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 kirc@sallingsearch.com for more info or apply via our website.

Ellaine Legaspi Gorospe

Reg No: R1220634

EA License No: 15S7671