Who we are?
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 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 customer support via chats, emails and tickets;
- Managing troubleshooting processes, handling escalations, and backlog maintenance;
- Build strong and lasting customer relationships;
- 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;
- Communicate with other teams.
What you need to succeed in this role:
- Native Portuguese and excellent English skills (at least C1 for both spoken and written);
- Technical Support experience;
- Proficient in Windows, Linux, and MacOS, including fundamental diagnostic commands;
- Software troubleshooting and ability to handle and analyze log files;
- Knowledge in cybersecurity and fundamental understanding of vulnerability management concepts (e.g., CVEs, risk scoring, false positives);
- Knowledge of APIs and Webhooks for troubleshooting connection issues;
- Ability to read and interpret scripting logic (e.g., Bash, PowerShell) and understand execution errors;
- Experience with ticketing systems (e.g., HubSpot, Jira);
- Ability to quickly learn the product ecosystem and follow precise procedures;
- Experience writing professional, well-structured notes on support cases;
- Strong analytical thinking and research skills;
- Willingness to work a flexible schedule;
- Positive, proactive and responsible attitude;
- 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 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;