TechnicalSupportConsultant

**Who we are?** **SupportYourApp** is a global Intelligent Support-as-a-Service leader, collaborating with top-tier tech companies like Mastercard, Calm, and MacPaw since 2010. We operate in 30+ countries and from 90+ countries, and support customers in 60 languages, helping SaaS, software, and hardware brands deliver secure, world-class customer and technical support. Right now, we’re expanding our **talent bench** — a pool of skilled Customer Support Consultants who want to grow with us and be the first in line when new projects open. If you’re ready to join a multicultural, multilingual community and grow professionally while working from home, this could be your next step. **What you will do:** * Provide exceptional technical support via calls, chats, and emails; * Resolve support inquiries of various difficulties; * Gather data to ensure the required technical info is collected to resolve even more complex tickets; * Gather required technical information to ensure the resolution of complex cases; * Ensure customers' satisfaction with any interaction; * Maintain working knowledge of our client’s products and services; * Securely work with customers’ sensitive information; * Communicate with developers and other departments of various IT companies to identify and troubleshoot technical issues. **What you need to succeed in this role:** * Excellent English communication skills (at least C1 for both spoken and written); * Prior experience in tech support, desktop support, or a similar role; * Strong networking expertise, including IPsec tunnels, DNS, packet tracing, port management, and firewall concepts; * Solid understanding of network infrastructure, such as VPNs, routing, split tunneling, and WireGuard connector-based tunnels; * Familiarity with key network protocols, including OpenVPN, IKEv2, and basic knowledge of WireGuard; * Ability to read and analyze log files for troubleshooting and diagnostics; * Proficiency in working across multiple operating systems,