Technical Support Consultant, Fluent English

This is a fully remote position, open to applicants in Malaysia, +4 more countries.

📋 Description

• Serve as the primary technical lead for onboarding clients, conducting data scans, and troubleshooting environment discovery issues.

• Identify and resolve connectivity problems to facilitate secure metadata collection from client data systems.

• Address discovery errors, such as raw Security Identifiers (SIDs) showing instead of user-friendly data, and provide guidance to client IT teams on directory corrections.

• Review service logs, error trends, and system behaviors to identify software bugs, misconfigurations, and access limitations.

• Convert raw telemetry and findings into actionable recommendations for client IT administrators and internal engineering teams.

• Support IT teams in configuring secure network routes and access permissions for platform implementation.

• Document, package, and elevate unresolved core product issues to the internal engineering team.

• Monitor recurring technical challenges across enterprise environments and suggest product enhancements.

• Deliver high-quality, multi-channel technical support through email, tickets, and occasional live sessions for corporate enterprise clients.

• Work collaboratively in a multicultural and multilingual setting from a home office.

⛳️ Requirements

• Exceptional English communication skills (minimum C1 level for both spoken and written communication).

• A minimum of 2 years of experience in a Technical Support, Application Support, or Technical Account Management role within B2B software environments.

• Strong knowledge of data storage, security, and access across cloud and on-premises platforms, including M365, Google Workspace, AWS, and Azure.

• Solid understanding of fundamental cloud architecture (SaaS/IaaS), network topologies, and standard enterprise access controls.

• Demonstrated ability to navigate centralized logging platforms to track data flows, investigate ingestions, and diagnose connectivity or permission failures.

• Highly tech-savvy with a strong aptitude for mastering AI-driven data security platforms and compliance frameworks.

• Excellent troubleshooting and problem-solving skills.

• Customer-focused and responsible approach.

• Strong interpersonal skills.

• Hands-on experience with LDAP and Active Directory (PowerShell, ADUC) is advantageous.

• Practical knowledge of SMB/CIFS protocols, Windows File Servers, and SID-to-ACL permission mapping is a plus.

• Experience in troubleshooting security settings, API integrations, and access hierarchies in M365, Google Drive, Box, Azure, and cloud storage is beneficial.

• Familiarity with SSH keys, SSL/TLS certificates, DNS routing, and SSH tunneling is advantageous.

• Basic proficiency with Linux (Ubuntu) and Kubernetes (k8s/k3s), including using kubectl and shell commands is a plus.

• Ability to write and interpret basic SQL queries is a plus.

🏝️ Benefits

• Fixed schedule: Sunday to Thursday, from 11PM to 7AM EDT, or Monday to Friday, from 4PM to 12AM EDT.

• Fully remote working opportunity.

• Inclusive international environment.

• Compensation in USD.

• Rewards for referring friends.

• Balance between project workload and personal time.

• Internal health policy.

• Responsive leadership committed to your development and fostering long-term collaboration.

• Supportive conditions for personal growth.

• Culture founded on trust, with no time-tracking expectations.

• Specific benefits and conditions outlined in the engagement agreement; independent contractors may not qualify for all benefits.