Technical Support Consultant (Remote) – Fluent English

About the role

SupportYourApp is looking for a Technical Support Consultant who will provide high‑quality assistance to customers worldwide. You will work remotely, handling chats, emails and video onboarding sessions while collaborating closely with engineering and product teams.

Key responsibilities

• Deliver technical support via chat and email, ensuring fast and accurate resolutions.
• Lead high‑volume customer onboarding sessions through video calls.
• Participate in engineering planning meetings to stay informed on releases and migrations.
• Prepare and lead support retrospectives, surfacing trends for product improvement.
• Review and optimise AI‑chatbot (Inkeep) conversations, rules and workflows.
• Maintain customer‑facing documentation in GitBook.
• Improve Zendesk and Linear ticketing processes, automations and workflows.

Required profile

• Excellent English communication skills (C1 level, spoken and written).
• 1‑2 years of proven experience in a technical support role.
• Ability to translate complex technical issues for non‑technical users.
• Strong troubleshooting skills using browser tools, logs and changelogs.
• Understanding of engineering workflows, releases and migrations.
• Capability to distinguish product bugs from user‑environment issues.
• Experience documenting incidents with clear impact, timeline and reproduction steps.
• Familiarity with reading JSON logs in tools such as Grafana.
• AI‑first mindset, using AI tools to reduce repetitive work.
• Hands‑on experience with Zendesk and Linear (or similar ticketing systems).

Required skills

• Zendesk
• Linear
• GitBook
• Inkeep (AI chatbot)
• Grafana
• JSON log analysis
• Browser developer tools
• AI tools for support automation

What we offer

• Flexible schedule
• Fully remote work environment