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Technical Support Consultant

hace 2 horas

Guadalajara Mexico Metropolitan Area SupportYourApp A tiempo completo

Who we are?
SupportYourApp
is a global 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 technical support via chats and emails
  • Reproduce, investigate, and diagnose product issues using browser tools, logs, changelogs, and response statuses
  • Accurately distinguish between product bugs, user environment issues, and third-party platform limitations
  • Escalate incidents clearly, including impact, timeline, and reproduction steps
  • Manage ticket surges, identify recurring issues, and send proactive user communications
  • Collaborate closely with Engineering and Product teams, including participation in planning sessions
  • Run recurring support retrospectives and surface trends for prioritization and improvement
  • Create and maintain structured tickets and contribute to workflow improvements in Zendesk and Linear
  • Understand data migrations and associated risks (data loss, malformed data, parsing issues)
  • Proactively improve support processes, documentation, and internal systems

What You Need To Succeed In This Role

  • Excellent English communication skills (at least C1 for both spoken and written)
  • At least 1–2 years of proven experience in a Technical Support Engineer or Product Support Engineer role
  • Experience translating technical issues for non-technical users (high EQ)
  • Experience reproducing and troubleshooting complex technical issues using browser tools, logs, and changelogs
  • Solid understanding of engineering workflows, including releases, migrations, and potential user impact
  • Ability to clearly distinguish product bugs from user environment issues and third-party limitations
  • Experience escalating incidents with structured documentation (impact, timeline, reproduction steps)
  • Hands-on experience with Zendesk and Linear (or similar ticket-tracking systems)
  • Strong organizational skills, including tracking patterns, running retrospectives, and turning insights into actionable feedback
  • 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

  • Experience reading and interpreting logs (e.g., JSON) in monitoring tools such as Grafana
  • Familiarity with marketplace or reselling platforms
  • AI-first mindset, using AI tools to reduce repetitive work and improve support efficiency

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 1300+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp.

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Candidate Privacy Notice
.