Technical 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 kirc@sallingsearch.com for more info or apply via our website. Ellaine Legaspi Gorospe Reg No: R1220634 EA License No: 15S7671