Application Support Specialist (L1, Remote, EU)

About the role

SupportYourApp is a global Intelligent Support-as-a-Service provider working with companies such as MasterCard, Calm and MacPaw. It is looking for an L1 Customer Support Specialist based in the EU who will work fully remotely from home, acting as the bridge between business clients and technical teams and helping shape support processes from the ground up.

Key responsibilities

• Monitor and manage incoming tickets in Zendesk and give first responses within agreed SLAs.
• Collect issue details, including screenshots, software versions, reproduction steps and expected versus actual results.
• Perform basic troubleshooting and reproduce issues in testing environments.
• Answer common questions using documentation and user guides.
• Escalate complex issues to L2, QA, developers or product teams and follow up until resolved.
• Coordinate change and feature requests, keep customers informed of progress, and create and track bug tickets in Azure DevOps.
• Suggest improvements to support workflows and Zendesk processes.

Required profile

• Excellent spoken and written English.
• Customer support experience, preferably B2B SaaS or software support, is a must.
• Based in the EU and willing to complete a criminal background check.
• Personal computer with at least 8 GB of RAM and a stable internet connection (minimum 50 Mbps download, 40 Mbps upload).

Required skills

• Strong practical knowledge of Zendesk.
• Familiarity with Fintech and understanding of ticket management, SLAs and escalation procedures.
• Tech-savvy, able to document technical information clearly.
• Nice to have: Fintech or financial software experience, Azure DevOps, bug reproduction, Zendesk workflow improvements, and SaaS release knowledge.

What we offer

• Fixed schedule, Monday to Friday, 9 AM to 5 PM GMT+2.
• Full remote work within the EU and compensation in USD.
• Inclusive international environment, responsive leadership and a culture built on trust with no time tracking.
• Rewards for referring friends and a balance between project workload and personal time.