Software Support Specialist

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

Monthly Rotation sequence for tech support:
Week 1: Mon-Fri, 8-5pm
Week 2: Mon-Fri, 2pm-11pm
Week 3: Mon-Fri, 7am -4pm + Sat-Sun 8am-8pm (7 days straight)
Week 4: Tue-Wed, 8am-5pm (Mon, Thu, Fri off)

Contact Kirc Lyndell Jareno at [email protected] for more info or apply via our website.

Ellaine Legaspi Gorospe
Reg No: R1220634
EA License No: 15S7671