improve automated responses.

🎯 Requirements

• Excellent English communication skills (at least C1 for both spoken and written) • At least 1–2 years of proven experience in a Technical Support role • Experience translating technical issues for non-technical users (high EQ) • Experience reproducing and troubleshooting complex technical issues using browser tools, logs, and changelogs • Solid understanding of engineering workflows, including releases, migrations, and potential user impact • Ability to clearly distinguish product bugs from user environment issues and third-party limitations • Experience escalating incidents with structured documentation (impact, timeline, reproduction steps) • Experience reading logs (e.g, Jason) in tools like Grafana • Familiarity with marketplace or reselling platforms • AI-first mindset, using AI tools to reduce repetitive work and improve support efficiency • Hands-on experience with Zendesk and Linear (or similar ticket-tracking systems) • Strong organizational skills, including tracking patterns, running retrospectives, and turning insights into actionable feedback • Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload)

🏖️ Benefits

• Flexible schedule • Opportunity to cooperate fully remote • Inclusive international environment • Compensation in USD • Rewards for referring friends • Balance between project workload and personal time, but also – internal health policy • Responsive leadership interested in your development and long-lasting cooperation • Greenhouse conditions for self-development • A culture built on trust, with no time-tracking requirements