Technical Support Consultant
New
S
SupportYourAppData security software
Federal Territory of Kuala Lumpur, Malaysia. Calabarzon, Philippines. Jakarta, Jakarta, Indonesia. Almaty, Almaty Region, Kazakhstan. Tbilisi, Tbilisi, Georgia, Sunday to Thursday, from 11PM to 7AM at EDT, or Monday to Friday, from 4PM to 12AM at EDTContractJunior
Salary not disclosed
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Job Details
- Languages
- Excellent English communication skills (at least C1 for both spoken and written)
- Experience
- At least 2 years of experience in a Technical Support, Application Support, or Technical Account Management role handling B2B software environments
- Required Skills
- AWSLDAPAzureGoogle WorkspaceTroubleshootingTechnical support
Requirements
- Have at least 2 years of experience in Technical Support, Application Support, or Technical Account Management in B2B software environments.
- Have English communication skills at C1 or higher, spoken and written.
- Understand how data is stored, secured, and accessed across cloud and on-premises platforms, including M365, Google Workspace, AWS, and Azure.
- Understand basic SaaS/IaaS cloud architecture, network topologies, and standard enterprise access controls.
- Be able to use centralized logging platforms to trace data flows, investigate ingestions, and isolate connectivity or permission failures.
- Demonstrate troubleshooting and problem-solving abilities.
- Be available for one of the stated fixed schedules: Sunday–Thursday, 11 PM–7 AM EDT, or Monday–Friday, 4 PM–12 AM EDT.
- Hands-on LDAP and Active Directory experience, including PowerShell and ADUC, is a plus.
- Understanding of SMB/CIFS, Windows File Servers, and SID-to-ACL permission mapping is a plus.
- Experience troubleshooting security settings, API integrations, and access hierarchies in M365, Google Drive, Box, Azure, and cloud storage is a plus.
- Familiarity with SSH keys, SSL/TLS certificates, DNS routing, and SSH tunneling is a plus.
- Basic Linux (Ubuntu) and Kubernetes (k8s/k3s) proficiency, including kubectl and shell commands, is a plus.
- Ability to write and interpret basic SQL queries is a plus.
Responsibilities
- Lead technical troubleshooting for client onboarding, data scanning, and environment discovery.
- Diagnose connectivity issues affecting secure metadata collection across client data systems.
- Resolve discovery errors, including raw Security Identifiers appearing instead of readable data, and guide client IT teams on directory fixes.
- Audit service logs, error patterns, and system behavior to identify software bugs, misconfigurations, and access restrictions.
- Translate telemetry and findings into actionable guidance for client IT administrators and internal engineering teams.
- Assist IT teams with configuring secure network paths and access permissions for platform deployment.
- Document, package, and escalate unresolved product issues to internal engineering.
- Track recurring technical issues across enterprise environments and recommend product improvements.
- Provide multi-channel technical support through email, tickets, and occasional live sessions.
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