Software Support Specialist

Roles & Responsibilities

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

Tell employers what skills you have

Communication
Manage IT Support team
Troubleshooting
Collaboration
Systems Integration
Analytical and Problem-Solving Skills
Networking
engineering procedures
SLA adherence
resolve system issues