We are seeking a Technical Support Specialist to join a fast-growing maritime software company. You will be responsible for providing high-quality technical assistance to global customers using our SaaS platform, ensuring smooth system operations, and resolving issues efficiently across multiple time zones.
Key Responsibilities
- Provide first and second-line technical support to customers via email, ticketing system, and phone
- Troubleshoot software, integration, and system-related issues (SaaS/web-based applications)
- Analyze logs, replicate issues, and escalate complex cases to engineering when required
- Monitor system performance and proactively identify potential disruptions
- Maintain accurate documentation of issues, solutions, and knowledge base articles
- Collaborate with product, engineering, and implementation teams to improve user experience
- Support onboarding of new clients and assist with configuration/setup issues
- Ensure adherence to SLAs and maintain high customer satisfaction levels
Requirements
- 1-4 years experience in technical support, helpdesk, or IT support role
- Strong troubleshooting and problem-solving skills
- Familiarity with SaaS platforms, APIs, or system integrations preferred
- Basic understanding of networking, databases, or cloud environments (AWS/Azure is a plus)
- Ability to read and interpret logs or error messages
- Strong communication skills (written and verbal), especially in customer-facing situations
- Ability to work in a fast-paced, global support environment
- Maritime or logistics industry exposure is a plus but not required
Nice to Have
- Experience with ticketing systems (e.g., Zendesk, Jira Service Desk, Freshdesk)
- Basic scripting knowledge (SQL, Python, or similar)
- Understanding of maritime operations or fleet management systems
- Prior experience supporting enterprise clients
What We Offer
- Opportunity to work in a global maritime technology environment
- Exposure to complex enterprise systems and international clients
- Career growth into technical specialist, implementation, or engineering tracks
- Collaborative and supportive team culture
Contact Kirc Lyndell Jareno at [Confidential Information] for more info or apply via our website.
Ellaine Legaspi Gorospe
Reg No: R1220634
EA License No: 15S7671
