Technical Support Specialist

• Provide product support to customers and business partners worldwide via ticket, email and live phone.
• Analyse, prioritise and resolve technical issues in an SLA-compliant manner.
• Answer after-hours calls and voicemails within the 30-minute first-response target.
• Participate in the on-call rotation.
• Investigate issues thoroughly and escalate rather than guess in live customer environments.
• Capture bugs and feature requests for development-team reproduction.
• Own the night-shift queue and provide a written handover to the incoming LATAM shift.
• Contribute knowledge base articles, macros and reproduction notes.
• Identify additional product or service opportunities and refer them to the appropriate team.
• Use AI tooling for ticket triage, case-history summarisation, first-pass response drafting and knowledge-base searches, while retaining human ownership of troubleshooting, judgement, escalation decisions, live calls and customer relationships.

• Prior technical support experience in a software or SaaS environment, ideally with complex, multi-step investigations rather than scripted tier-1 work.
• Exceptional English, written and spoken.
• Strong troubleshooting discipline: reproduce, isolate, verify, document.
• Sound judgement about when to escalate.
• Comfort working a shift with no on-shift backup and limited manager overlap.
• Ability to work 08:00-17:00 Philippine time, Monday to Friday.
• Participation in the on-call rotation.
• Maritime, logistics or operations domain knowledge is an asset, not a requirement.
• Fluency with AI tooling for ticket triage, summarising case histories, drafting responses and searching the knowledge base.
• Accountability for verifying AI output before it reaches customers.

• Remote work in the Philippines through an employer of record
• Regular employment
• On-call rotation participation