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