SupportYourApp

Technical Support Consultant (Remote, Global)

Casablanca-Settat

CDD / ContratTélétravail1–3 ansAnglaisService client / SAVInformatique / IT

L’essentiel du poste

Résumé par Postule AI

SupportYourApp, a global Intelligent Support-as-a-Service provider, is hiring a remote Technical Support Consultant to lead client onboarding, data scanning, and environment discovery troubleshooting. The role involves diagnosing connectivity and permission issues, guiding client IT teams, and escalating unresolved product issues to engineering. Candidates need at least 2 years of B2B technical support experience and C1-level English. The schedule is fixed in EDT time, and compensation is stated in USD.

Vos missions

  • Act as the main technical lead for client onboarding, data scanning, and environment discovery troubleshooting
  • Diagnose and resolve connectivity issues to ensure secure metadata collection across client data systems
  • Resolve discovery errors and guide client IT teams on directory fixes
  • Audit service logs and error patterns to isolate bugs, misconfigurations, and access restrictions
  • Document, package, and escalate unresolved core product issues to internal engineering
  • Provide high-touch, multi-channel technical support (email, tickets, occasional live sessions) for enterprise clients

Profil recherché

  • You have at least 2 years of technical support experience in B2B software environments
  • You communicate in English at C1 level or above, both spoken and written
  • You enjoy diagnosing complex connectivity, access, and permission issues across cloud platforms
  • You are comfortable with late-evening or overnight shifts on a fixed EDT schedule
  • You are customer-oriented and can turn technical findings into clear guidance for clients

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Technical Support Consultant (Remote, Global)

SupportYourApp is a global Intelligent Support-as-a-Service leader. It has collaborated with top-tier tech companies such as Mastercard, Calm, and MacPaw since 2010, helping SaaS, software, and hardware brands deliver secure, world-class customer and technical support.

As a remote Technical Support Consultant, you will work in a multicultural and multilingual environment from your home office. You will act as the main technical lead for client onboarding and environment discovery troubleshooting, supporting enterprise clients and their IT teams.

What you will do

  • Act as the main technical lead for client onboarding, data scanning, and environment discovery troubleshooting
  • Diagnose and resolve connectivity issues to ensure secure metadata collection across client data systems
  • Resolve discovery errors and guide client IT teams on directory fixes
  • Audit service logs, error patterns, and system behaviors to isolate bugs, misconfigurations, and access restrictions
  • Translate 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 for platform deployment
  • Document, package, and escalate unresolved core product issues to internal engineering
  • Track recurring technical issues to recommend product improvements and prevent client downtime
  • Provide high-touch, multi-channel support (email, tickets, and occasional live sessions) for corporate enterprise clients

What you need to succeed

  • Excellent English communication skills (at least C1, spoken and written)
  • At least 2 years of experience in Technical Support, Application Support, or Technical Account Management 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 use centralized logging platforms to trace data flows, investigate ingestions, and isolate connectivity or permission failures
  • Highly tech-savvy, with a sharp aptitude for mastering AI-driven data security platforms and security compliance frameworks quickly
  • Excellent troubleshooting, problem-solving, and interpersonal skills
  • Customer-oriented and responsible attitude

Nice to have

  • Hands-on experience with LDAP and Active Directory (PowerShell, ADUC) for tree traversals, scope inspection, and service account permission validation
  • 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
  • Ability to write and interpret basic SQL queries to analyze data schemas and verify database states

Schedule and benefits

  • Fixed schedule: Sunday to Thursday, 11PM to 7AM EDT, or Monday to Friday, 4PM to 12AM EDT
  • Fully remote work from your home office
  • Compensation in USD
  • Referral rewards, an internal health policy, and no time-tracking requirements
  • Responsive leadership focused on your development and long-term cooperation

Benefits and conditions may vary depending on the terms of your engagement. Specific terms, including compensation, will be defined in your agreement if selected.

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