Application Support Specialist, Fluent English

• Monitor and manage incoming tickets in Zendesk
• Provide 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 resolution
• Coordinate change and feature requests with internal teams
• Keep customers informed about request progress
• Create and track bug tickets in Azure DevOps
• Suggest improvements to support workflows and Zendesk processes
• Support an innovative FinTech company developing software for depositary banks, fund administrators, and other financial institutions
• Bridge business clients and technical teams while helping shape support processes

• Excellent English communication skills (spoken and written)
• Experience in customer support, preferably B2B SaaS or software support, is a must
• Strong practical knowledge of Zendesk
• Familiarity with Fintech
• Understanding of ticket management, SLAs, escalation procedures, and support workflows
• Tech-savvy and confident navigating software platforms and learning new systems
• Ability to collect and document technical information clearly
• Proactive, independent, and persistent attitude with strong ownership of customer requests
• Based in the EU and willing to complete a criminal background check
• Personal computer with at least 8GB RAM
• Stable internet connection with minimum 50 Mbps download and 40 Mbps upload
• FinTech or financial software experience is a plus
• General understanding of financial products and operations is a plus
• Experience with Azure DevOps is a plus
• Experience reproducing software bugs is a plus
• Experience improving Zendesk workflows, macros, or automations is a plus
• Knowledge of SaaS environments and software releases is a plus

• Fixed schedule: Monday–Friday, 9 AM–5 PM GMT+2
• Opportunity to work fully remotely within the EU
• Inclusive international environment
• Compensation in USD
• Rewards for referring friends
• Balance between project workload and personal time
• Internal health policy
• Responsive leadership interested in your development and long-lasting cooperation
• Greenhouse conditions for self-development
• Culture built on trust, with no time-tracking requirements
• Potential benefits and conditions may vary by engagement terms; independent contractors may not be eligible for all benefits