Technical Support Consultant, Fluent English

• Act as the main technical lead for client onboarding, data scanning, and environment discovery troubleshooting
• Diagnose and resolve connectivity issues to ensure secure metadata collection across client data systems
• Resolve discovery errors, including raw Security Identifiers (SIDs) appearing instead of readable data, and guide client IT teams on directory fixes
• Audit service logs, error patterns, and system behaviors to isolate software bugs, misconfigurations, and access restrictions
• Translate telemetry and findings into actionable guidance for client IT administrators and internal engineering teams
• Assist IT teams in configuring secure network paths and access permissions for platform deployment
• Document, package, and escalate unresolved core product issues to internal engineering
• Track recurring technical issues across enterprise environments and recommend product improvements
• Provide high-touch, multi-channel technical support via email, tickets, and occasional live sessions for corporate enterprise clients

• Excellent English communication skills (at least C1 for both spoken and written)
• At least 2 years of experience in a Technical Support, Application Support, or Technical Account Management role handling B2B software environments
• Strong understanding of how data is stored, secured, and accessed across cloud and on-premises platforms, including M365, Google Workspace, AWS, and Azure
• Solid understanding of basic cloud architecture (SaaS/IaaS), network topologies, and standard enterprise access controls
• Proven ability to navigate centralized logging platforms to trace data flows, investigate ingestions, and isolate connectivity or permission failures
• Highly tech-savvy with aptitude for mastering AI-driven data security platforms and security compliance frameworks
• Excellent troubleshooting and problem-solving abilities
• Customer-oriented and responsible attitude
• Excellent interpersonal skills
• Hands-on experience with LDAP and Active Directory (PowerShell, ADUC) is a plus
• Practical understanding of SMB/CIFS protocols, 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 proficiency with Linux (Ubuntu) and Kubernetes (k8s/k3s), using kubectl and shell commands is a plus
• Ability to write and interpret basic SQL queries is a plus

• Fixed schedule: Monday to Friday, from 11PM to 7AM at EDT, or Monday to Friday, from 4PM to 12AM at EDT
• Opportunity to cooperate fully remotely
• Inclusive international environment
• Compensation in USD
• Rewards for referring friends
• Balance between project workload and personal time, plus internal health policy
• Responsive leadership interested in your development and long-lasting cooperation
• Greenhouse conditions for self-development
• A culture built on trust, with no time-tracking requirements
• Benefits and conditions defined in the engagement agreement; certain benefits may apply only to employees and independent contractors may not be eligible for all benefits