SupportYourApp is hiring a Technical Support Consultant to deliver outstanding technical support for a global Intelligent Support-as-a-Service leader. In this remote role, you will work within a multicultural environment to monitor systems, troubleshoot issues, and build lasting customer relationships.
What You'll Do
- Deliver outstanding technical support via phone, chat, and email.
- Communicate with technical teams and system operators to provide updates, clarify issues, and coordinate resolutions.
- Monitor and respond to SCADA alerts and control system notifications, ensuring timely identification of potential technical issues.
- Perform initial troubleshooting and diagnostics to determine the root cause of SCADA or control system faults.
- Log, prioritize, and escalate incidents according to established incident management procedures.
- Build strong and lasting customer relationships, ensuring effective resolution of user concerns and system alarms.
- Maintain accurate documentation of daily checks, system status reports, incident logs, and support tickets.
- Apply customer support best practices to ensure a high-quality user experience.
- Maintain a strong understanding of client solutions while meeting established KPIs.
What We're Looking For
- Excellent English skills (at least C1 level for written and verbal communication).
- Proven Technical Support experience.
- Diploma or Associate Degree in Electrical Engineering, Electronics, Instrumentation, Industrial Automation, Computer Science, Mechatronics, or IT (systems or networking focus).
- Strong communication skills, with the ability to clearly explain technical issues to both engineers and non-technical operators.
- Incident management experience, including the ability to identify, log, prioritize, and escalate SCADA alerts or technical issues according to established procedures.
- Customer and operator support mindset, demonstrating patience, responsiveness, and a proactive approach to resolving issues.
- Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps download and 40 Mbps upload).
Nice to Have
- Familiarity with IT ticketing systems and remote support tools.
Benefits & Compensation
- 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.
Work Mode
This is a fully remote, global position.
We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.
