Technical Support Consultant (VPN & Networking)

About the role

SupportYourApp is a global Intelligent Support-as-a-Service provider working with tech companies and industry leaders in 30+ countries. It is looking for a fluent-English-speaking Technical Support Consultant to help clients set up and troubleshoot secure private access solutions, VPNs and multifactor authentication, working from home.

Key responsibilities

• Assist clients with setting up and troubleshooting secure private access solutions so they can access internal resources properly
• Help clients configure and troubleshoot multifactor authentication (MFA) for VPN and private access solutions
• Analyze network traffic to find bottlenecks and recommend performance improvements without compromising security
• Advise on bandwidth allocation and prioritization for VPN users
• Analyze log files to investigate technical issues and find their root causes
• Provide technical guidance and troubleshooting support across different operating systems
• Work with clients and technical teams to resolve issues and ensure a smooth user experience

Required profile

• Solid knowledge of networking concepts: IPsec tunnels, DNS, packet tracing, network ports and firewall functionality
• Understanding of network infrastructure: VPNs, routing, split tunneling and connector-based WireGuard tunnels
• Ability to read and analyze log files to troubleshoot issues
• Confidence working with Windows, Linux, macOS, Android and iOS
• Strong analytical thinking and research skills, with a positive, proactive and responsible attitude
• Personal computer with at least 8 GB of RAM and a stable internet connection (minimum 50 Mbps download, 40 Mbps upload)

Required skills

• Basic understanding of network protocols such as OpenVPN, IKEv2 and WireGuard
• Plus: experience with cloud platforms such as AWS or Microsoft Azure
• Plus: understanding of Identity Providers (IdPs) and single sign-on (SSO) solutions such as Google Workspace and Microsoft Entra ID
• Plus: customer-facing experience

What we offer

• Flexible schedule and full remote cooperation
• Inclusive international environment and compensation in USD
• Rewards for referring friends
• Balance between project workload and personal time, with an internal health policy
• Responsive leadership and opportunities for development
• No time-tracking requirements