Technical Support Consultant – Remote (Fluent English)

About the role

SupportYourApp is looking for a Technical Support Consultant who will provide top‑tier technical assistance to global customers. The role is fully remote and requires fluent English (C1) to communicate effectively via chat and email.

Key responsibilities

• Deliver outstanding technical support through chats and emails while maintaining a 24‑hour response SLA.
• Manage support tickets, conduct retrospectives, and identify trends to guide engineering priorities.
• Review and optimise AI chatbot conversations and Inkeep workflows.
• Maintain and improve customer‑facing documentation in GitBook.
• Enhance support processes, including Zendesk workflows, automations and Linear ticket management.
• Handle sensitive customer data securely and stay up‑to‑date with evolving tools.

Required profile

• Excellent English communication skills (C1 spoken and written).
• 1‑2 years of proven experience in a technical support role.
• Ability to translate technical issues for non‑technical users and high emotional intelligence.
• Strong organisational skills for tracking patterns, running retrospectives and providing actionable feedback.

Required skills

• Zendesk ticketing system.
• Linear (or similar) ticket‑tracking tool.
• Grafana for log monitoring.
• Inkeep AI chatbot configuration.
• GitBook documentation platform.
• Browser developer tools for reproducing issues.
• JSON log analysis.
• Familiarity with CRM systems (plus).

What we offer

• Fixed schedule (Monday‑Tuesday…) with a People‑First management approach.
• Opportunity to work in a multicultural, multilingual environment.
• Access to continuous learning and skill‑development.