Remote opportunity at
SupportYourApp(fluent English) Application Support Specialist (EU, remote)
SupportYourApp is seeking an Application Support Specialist to join a remote team supporting a FinTech client. Founded in 2010, SupportYourApp is a global Intelligent Support-as-a-Service leader…
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About This Role
SupportYourApp is seeking an Application Support Specialist to join a remote team supporting a FinTech client. Founded in 2010, SupportYourApp is a global Intelligent Support-as-a-Service leader partnering with major tech and software organizations across more than 30 countries. In this role, you will act as a bridge between business clients and technical teams for a financial technology company that creates software for fund administrators, depositary banks, and other financial institutions.…
Job Description
SupportYourApp is seeking an Application Support Specialist to join a remote team supporting a FinTech client. Founded in 2010, SupportYourApp is a global Intelligent Support-as-a-Service leader partnering with major tech and software organizations across more than 30 countries. In this role, you will act as a bridge between business clients and technical teams for a financial technology company that creates software for fund administrators, depositary banks, and other financial institutions.
This full-time position is fully remote within the European Union and features a fixed weekday schedule from 9 AM to 5 PM GMT+2. The ideal candidate is tech-savvy, proactive, and possesses strong English communication skills alongside a background in customer support. Team members benefit from a management approach focused on personal development, a culture built on trust without time tracking, an inclusive international environment, and compensation paid in USD.
Responsibilities
- Monitor and process incoming tickets using Zendesk while maintaining agreed service level agreements
- Gather necessary issue information including screenshots, expected versus actual results, software versions, and reproduction steps
- Conduct preliminary troubleshooting and test environment issue reproduction
- Address standard user inquiries by referencing documentation and user guides
- Forward complex inquiries to level 2 support, QA, developers, or product teams and track them until resolved
- Coordinate feature and change requests alongside internal colleagues
- Provide ongoing progress updates to clients regarding their support requests
- Generate and monitor bug tickets within Azure DevOps
- Propose workflow and Zendesk optimization strategies
Requirements
- Fluent English communication abilities in written and spoken forms
- Previous customer support background, with a preference for B2B SaaS or software support
- Practical working knowledge of Zendesk
- Familiarity with the Fintech sector
- Comprehension of ticket management, SLAs, escalation protocols, and support processes
- Ability to navigate software platforms comfortably and learn new systems quickly
- Skill in gathering and documenting technical details accurately
- Proactive, independent, and persistent work ethic with a strong sense of ownership
- Reside within the EU and pass a criminal background check
- Personal computer equipped with at least 8GB of RAM and a stable internet connection with minimum 50 Mbps download and 40 Mbps upload speeds
Qualifications
- Prior experience working in FinTech or with financial software
- General familiarity with financial products and operations
- Familiarity with Azure DevOps
- Background in reproducing software bugs
- Experience refining Zendesk workflows, macros, or automations
- Familiarity with SaaS environments and software releases
Core Skills
Benefits
- Fixed schedule from Monday to Friday, 9 AM to 5 PM GMT+2
- Fully remote work opportunity within the European Union
- Inclusive international workplace culture
- Compensation provided in USD
- Referral bonuses for bringing in friends
- Internal health policy designed to balance project workload and personal time
- Responsive leadership focused on professional growth
- Trust-based culture without time-tracking software
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, the role is fully remote for individuals based in the European Union.
What is the working schedule for this job?
The schedule is fixed from Monday through Friday, 9 AM to 5 PM GMT+2.
What are the technical requirements for the candidate's setup?
Candidates must have a personal computer with a minimum of 8GB of RAM and a stable internet connection offering at least 50 Mbps download and 40 Mbps upload speeds.
What is the salary for this position?
The posting does not specify a concrete salary amount, though it mentions that compensation is paid in USD.
Sample Interview Questions
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