Global Enterprise Support Specialist
7 days ago
Join a dynamic team as a Technical Support Engineer to deliver top-notch support for global SaaS products and enterprise applications.As a freelance consultant, you will work on long-term engagements (6–12 months extendable into multi-year roles) in a fully remote setup. You'll handle real-time technical issues, contribute to product support, and ensure smooth resolution for global users across web applications, cloud-based systems, and enterprise environments.Key responsibilities may include:Troubleshooting customer-reported issues related to software, APIs, cloud services, networks, or system access.Managing and resolving tickets across platforms such as ServiceNow, JIRA, Zendesk, or Freshdesk.Supporting SaaS product environments — monitoring logs, validating configurations, and escalating to engineering when needed.Handling L1 and L2 operational tasks such as environment checks, user onboarding, issue replication, and root cause analysis.Performing basic debugging steps: log analysis, API checks, configuration review, SQL lookups, or environment testing.Working across Windows, macOS, and Linux for user-level and application-level troubleshooting.Responding to alerts, performing routine system checks, and supporting incident management workflows.Documenting solutions, writing knowledge base articles, and improving internal support processes.Collaborating closely with engineering, QA, product, and DevOps teams to drive faster issue resolution and product reliability.RequirementsMinimum 1–3 years of hands-on experience in Technical Support, IT Support, Application Support, or related roles.Strong troubleshooting skills across software, systems, networks, or cloud environments.Understanding of operating systems, basic networking concepts, and application-level debugging.Experience using common ticketing tools (ServiceNow, JIRA, Zendesk, or equivalents).Strong communication skills and the ability to work with international teams.Ability to work independently in a remote setup.Preferred SkillsExperience supporting SaaS products or cloud environments (AWS, Azure, GCP).Familiarity with SQL for basic data validation or debugging.Understanding of APIs, log analysis, or monitoring systems.Basic scripting knowledge (Bash, PowerShell, Python).Exposure to ITIL processes (incident, problem, change).Experience working alongside engineering or DevOps teams.Why Join This OpportunityWork on global support initiatives with real-time impact.Multiple openings enable fast-track onboarding.100% remote with flexible hours.Long-term freelance work with stable demand.Opportunity to build deep experience across SaaS, cloud, and enterprise systems.
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