Technical Support Consultant, Fluent English

SupportYourApp

Technical Support Consultant providing technical support and managing customer tickets for a global Intelligent Support-as-a-Service leader. Working remotely and engaging in a multicultural environment while mastering new skills.

Posted 6/4/2026contractRemote • 🇷🇸 SerbiaMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

Grafana

About the role

Key responsibilities & impact

Deliver outstanding technical support via chats and emails
Manage customer support tickets and maintain a 24-hour response SLA
Attend regular engineering planning sessions to stay informed on upcoming releases, migrations and product changes
Prepare and lead recurring support retrospectives, identifying customer trends and helping Engineering prioritize improvements
Review AI chatbot conversations and optimize Inkeep rules, workflows and responses to improve support quality
Maintain and improve customer-facing documentation and self-service resources in GitBook
Improve support systems and processes, including Zendesk workflows, automations and Linear ticket management
Keep up with evolving tools and technology
Handle sensitive customer data with care and security
Apply the latest and greatest customer happiness practices
Maintain deep understanding of client solutions and meet KPI

Requirements

What you’ll need

Excellent English communication skills (at least C1 for both spoken and written)
Experience with Zendesk, including workflow optimization, automations and support operations
Troubleshooting skills, including the ability to distinguish between product bugs, user environment issues and third-party platform limitations
Experience with Linear or similar modern ticketing and prioritization platforms
Ability to translate technical concepts into clear, user-friendly language and communicate with both engineers and non-technical users
Understanding of software releases, migrations and their potential impact on customers and product performance
Organizational skills, including the ability to identify trends, run support retrospectives and turn insights into actionable feedback
An AI-first approach, using AI tools to reduce repetitive work and improve chatbot/FAQ automation
Ability to read and interpret logs (JSON) and troubleshoot issues using tools such as Grafana, browser developer tools and changelogs
Experience managing incidents, identifying patterns during ticket surges and communicating proactively with customers and internal teams
Understanding of cross-platform web applications, native applications and common data migration risks such as data loss, malformed records and parsing errors
Ability to learn and follow precise procedures
Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload)

Benefits

Comp & perks

Fixed schedule: Monday–Tuesday, Friday from 9 AM–5 PM, and Wednesday–Thursday 12 PM–8 PM, EDT
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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingworkflow optimizationsupport operationsticket managementAI toolslog interpretationdata migrationcustomer supportdocumentation managementincident management

Soft Skills

communicationorganizational skillstrend identificationactionable feedbacktechnical translationcustomer happinessproactive communicationadaptabilityattention to detailproblem-solving