Technical support consultant for SaaS

Support Your App  is a global Intelligent Support-as-a-Service leader, collaborating with top-tier tech companies like Mastercard, Calm, and Mac Paw since 2010. We operate in 30+ countries and from 90+ countries, and support customers in 60 languages, helping SaaS, software, and hardware brands deliver secure, world-class customer and technical support.

• Act as the main technical lead for client onboarding, data scanning, and environment discovery troubleshooting
• Diagnose and resolve deep-seated connectivity issues to ensure secure metadata collection across client data systems
• Resolve discovery errors, like raw Security Identifiers (SIDs) appearing instead of readable data, and guide client IT teams on directory fixes
• Audit service logs, error patterns, and system behaviors to isolate software bugs, misconfigurations, and access restrictions
• Translate raw telemetry and findings into clear, actionable guidance for client IT admins and internal engineering teams
• Assist IT teams in configuring secure network paths and access permissions required for platform deployment
• Efficiently document, package, and elevate unresolved core product issues to internal engineering for rapid resolution
• Track recurring technical issues across enterprise environments to recommend product improvements and prevent client downtime
• Provide high-touch, multi-channel technical support (email, tickets, and occasional live sessions) to resolve complex issues for corporate enterprise clients

• Excellent English communication skills (at least C1 for both spoken and written)
• At least 2 years of experience in a Technical Support, Application Support, or Technical Account Management role handling B2B software environments
• Strong understanding of how data is stored, secured, and accessed across cloud and on-premises platforms, including M365, Google Workspace, AWS, and Azure
• Solid understanding of basic cloud architecture (SaaS/IaaS), network topologies, and standard enterprise access controls
• Proven ability to navigate centralized logging platforms to trace data flows, investigate ingestions, and isolate connectivity or permission failures
• Highly tech-savvy with a sharp aptitude for mastering sophisticated, AI-driven data security platforms and security compliance frameworks quickly
• Excellent troubleshooting and problem-solving abilities
• Customer-oriented and responsible attitude
• Excellent interpersonal skills
• Будет плюсом:
  Hands-on experience with LDAP and Active Directory (Power Shell, ADUC) to perform tree traversals, inspect scopes, and validate service account permissions
• Practical understanding of SMB/CIFS protocols, Windows File Servers, and SID-to-ACL permission mapping
• Experience troubleshooting security settings, API integrations, and access hierarchies in M365, Google Drive, Box, Azure, and cloud storage
• Familiarity with data-in-transit security, including SSH keys, SSL/TLS certificates, DNS routing, and SSH tunneling
• Basic proficiency with Linux (Ubuntu) and Kubernetes (k8s/k3s), using kubectl and shell commands for environment inspection
• Ability to write and interpret basic SQL queries to analyze data schemas and verify database states

• Fixed schedule:
  Monday to Friday, from 11PM to 7AM at EDT, or Monday to Friday, from 4PM to 12AM at EDT
• Opportunity to cooperate fully remote
• 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