Who are we? SupportYourApp is a global Intelligent 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 Product 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 customer support via chats emails, and calls; - Assist customers with product-related inquiries; - Support customers throughout the purchase process; - Stay up to date with product changes and updates; - Troubleshoot technical issues over the phone; - Maintain deep understanding of client solutions and meet KPI; - Communicate with developers and cross-functional specialists; What you need to succeed in this role: - Excellent English (C1 for both written and spoken is a must); - 1+ year experience in customer support; - Strong verbal communication skills; - Previous experience with a wide product range; - Comfortable using technical terminology and guiding customers through troubleshooting steps; - Pre-sales experience; - Attention to details ; - Strong analytical thinking and research skills; - Positive, proactive and responsible attitude; - Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload); 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. Know someone perfect for the role? Refer them and get rewarded! We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law. Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice.

• Provide technical support to customers via phone, email, and in-person interactions. • Conduct training sessions and workshops on product usage, best practices, and troubleshooting. • Develop training materials, including user guides, manuals, and video tutorials. • Assist in resolving technical issues, working closely with engineering and support teams. • Gather customer feedback to identify common issues and recommend product improvements. • Stay updated on new product features and industry best practices. • Collaborate with sales and customer service teams to ensure a seamless user experience. • Maintain detailed records of support requests, training sessions, and customer interactions.

• Provide Level 2 technical support in a fast-paced contact center environment, handling inbound customer and partner contacts via voice and digital channels • Monitor network and system health using alerting and event-management platforms (e.g., SolarWinds, LogicMonitor, Auvik, Zabbix, etc.), respond to alarms, perform initial triage, and drive incidents to resolution or escalation • Perform remote diagnostics, troubleshooting, and reconfiguration for cellular and wireline gateways/routers using proprietary and standard troubleshooting tools • Troubleshoot network issues across OSI layers 1–6, including the use of Linux command-line tooling for network diagnosis (required) • Analyze Linux logs (e.g., kernel and messages, etc.) and perform packet capture troubleshooting using tools such as tcpdump and Wireshark; document findings and recommended actions (required) • Coordinate troubleshooting efforts with field services technicians, customers, channel partners, and internal contacts; escalate issues to senior support/leadership when appropriate • Support vendor/customer installations of managed equipment and services • Maintain thorough, accurate documentation of customer interactions and technical work in ticketing and related systems • Meet performance expectations and key performance indicators (KPIs) in partnership with leadership • Use company-supplied equipment (Windows laptop, headset, and peripherals) to perform daily work

As an Application Support Analyst at Storyteq, you’ll be a key part of keeping our systems running smoothly, especially our in‑house MarTech tools that teams across the business rely on every day. You’ll be the go‑to person when colleagues or clients need technical support, helping them troubleshoot issues, resolve tickets, and keep everything moving. Your problem‑solving skills and calm, customer‑focused approach will make a real difference to their experience and to the ongoing success of our products. Standard Working hours are between 08:00 and 18:00 operating 3 separate shift patterns (8-4.30, 9-5.30 & 9.30-6). What I need to do: - Provide second-line technical support to internal teams and external clients. - Troubleshoot and resolve application-related issues, including diagnosing problems, researching solutions, and implementing fixes. - Collaborate with cross-functional teams to resolve complex technical issues and drive continuous improvement. - Manage and prioritise support tickets and incidents using our Jira Service Management tool. - Create and maintain documentation for support processes and solutions, including creating knowledge base articles in Confluence. - Prioritise and handle ad-hoc projects alongside your daily responsibilities. - Support the service desk team with tasks including investigating and testing. - Create and oversee Change Requests while collaborating with other teams to successfully complete assigned tasks. How will I succeed: - You will be accountable to the Application and Development Support Team Lead. - Bugs/issues will be escalated to the associated Development Teams and tracked accordingly. - Assist in resolving ongoing issues reported through our Monitoring and ITSM tool. - Successfully complete comprehensive in-house training on our products, ensuring the acquisition and mastery of technical knowledge, which are supported and filled through our internal training portal. - Proficiency in troubleshooting and solution-oriented thinking. - Experience with ticketing systems and service management processes with excellent communication and interpersonal skills - Ability to thrive in a fast-paced, dynamic environment while demonstrating meticulous attention to detail and exceptional task prioritisation skills. - Be willing to participate out of hours for application deployments and maintenance tasks.