(Fluent English) Advanced Technical Support Specialist (remote)

Who are we?

SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. So what if you had a chance to be a part of the world’s leading SaaS, software, or hardware solutions?

Join our community as a Advanced Technical Support Specialist 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 emails, phone calls and chats;
• Take ownership of customer-reported technical issues, investigating and resolving them from start to finish;
• Analyze and troubleshoot technical inquiries, identify root causes and provide effective solutions;
• Escalate complex issues to the appropriate internal teams while ensuring timely follow-up;
• Maintain accurate documentation of incidents, bugs, maintenance activities and resolutions;
• Coordinate and support on-site activities involving technicians, customers, and subcontractors;
• Contribute to and maintain the company’s support knowledge base and related documentation;
• Ensure all customer requests are handled in accordance with established Service Level Agreements (SLAs);

What you need to succeed in this role:

• Excellent English communication skills (C1 for both spoken and written);
• At least 1–3 years of proven experience in a Technical Support, Systems Administration, or Advanced Technical Support;
• Strong hands-on experience working with both Linux and Windows operating systems using the command line (CLI);
• Confidence navigating, analyzing and interpreting system logs to identify and troubleshoot technical issues;
• Excellent analytical and problem-solving skills, with the ability to investigate complex issues independently;
• Solid understanding of hardware, operating systems, networking, and how they work together;
• Ability to adapt quickly to new technologies and work effectively in dynamic technical environments;
• Customer-oriented and responsible attitude;
• Excellent interpersonal skills;
• 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:

• Hands-on experience with UAV/UAS systems, flight controllers, or embedded hardware;
• Experience with Linux system administration and terminal-based system maintenance;
• Strong knowledge of networking concepts, including cloud environments, firewalls, routing and port configuration;
• Experience performing remote hardware debugging and using low-level system diagnostic tools;

Benefits:

• Flexible schedule;
• Opportunity to cooperate fully remotely;
• 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.

*The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.

You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn.

So if you're a proactive Support Specialist who thrives on solving problems, ensuring customer satisfaction, and delivering outstanding service, don't miss this opportunity and send us your CV in English to collaborate with us!

Over 1500+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp.

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We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.

Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice.

Internal code: 37Z