(English C1) L2 Technical Support Engineer (remote, Asia)

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.

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:

• Act as the main technical lead for client onboarding, data scanning, and environment discovery troubleshooting;
• Diagnose and resolve deep-seated connectivity issues to ensure secure metadata collection across client data systems;
• Resolve discovery errors, like raw Security Identifiers (SIDs) appearing instead of readable data, and guide client IT teams on directory fixes;
• Audit service logs, error patterns, and system behaviors to isolate software bugs, misconfigurations, and access restrictions;
• Translate raw telemetry and findings into clear, actionable guidance for client IT admins and internal engineering teams;
• Assist IT teams in configuring secure network paths and access permissions required for platform deployment;
• Efficiently document, package, and escalate unresolved core product issues to internal engineering for rapid resolution;
• Track recurring technical issues across enterprise environments to recommend product improvements and prevent client downtime;
• Provide high-touch, multi-channel technical support (email, tickets, and occasional live sessions) to resolve complex issues for corporate enterprise clients.

What you need to succeed in this role:

• Excellent English communication skills (at least C1 for both spoken and written);
• At least 2 years of experience in a Technical Support, Application Support, or Technical Account Management role handling B2B software environments;
• Strong understanding of how data is stored, secured, and accessed across cloud and on-premises platforms, including M365, Google Workspace, AWS, and Azure;
• Solid understanding of basic cloud architecture (SaaS/IaaS), network topologies, and standard enterprise access controls;
• Proven ability to navigate centralized logging platforms to trace data flows, investigate ingestions, and isolate connectivity or permission failures;
• Highly tech-savvy with a sharp aptitude for mastering sophisticated, AI-driven data security platforms and security compliance frameworks quickly;
• Excellent troubleshooting and problem-solving abilities;
• Customer-oriented and responsible attitude;
• Excellent interpersonal skills.

Will be a great plus:

• Hands-on experience with LDAP and Active Directory (PowerShell, ADUC) to perform tree traversals, inspect scopes, and validate service account permissions;
• Practical understanding of SMB/CIFS protocols, Windows File Servers, and SID-to-ACL permission mapping;
• Experience troubleshooting security settings, API integrations, and access hierarchies in M365, Google Drive, Box, Azure, and cloud storage;
• Familiarity with data-in-transit security, including SSH keys, SSL/TLS certificates, DNS routing, and SSH tunneling;
• Basic proficiency with Linux (Ubuntu) and Kubernetes (k8s/k3s), using kubectl and shell commands for environment inspection;
• Ability to write and interpret basic SQL queries to analyze data schemas and verify database states.

Benefits:

• Fixed schedule: Sunday to Thursday, from 11PM to 7AM at EDT, or Monday to Friday, from 4PM to 12AM at 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.

*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 1500+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp.

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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.

Internal job code: 4GH