Technical Support Consultant

SupportYourApp

Join our community as a Technical Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. Excited? Let s see what it takes.

What you will do:

• Deliver outstanding technical support via chats and emails;
• Manage customer support tickets and maintain a 24-hour response SLA;
• 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;
• Keep up with evolving tools and technology;
• Handle sensitive customer data with care and security;
• Apply the latest and greatest customer happiness practices;
• Maintain deep understanding of client solutions and meet KPI.

What you need to succeed in this role:

• Excellent English communication skills (at least C1 for both spoken and written);
• Experience with Zendesk, including workflow optimization, automations and support operations;
• Troubleshooting skills, including the ability to distinguish between product bugs, user environment issues and third-party platform limitations;
• Experience with Linear or similar modern ticketing and prioritization platforms;
• Ability to translate technical concepts into clear, user-friendly language and communicate with both engineers and non-technical users;
• Understanding of software releases, migrations and their potential impact on customers and product performance;
• Organizational skills, including the ability to identify trends, run support retrospectives and turn insights into actionable feedback;
• An AI-first approach, using AI tools to reduce repetitive work and improve chatbot/FAQ automation;
• Ability to read and interpret logs (JSON) and troubleshoot issues using tools such as Grafana, browser developer tools and changelogs;
• Experience managing incidents, identifying patterns during ticket surges and communicating proactively with customers and internal teams;
• Understanding of cross-platform web applications, native applications and common data migration risks such as data loss, malformed records and parsing errors;
• Ability to learn and follow precise procedures;
• Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps download and 40 Mbps upload).

Will be a great plus:

• Experience with CRM systems;
• Familiarity with reselling/marketplace platforms.