Technical Support Associate, English C1

SupportYourApp

. Handle support requests by email and chat, and join occasional customer calls to review issues live .

Posted 10/28/2026contractRemote • Albania, Bulgaria, Serbia, North Macedonia, Armenia, Bosnia & HerzegovinaJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong analytical skills and attention to detail in troubleshooting and diagnosing customer issues. Proficient in using Zendesk and Jira for support management while effectively communicating with customers in English at a C1 level.

Highest-signal resume keywords

Customer Support ExperienceZendesk ProficiencyJira ProficiencyAnalytical MindsetTechnical Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingConfiguration MaintenanceIssue DiagnosisData AnalysisGenerative AI Experience

Soft Skills

Excellent Communication SkillsOrganizational SkillsEmpathyAttention to DetailMulti-tasking Ability

Tools & Technologies

ZendeskJiraChatbot WorkflowsInternal ToolsAdmin Interfaces

Industry Keywords

SaaSTechnical SupportCustomer ServiceAPIsSoftware Development

About the role

Key responsibilities & impact

Handle support requests by email and chat, and join occasional customer calls to review issues live
Provide Tier 1 and Tier 2 support
Troubleshoot, reproduce issues, and escalate complex cases
Diagnose issues using internal tools, logs, configuration files, and databases
Escalate cases to engineering, delivery, sales, or customer service
Keep customers updated on escalated cases
Handle routine configuration maintenance
Test customer configuration changes
Help customers understand the platform, best practices, and limitations
Monitor chatbot workflows and suggest improvements

Requirements

What you’ll need

Excellent English communication skills (at least C1 for both spoken and written)
1–3 years of experience in customer support, ideally in SaaS or a technical environment
Excellent written and verbal communication skills, with a professional and empathetic approach
Strong organizational skills and attention to detail
Ability to manage multiple tasks and priorities
An analytical mindset and ability to recognize patterns in support data
Hands-on experience with Zendesk and Jira
Confidence working with technical tools and admin interfaces
Practical experience using generative AI to improve operational workflows and customer-facing work
Personal computer with at least 8Gb of RAM
Stable internet connection with minimum 50 Mbps download and 40 Mbps upload
Background in software development, APIs, or another technical role is a plus

Benefits

Comp & perks

Fixed schedule: Monday–Friday: 09 AM–5 PM CDT
Opportunity to cooperate fully remotely
Inclusive international environment
Compensation in USD
Balance between project workload and personal time
Responsive leadership interested in your development
Greenhouse conditions for self-development
A culture built on trust, with no time-tracking requirements
Potential to continue from short-term into long-term collaboration
Referral reward for referring a successful candidate